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IT Service Management - A guide for ITIL Foundation Exam candidates by Aidan Lawes, Ernest Brewster, Richard Griffiths, John Sansbury

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6 CONTINUAL SERVICE IMPROVEMENT

INTRODUCTION

Once a service management solution has been implemented, it is essential not to sit back and think that the job has been done. All aspects of the environment will be continually changing, and the service provider must always continue to seek improvements. Continual service improvement is responsible for ensuring that these improvements are identified and implemented. The performance of the IT service provider is continually measured and improvements are made to processes, IT services and the IT infrastructure in order to increase efficiency, effectiveness and cost-effectiveness.

PURPOSE AND OBJECTIVES

Purpose

Continual service improvement (CSI) aims to deliver business value by ensuring that the ...

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