O'Reilly logo

ITIL Foundation Essentials: The exam facts you need by Claire Agutter

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

CHAPTER 11: CONTINUAL SERVICE IMPROVEMENT (CSI)

The CSI approach

CSI needs to be co-ordinated and managed, so tasks are not duplicated or missed.

The CSI approach includes questions that can be asked from a business and IT perspective to identify what to improve and how.

  • What is the vision? Identifies long-term goals.
  • Where are we now? Gives a snapshot of the organisation.
  • Where do we want to be? Provides measurable, prioritised targets.
  • How do we get there? Plans improvements.
  • Did we get there? Uses measures to track progress.
  • How do we keep momentum going? Maintains the focus on improvement.

Measurement

Measurement shows where to improve and if improvements have worked.

Figure 22: Continual service improvement approach

CSI focuses on three ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required