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It's All About Relationships: What ITIL Does Not Tell You by Kathy Mills, Suzanne Van Hove

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Continual Service Improvement (CSI)

Purpose

Improve service/process/cost effectiveness by aligning Services with business needs through defined and implemented improvements.

Objectives

• Analyze, review, and suggest improvements throughout the entire lifecycle.

• Review and analyze Service achievements to identify and implement improvements (cost, quality, efficiency, effectiveness).

• Ensure all improvement initiatives do not negatively impact customer satisfaction.

• Ensure “quality” remains at the forefront of all improvement initiatives.

• Ensure all actions are measurable and that those measure are clearly defined and reviewed for accuracy and relevance.

Lifecycle stage (…)

Inputs from CSI to …

Outputs from … to CSI

Service Strategy ...

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