Continual Service Improvement
Continual Service Improvement (CSI) is concerned with maintaining value for customers through the continual evaluation and improvement of the quality of services and the overall maturity of the ITSM service lifecycle and underlying processes.
CSI combines principles, practices and methods from quality management, Change Management and capability improvement, working to improve each stage in the service lifecycle, as well as the current services, processes, and related activities and technology.
CSI is not a new concept, but for most organizations the concept has not moved beyond the discussion stage. For many organizations, CSI becomes a project when something has failed and severely impacted the business. When the issue is resolved the concept is promptly forgotten until the next major failure occurs.
Discrete time-bound projects are still required, but to be successful CSI must be embedded within the organizational culture and become a routine activity.
The CSI Model provides a way for an organization to identify and manage appropriate improvements by contrasting their current position and the value they are providing to the business, with their long-term goals and objectives, and identifying any gaps that exist. This is done on a continual basis to address changes in business requirements, technology, and to ensure high quality is maintained.