Continual Service Improvement Management
Continual Service Improvement (CSI) is a vital phase within the ITSM life cycle that focuses on enhancing the efficiency, effectiveness, and overall quality of IT services. CSI management is a fundamental component of the ITSM framework, focusing on the ongoing enhancement of IT services to meet evolving business needs. The process follows a cyclical approach, employing the Plan-Do-Check-Act (PDCA) model to systematically identify, implement, and evaluate improvements.
In the “Plan” phase, potential areas for enhancement are identified, and improvement plans are developed. The subsequent “Do” phase involves implementing these plans, while the “Check” phase assesses the results through regular reviews and performance metrics. The “Act” phase integrates lessons learned, adjusting strategies and processes to optimize service delivery.
CSI management relies on Key Performance Indicators...
