IT organisations must continually improve their services in order to remain competitive and appealing to its customers – generally the business it serves. This is placed within the lifecycle stage of the Continual Service Improvement (CSI). In this stage, measuring and analysing are essential in identifying the services that are profitable and those that need to improve.
CSI should be applied throughout the entire Service Lifecycle, in all stages from Service Strategy to Service Operation. This way CSI becomes an inherent part of both developing and delivering IT Services.
Implementation of CSI within an organisation requires an understanding of CSI activities. These activities are not necessarily executed by the CSI Manager or CSI Analyst; they are often (and should be) executed within other processes of the ITIL lifecycle. Empowering individuals to take action and recognise improvement areas is one of the mainstays of CSI. CSI brings a single point of accountability for improvement efforts – ensuring that funds are not wasted or spent without return expectations