Continual Service Improvement (CSI) is designed to ensure the health of a business’ IT Service Management (ITSM) functions, the alignment of its IT services with its business objectives, and the optimization of its processes over an extended period of time. This continuous process of realignment ensures that a business’ IT services are regularly optimized to meet changing internal and external factors and that the management of these services is also gradually improved.
By consistently analysing and modifying processes, businesses foster an agile IT department that can keep pace with growth while consistently ensuring employee productivity through reliable service—all of which ripples outward to positively impact the customer experience.
This guide defines CSI and its foundation, highlights each stage of the Deming Cycle as it applies to CSI, and illustrates how to augment CSI efforts with innovative technology.
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