ITIL Continual Service Improvement

General discussion on all aspects of the IT Infrastructure Library (ITIL)
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Posts: 16
Joined: Fri Feb 17, 2012 7:00 pm

Tue Apr 23, 2013 4:02 am

I'm the CSI process owner within my organisation and the process is only in place just over 1 year.

Currently the process is limited to the ITIL team within the organisation and Service Improvements are based on each of the ITIL processes. It's my objective to roll the process out to operational teams etc.

Basically improvements are logged on the CSI register and I review progress on a monthly basis:

I've a few queries:

For a SI to be registered, It must:
1). Add value to the process/ service
2). Increase work/process efficiency
3). Add value (ROI etc)

Is this the correct approach and how should I validate if these improvements are a success or not on completion?

Many Thanks,


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Senior Itiler
Senior Itiler
Posts: 55
Joined: Fri Nov 02, 2012 8:00 pm
Location: Singapore

Wed Apr 24, 2013 2:57 am

We should not roll out the process because of process.

If you're trying to do service improvement for a particular team (I'm not saying process here), you need to
- First see if there's any measurements in this team.
- What's the objectives or expectation of those measurements.
- Why it does not match the objectives or expectation, and what's the problem (root cause analysis).
- What can be done to improve.

There're many methodologies in analysis of problems you identified, e.g. 6 sigma.
Luo, Tian-Hong (Ken)
Regional Operation Lead

ITIL Expert Certified
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ITIL Expert
ITIL Expert
Posts: 550
Joined: Tue Aug 30, 2005 8:00 pm
Location: UK

Fri Apr 26, 2013 11:33 am

I reall recommend that you buy the CSI book, and read it thoroughly
Liz Gallacher,
Accredited ITIL and ISO/IEC20000 Trainer and Consultant - Freelance
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Joined: Tue Jan 21, 2014 7:00 pm

Thu Feb 20, 2014 12:15 pm

anyone have sample of CSI ITIL implementation on organizational? please...

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ITIL Expert
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Location: London, UK

Thu Feb 20, 2014 1:18 pm

there are no such things as each one is different

The ITIL CSI books explained what to do and how at a high level one should do the CSI but,.... it depends
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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