ITIL - Introduction to Continual Service Improvement Tutorial

1 Introduction to Continual Service Improvement

Hello and welcome to unit six of the ITIL® 2011 Foundation Certification course offered by Simplilearn. This unit includes two lessons and provides an overview of the Continual Service Improvement lifecycle. IT departments must continually improve their services through various essential activities to remain appealing to the business. These activities are placed within the lifecycle phase of Continual Service Improvement in all phases from service strategy to service operation. Continual Service Improvement is an inherent part of IT services development and delivery.

2 Continual Service Improvement

Let us focus on the first lesson of this unit, which provides an introduction to Continual Service Improvement or CSI.

3 Objectives

After completing this lesson, you will be able to: •Describe the purpose, objective and scope of CSI •Explain the value of CSI to improve business

4 CSI-Overview

CSI is applicable throughout the entire service lifecycle. We will start by discussing the purpose of CSI and follow up with its objective, scope and value to business. Purpose: The purpose of CSI is to align IT services with the changing business needs. This can be done by identifying and implementing improvements and processes that support the business. It can also be done by improving effectiveness, efficiency and economics of all processes associated with the delivery of services. This requires effectiveness that is achieving and surpassing the objectives, and efficiency that is obtaining these objectives at the lowest cost possible. To increase the effectiveness, you can reduce the number of errors in a process. To make a process more efficient, you can eliminate unnecessary activities or automate manual operations. Objective: The objective of CSI is to: •review, analyse, prioritise and make the recommendations on improvement and opportunities in each lifecycle stage. •review and analyse service level achievement. •identify and implement specific activities to improve the IT service quality and the efficiency as well as effectiveness of the enabling processes. Scope: The scope of CSI is to: •maintain the overall health of IT Service Management or ITSM including dependent services. •align the service portfolio with business needs continually. •help in maturing the service after implementing and operating the processes. •improve all aspects of IT service and service assets. Apart from performing the actions mentioned under the scope of CSI, organisations need to: •review management information and trends of service delivery. •ensure outputs of enabling ITSM are achieving results. •conduct audits to access maturity and compliance of processes. •conduct customer satisfaction surveys. Value: Applying standard and consistent processes for CSI helps to: •provide a gradual and continual improvement in service delivery. •ensure IT services are continuously aligned with business needs. •result in improved cost-effectiveness through decrease in costs and/or the capability to handle more work at the same cost. •identify opportunities for improvement in all lifecycle stages and processes. •recognise openings for changes in organisational structures, resourcing capabilities, partners, technology, staff skills and training as well as communications.

5 Summary

Let us summarise what we have learnt in this lesson: •CSI aligns and improves the IT services that support the business needs. •CSI is applicable throughout the entire service lifecycle. •The scope of CSI is to maintain the overall health of the ITSM. •Adopting and implementing standards and consistent approaches for CSI will lead to better business results. We will now move on to the second lesson of this unit.

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  • PMP, PMI, PMBOK, CAPM, PgMP, PfMP, ACP, PBA, RMP, SP, and OPM3 are registered marks of the Project Management Institute, Inc.

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