ITIL Intermediate CSI - Challenges Critical Success Factor and Risks Tutorial

Challenges, Critical Success Factors, and Risks

Welcome to lesson 8 ‘Challenges, Critical Success Factors and Risks’ which is a part of the ITIL Intermediate CSI Certification Course. This chapter deals with details about the challenges, Critical Success Factors, and Risks in continual service improvement.

Let us go ahead and discuss the objectives of this lesson.


By the end of this ‘Challenges, Critical Success Factors and Risks’ lesson, you will be able to:

  • Know the challenges and risks such as staffing, funding, management, etc., which can be related to CSI and the details of how each challenge can be addressed

  • Understand the critical success factors related to CSI as well as how to measure and monitor them

Let us go ahead and learn more about Challenges in Continual Service Improvement.

You should also consider taking an ITIL Intermediate CSI Certification Course now!


Every organization will have its unique set of challenges. As with implementing any change within an organization one of the major challenges will be managing the behavioral changes that are required. The other issue is that CSI often requires adequate tools for monitoring and gathering the data, analyzing the data for trends and reporting on the data.

CSI does not happen only through automation but also requires resources to be allocated to CSI activities. The resources need to understand their roles and responsibilities and have the correct skill sets to execute the CSI activities.

Listed below are some of the common ones that you may encounter when implementing Continual Service Improvement:

  • Lack of management commitment

  • Inadequate resources, budget and time

  • Lack of mature service management processes

  • Lack of information, monitoring, and measurements

  • Lack of Knowledge Management

  • A resistance to planning and a reluctance to be proved wrong

  • A lack of corporate objectives, strategies, policies, and business direction

Let us now move on to our next slide which explains the Critical Success Factors of CSI.

Critical Success Factors

Critical Success Factors of Continual Service Improvement include:

  • Appointment of a CSI manager

  • Adoption of CSI within the organization

  • Management commitment

  • Defining clear criteria for prioritizing improvement projects

  • Adoption of the service Lifecycle approach

  • Sufficient and ongoing funding for CSI activities

  • Technology to support the CSI activities

Let us now move on to our next slide which explains the Risks associated with CSI.

What are you waiting for? Interested in taking up an ITIL Intermediate CSI Course? Check out our Course Preview!


The risks associated with Continual Service Improvement include:

  • Being over-ambitious – don’t try to improve everything at once. Be realistic with timelines and expectations

  • Not discussing improvement opportunities with the business – the business has to be involved in improvement decisions that will impact them

  • Not focusing on improving both services and service management processes

  • Not prioritizing improvement projects

  • Implementing CSI with little or no technology

  • Implementing a CSI initiative with no resources – this means that people must be allocated and dedicated to this

  • Implementing CSI without knowledge transfer and training – this means educating first (acquire knowledge), then training (practice using the newly acquired knowledge). The training should be done as close to the launch of improvement as possible


We discussed the Continual Service Improvement thoroughly along with its principles, processes, methods, and techniques. We also covered Technology Considerations, Challenges, Critical Success Factors and Risks of Continual Service Improvement.

With this, we come to an end of the ITIL Intermediate CSI Learning Tutorial. You can enroll in our ITIL Intermediate CSI Certification Course to learn more about it.

  • Disclaimer
  • 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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