ITIL Intermediate CSI - Organizing for Continual Service Improvement Tutorial

Organizing for Continual Service Improvement

Welcome to lesson 5 ‘Organizing for Continual Service Improvement ’ which is a part of the ITIL Intermediate CSI Certification Course. This chapter deals with Details about the organization of continual service improvement. Let us go ahead and learn more about Organizing for Continual Service Improvement.


By the end of this ‘Continual Service Improvement Methods and Techniques’ lesson, you will be able to:

  • Understand the knowledge, interpretation, and analysis of improvement principles, techniques, and relationships, and their application to ensure continual service improvement

  • Know about the role of the CSI manager, and the roles of service owner, process owner, process manager and process practitioner in the context of CSI and how they can be positioned within an organization

  • Know how to design, implement and populate a RACI (responsible, accountable, consulted, informed) diagram as well as how to use it to support CSI

The next section explains the role of Service Manager involved in CSI.

Planning for a career in ITIL Intermediate CSI? Click to get complete Course Details!

Service Manager

The service manager is a generic term for any manager within the service provider Refers to the business relationship manager, a process manager with responsibility for IT services overall A service manager is often assigned several roles such as business relationship management, service level management, and continual service improvement.

Service Managers are responsible for managing very complex projects in order to achieve objectives and strategies and strive for global leadership in the marketplace. In order to attain this goal, they must evaluate new market opportunities, operating models, technologies and the emerging needs of customers in a company with an international scope.

Let us now move on to our next section.

Service Owner

The Service Owner is accountable for a specific service within an organization regardless of where the underpinning technology components, processes or professional capabilities reside. Service ownership is as critical to service management as establishing ownership for processes which cross multiple vertical silos or departments.

It is to ensure that a service is managed with a business focus, the definition of a single point of accountability is absolutely essential to provide the level of attention and focus required for its delivery. The Service Owner is responsible for continual improvement and the management of change affecting the services under their care.

The Service Owner is a primary stakeholder in all of the underlying IT processes which enable or support the service they own. For example The Service Owner act as a prime customer contact for all service related issues and inquiries. The Service Owner is responsible to identify opportunities for service improvements, discuss with the customer and raise the RFC

Let us now move on to our next section which explains the role of Process Owner involved in CSI.

Process Owner

The initial planning phase of any ITIL project must include establishing the role of Process Owner. This key role is accountable for the overall quality of the process and oversees the management of, and organizational compliance to, the process flows, procedures, data models, policies and technologies associated with the IT business process.

The Process Owner performs the essential role of process champion, design lead, advocate, coach, and protector. Typically, a Process Owner should be a senior level manager with credibility, influence, and authority across the various areas impacted by the activities of the process.

The Process Owner is required to have the ability to influence and ensure compliance with the policies and procedures put in place across the cultural and departmental silos of the IT organization. The Process Owner is responsible for Communicating process resources to support activities and Periodically reviewing the process strategy.

Let us now move on to our next section which explains the role of Process Manager.

Process Manager

The process manager role is accountable for the operational management of a process Process manager accountabilities include:

  • Working with process owner to plan and coordinate all process activities

  • Appointing people to the required roles

  • Managing resources assigned to the process

  • Working with service owners and other process managers to ensure the smooth running of services

Let us now move on to our next section which explains the role of Process Practitioner.

Process Practitioner

A Process Practitioner is responsible for carrying out one or more process activities.

The responsibilities of the process practitioner include:

  • Understand that how their role contributes to the overall delivery of service and creation of value for the business.

  • Working with other stakeholders, co-workers, users, and customers, to ensure that their contributions are effective

  • Ensure that inputs, outputs, and interfaces for their activities are correct

  • Creating or updating records to show that activities have been carried out correctly

Let us now move on to our next section which explains the roles involved in Seven-step improvement Process.

Seven-step improvement roles

The first role is the Seven-step improvement process owner/process manager

This role is responsible for Planning and managing support for improvement tools and processes They have to work with CSI manager, service owners, process owners and functions to maintain the CSI register

Let us move to the next role of Reporting analyst.

The reporting analyst is a key role in CSI and will often work in concert with the Service Level Management roles. The reporting analyst reviews and analyses data from components, systems, and sub-systems in order to obtain a true end-to-end service achievement.

Let us now move on to our next section which explains the roles involved in CSI Manager.

CSI Manager role

This new role is essential for a successful improvement program. The CSI owner is ultimately responsible for the success of all improvement activities. This single point of accountability coupled with competence and authority virtually guarantees a successful improvement program.

The role of CSI manager can also fulfill the role of the seven-steps improvement process owner/manager The CSI manager’s responsibilities typically include:

  • Developing the CSI domain

  • Communicating the vision of CSI across the IT organization

  • Ensuring that CSI roles have been filled

Let us now move on to our next section which explains the Activities and skill levels needed for CSI.

Activities and skill levels needed for CSI

In addition to the specific roles and activities described in previous sections, many activities of the seven-step improvement process take place in other processes and functions throughout the Service Lifecycle.

Below figure lists the nature of many of these activities and skill required to perform them.

Let us now move on to our next section which explains the Responsibility model – RACI.

Responsibility model - RACI

RACI stands for Responsible, accountable, consulted and informed. Let us learn about the RACI model in detail.

Responsible - The person responsible for correct execution – for getting the job done

Accountable – The person who has ownership of the quality and the end result. We have to take care that Only one person can be accountable for each task

Consulted –  The people who can be consulted and whose opinions are sought

Informed – The people who are kept up to date on progress

Potential Problem: refers to a situation where Having more than one person accountable for a process means that in practice no one is accountable.

Let us now move on to our next section which explains the example of RACI matrix.

Example of RACI matrix

The RACI chart below shows the structure and power of RACI modeling.

The rows represent a number of required activities and the columns identify the people who make the decisions, carry out the activities or provide input.


In this lesson, we covered the following topics:

  • The role of the CSI manager, service owner, process owner, process manager and process practitioner in CSI

  • RACI use in CSI

The next lesson is all about CSI Technology Considerations.

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

Request more information

For individuals
For business
Phone Number*
Your Message (Optional)
We are looking into your query.
Our consultants will get in touch with you soon.

A Simplilearn representative will get back to you in one business day.

First Name*
Last Name*
Work Email*
Phone Number*
Job Title*