Continual Service Improvement (CSI) aims to improve the quality of services by learning from past successes and failures. The MSU IT Service Management Office identifies and supports such improvement activities through service and process reviews, consultations, and analysis.
The ITIL continual improvement model provides simple steps for improvement initiatives of any size. Following this model increases the likelihood that ITSM initiatives will be successful, and ensures that improvement efforts align with the organization's vision.
The ITIL Continual Improvement Model
| 1. What is the vision? |
Business vision, mission, goals and objectives |
| 2. Where are we now? |
Perform baseline assessments |
| 3. Where do we want to be? |
Define measurable targets |
| 4. How do we get there? |
Define the improvement plan |
| 5. Take action |
Execute improvement actions |
| 6. Did we get there? |
Evaluate metrics and KPIs |
| 7. How do we keep the momentum going? |
|
Improvement efforts will further benefit from applying the ITIL guiding principles throughout each step. Click here to read more about the guiding principles and how they can be applied to the Continual Improvement model.