Published 07 Dec 2018
In the world before ITIL v3 and Continual Service Improvement (CSI) it was part of a service level manager’s job to identify areas for improvement. However, this was ad hoc and happened mostly if a customer was complaining. We used what were called service improvement pl...
Continual Service Improvement (CSI)|Customer experience|Customer needs|IT service management (ITSM)|IT services|ITIL
Published 31 Mar 2017
There are a couple of ITIL ® processes that you really can’t avoid. Continual service improvement (CSI) is one. If you’re not improving, you’re stagnating. And though you might not yet have a strongly-developed CSI concept or framework, you must assume that most peop...
Behaviour|Continual Service Improvement (CSI)|IT services|ITIL|Leadership|Processes
Published 23 Apr 2019
What is the importance of Continual Service Improvement among ITIL Intermediate ’s lifecycle modules? Adam McCullough explains how the module empowered him in his role as an ITSM professional. Continual service improvement (CSI) is something every business has t...
Certification|Continual Service Improvement (CSI)|IT service management (ITSM)|ITIL|Roles|Value
Published 02 Dec 2016
Continual Service Improvement (CSI) is a key lifecycle of ITIL ® : but why should business focus on CSI and what benefits does it actually bring? To explain why businesses should focus on CSI it’s probably easier – and more powerful – to explore the organizations th...
Business solutions|Continual Service Improvement (CSI)|Customer engagement|Governance|ITIL|Leadership
Published 16 Jun 2015
With Continual Service Improvement (CSI), the six step CSI model is my secret weapon to ensuring IT Service Management (ITSM) practitioners implement changes and service improvements efficiently, effectively and continually . So, what are the six steps and how do you follo...
Adopt and Adapt|Change Management|Continual Service Improvement (CSI)|Frameworks|IT Service Management (ITSM)|ITIL|Management|Vision
Published 26 Apr 2017
At the start of teaching ITIL ® Practitioner I tell candidates that the guidance will become the ‘most thumbed book’ in their arsenal. By the time they finish their training, they agree universally. The response to ITIL Practitioner has been resoundingly positive in ...
Agile|Best Practice|Continual Service Improvement (CSI)|ITIL|Training|Value
Published 13 Jun 2016
Yale University’s IT Service Management (ITSM) journey began in 2011, just before my arrival in 2012. At the time, the University had about 450 central IT staff and a newly appointed CIO who had arrived with a mission to create a world-class ITSM organization. ITIL ® ...
Continual Service Improvement (CSI)|IT Service Management (ITSM)|ITIL|Processes
Published 21 Oct 2016
I n recent years Romania and, more broadly, South East Europe have become a hotbed for international IT services. Due to the region’s Internet of Everything approach, the IT market is booming and facilities like Security Operations Centres (SOCs) and Network Operation Centres...
Communication|Continual Service Improvement (CSI)|IT services|ITIL|Processes|Resource management
Published 21 Jul 2017
How do people working in IT Service Management (ITSM) measure success and – more importantly – what should they measure? What tends to happen in ITSM is people measuring against internally-focused metrics: the number of incidents, service level agreements on incidents, the ...
Continual Service Improvement (CSI)|IT service management (ITSM)|IT services|ITIL|Value
Published 14 Jul 2016
IT Service Management (ITSM) is not about the tools or the technology, but about delivering value to your customer through the use of that technology. The rapid advancements in hardware and software may have shifted the conversation onto what technology makes possible, but th...
Capabilities|Continual Service Improvement (CSI)|IT Service Management (ITSM)|ITIL|Processes|Value