Continual service improvement (CSI) should be an integral part of every stage of the ITIL service management framework: if you’re not improving you’re stagnating. Your service desk may be doing a fantastic job at responding to incidents, but if their role is reactive rather than proactive there might be huge improvements that are being missed - improvements that could make the number of those incidents fall dramatically.
In this session, Richard Josey, Lead service management consultant for Thebes Group, explains the importance of continual service improvement and gives you six simple steps which can transform your organization’s culture from responsive and reactive to a focused culture of improvement.
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