ITIL V3 CSI Toolkit

Continual Service Improvement - CSI: A Key Element of the ITIL® Service Lifecycle

Why You Should Use this Toolkit

This toolkit covers all levels of applying Continual Service Improvement as part of ITSM maturing process.  Presentations and files in this kit focus on using the Service Management Lifecycle as a tool to continually evaluate and mature processes within the context of the business needs.  This includes the application of the CSI principals against the current service portfolio, the ever changing business needs, and future changes in technology.

As business demands and dependency on IT services continue to increase, it is important that IT organizations move from a reactive to a proactive Continual Service Improvement practice. To meet and achieve service agreements, IT providers must develop a culture of measurement that continually tests the value, quality, performance and compliance of the services within their portfolio. As the ITIL axiom states:

• What is not defined cannot be controlled
• What is not controlled cannot be measured
• What is not measured cannot be improved

Whether you are implementing ITIL version 2 or version 3, CSI should be focused on creating a baseline, continually measuring back to the baseline and identifying opportunities for improving IT services as well as Service Management processes. The ultimate goal of CSI is to continually demonstrate improvement in a formalized manner to achieve a higher quality of IT service delivery to the business to enable business outcomes.

This Toolkit will help you identify the steps required for implementing a successful CSI practice and how to incorporate it into your ITIL program/project.  The Toolkit is based on industry practices in service management and strategy as documented in the ITIL Continual Service Improvement book.

What You Will Gain with this Kit:

this Kit will enable you to implement, manage and maintain:

• Purpose, scope and objectives of CSI
• Key principles for a CSI practice
• Interaction between CSI and other lifecycle modules
• Creating Return on Investment (ROI)
• Using the CSI Model
• Key activities of the Seven-Step Improvement Process
• Importance of Knowledge Management in support of CSI activities
• Key Measurement and Service Reporting
• Keys to proper trending and analysis
• Key methods and techniques for CSI
• How to organize for CSI
• How to start using CSI even if you are using V2
• How to identify critical success factors, risks and challenges
• Technology for Continual Service Improvement

Who Should Use the Kit

• Individuals who require a detailed understanding of the ITIL CSI phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
• IT professionals working within or about to enter a CSI environment and who require a detailed understanding of the processes, functions and activities involved

Thirty (30!) Ready to use Files in Total:

Why ITIL V3?

ITIL V3’s most significant benefit is that it shows you what to do in terms of improving IT operations – and how to do it. All of the ITIL V2 processes are contained within V3, with greater emphasis on how to demonstrate value to the business with examples of ROI statements and case studies. Now is an opportune time to apply the lifecycle principles to your environment and ensure that the service ethos of continual service improvement is an integral part of business as usual.

Plus, with ITIL now used as the basis for the international quality standard (ISO/IEC 20000), your organization can receive independent verification of IT Service Management excellence. Among the many benefits, this standard provides organizations with a competitive edge in the RFP process and can be instrumental in audit preparation.