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Introduction to the ?Continual Service Improvement Toolkit



Welcome to the Continual Service Improvement toolkit.

Within this toolkit you, will find lots of useful information that will not only help you to update your knowledge and understanding of the new Continual Service Improvement phase and accompanying processes, but also provide you with relevant bonus materials and practical, usable materials for use within your working environment.

How it works

Follow the “Toolkit Roadmap” to navigate your way through the

documents within the toolkit. This will direct you through the

relevant stages of Continual Service Improvement .

Structure of the Toolkit

Documents are organized based on the PDCA Cycle

Plan Improvements.

Data Collection.

Data Analysis and Reporting.

Making Improvement.

Documents can be used to create a program for continual improvement, manage individual opportunities for improvement, or both.

Information Sources

The CSI Toolkit was created using sources from several recognized approaches, including:

ISO/IEC 20000.



COSO Internal Control Framework.

The intention of the Toolkit is not to prefer one approach over another, but to establish and communicate common ground in continual improvement concepts and methods.

Aim of the Toolkit

Provide a detailed overview of the Continual Service Improvement phase from an ITIL perspective .

Provide relevant bonus materials such as, ISO 20000, ISO 9000, Six Sigma, and Return on Investment information and calculators.

Provide practical and user-friendly documents for you to use within your organization, including a Continual Service Improvement Readiness Assessment.