CHAPTER 8: CONTINUAL SERVICE IMPROVEMENT
No IT service is perfect. On the rare occasion a service is fully aligned with business requirements, it won’t stay that way for long. Services need to be continually improved to make sure they stay aligned with changing business needs.
Continual improvement can be applied to IT services, its structure and its processes. Service quality, service cost and the efficiency of service delivery all need to be considered as part of any continual improvement initiative.
Continual Service Improvement (CSI) theory
The purpose of the CSI stage of the lifecycle is to make sure services and service management are improved. ...