ITIL Continual Service Improvement (CSI)

ITIL Continual Service Improvement (CSI) is the fifth and final stage of ITIL Service Lifecycle under ITIL’s IT Service Management Framework (ITSM). It aims to deal with measures to be adopted to improve the service quality by learning from past successes and failures. Continual Service Improvement also aligns and realigns IT Services to the changing business requirements by identifying and implementing changes for improvements. For doing this, it takes the similar approach described in Deming Cycle (PDSA Cycle). The ITIL Continual Service Improvement (CSI) describes the best practices for achieving incremental and large-scale improvements in services quality, operational efficiency, and business continuity. It effectively describes and utilizes the concept of Key Performance Indicator (KPI), which is a metrics-driven process, for reviewing, evaluating, and benchmarking performance of services.