Tag Archives: continual service improvement

Why Continual Service Improvement Is the Crème de la Crème of ITSM

Have you ever thought about the truly basic concepts underpinning continual service improvement (CSI)? Let’s take a look at the words themselves. “Improvement” The main point of CSI is to deliver improvement, so I think it makes sense to start with that word. Often individuals’ preconceptions of improvement limit the scale and scope of what […]

Are You Feeding and Caring for Your CSI Register?

Well, it’s been almost a year since my last blog on continual service improvement (CSI), and I really do hope you’ve already passed the getting started phase, but if not – it’s never too late. The very first step I talked about in that blog is writing down a list of what you would like […]

Continual Service Improvement: More than Process Improvement

It’s important to be good at what you do. In practice that means striving to get better and better. This is a popular attitude and behaviour in IT service management (ITSM), and there is a range of assessment products to measure ITSM process maturity – all basically built on a concept of comparing what is […]

How to Crush Service Desk Complaints by Boosting Your Capabilities with Continual Service Improvement

Long blog title, I know, but hopefully it got your attention. You might be thinking “IT service desk complaints and continual service improvement…I thought that continual service improvement is for improving the important stuff?” I’ll pretend that you didn’t think that about IT support and I’ll carry on like the trouper I am… Picture this: […]

Seven Essential Components of a Successful Improvement Program

Introduction If you’re following IT service management (ITSM) trends, you’ll have noticed continuous improvement is “the new black,” known to the ITIL-aware as “continual service improvement (CSI)”. Whether you prefer ‘continual’, or ‘continuous’, they share the same origins and core concepts, and represent a management philosophy and ongoing commitment to an effort to improve products, […]