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Kaimar Karu

After commencing his studies in philosophy in the late nineties, Kaimar decided to add a practical element to his life (and to pay his bills) by turning his hobby into a career. His roles in technical support and software development led to the world of project management, and he took on the task of setting up a PMO for a government agency. After successfully delivering several key EU projects with his awesome team, Kaimar moved to IT service management (ITSM) to help organizations worldwide become better at delivering customer value. Before joining AXELOS, where his role was to oversee the product strategy and development for ITIL, PRINCE2, and the rest of the Best Practice portfolio, including co-authoring ‘the best ITIL book out there’ – ITIL Practitioner – Kaimar spent three years working with Skype on improving their ITSM and operational capabilities.
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Recent Posts

ITSM 101: When CSI Does More Harm Than Good (and How to Avoid It)

Posted by Kaimar Karu on November 7, 2018 at 8:56 AM
Continual service improvement (CSI) has unfortunately been a long-neglected area in IT service management (ITSM), sometimes viewed as the ultimate post-success undertaking (“We’ll get to that once all of the planned work has been completed” – which is shorthand for “never”). With the publication of ITIL Practitioner, CSI as crucial capability has become significantly more prominent, but the results could often be better. This blog explains why and what to do about it.
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Topics: CSI, Continual service improvement, ITIL, ITSM

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