InvGate Blog

So, you’ve finally remembered the fifth of the ITIL v3 IT service management (ITSM) books – Continual Service Improvement (CSI) and you’re wondering how best to employ this best practice. Although you might have also read the new ITIL 4 Foundation book and noticed that CSI is now simply “continual improvement” - I think we’ll be calling it CSI for quite a while yet though. Especially as the CI acronym is already taken by configuration item. Alternatively, you might have already set a CSI capability up within your organization but are struggling to see any positive returns. Either way, this blog is for you as we share 10 tips for succeeding with CSI (or continual improvement if you’ve already moved on to ITIL 4!)..

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.