Presentation 1

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

2011 copyright of Pultorak & Associates, Ltd. unless otherwise stated.

Course 4572 Continual Service Improvement (CSI) v2.2

www.pultorak.com
(206) 729-1107

Presentation 2

The ITIL Intermediate Qualification: Continual Service Improvement (CSI) Certificate is a free
standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the
modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this
training module and the associated exam and certificate is, respectively, to impart, test, and validate
the knowledge on industry practices in service management as documented in the ITIL Continual
Service Improvement publication.

__________________________________________________________________________________

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

2011 copyright of Pultorak & Associates, Ltd. unless otherwise stated.

Course 4572 Continual Service Improvement (CSI) v2.2

www.pultorak.com
(206) 729-1107

Presentation 3

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

2011 copyright of Pultorak & Associates, Ltd. unless otherwise stated.

Course 4572 Continual Service Improvement (CSI) v2.2

www.pultorak.com
(206) 729-1107

Presentation 4

The syllabus for this course specifies a terminology list. After studying this course, you are expected
to understand the meanings of the terms on the list in the context of CSI. This list does not include
terms that are explicitly mentioned within the learning units of this syllabus for example, "service
level management. The list is shown here and in the content that immediate follows; some terms are
simply listed, as they will be defined in context later in the course.
* These are the CSI terms that have not been defined within the lessons, but are defined in the
summary module of this course.

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

2011 copyright of Pultorak & Associates, Ltd. unless otherwise stated.

Course 4572 Continual Service Improvement (CSI) v2.2

www.pultorak.com
(206) 729-1107

Presentation 5

The syllabus for this course specifies a terminology list. After studying this course, you are expected
to understand the meanings of the terms on the list in the context of CSI. This list does not include
terms that are explicitly mentioned within the learning units of this syllabus for example, "service
level management. The list is shown here and in the content that immediate follows; some terms are
simply listed, as they will be defined in context later in the course.
* These are the CSI terms that have not been defined within the lessons, but are defined in the
summary module of this course.

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

2011 copyright of Pultorak & Associates, Ltd. unless otherwise stated.

Course 4572 Continual Service Improvement (CSI) v2.2

www.pultorak.com
(206) 729-1107

Presentation 6

The syllabus for this course specifies a terminology list. After studying this course, you are expected
to understand the meanings of the terms on the list in the context of CSI. This list does not include
terms that are explicitly mentioned within the learning units of this syllabus for example, "service
level management. The list is shown here and in the content that immediate follows; some terms are
simply listed, as they will be defined in context later in the course.
* These are the CSI terms that have not been defined within the lessons, but are defined in the
summary module of this course.

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

2011 copyright of Pultorak & Associates, Ltd. unless otherwise stated.

Course 4572 Continual Service Improvement (CSI) v2.2

www.pultorak.com
(206) 729-1107

Presentation 7

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

2011 copyright of Pultorak & Associates, Ltd. unless otherwise stated.

Course 4572 Continual Service Improvement (CSI) v2.2

www.pultorak.com
(206) 729-1107

Presentation 8

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

2011 copyright of Pultorak & Associates, Ltd. unless otherwise stated.

Course 4572 Continual Service Improvement (CSI) v2.2

www.pultorak.com
(206) 729-1107

Presentation 9

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

2011 copyright of Pultorak & Associates, Ltd. unless otherwise stated.

Course 4572 Continual Service Improvement (CSI) v2.2

www.pultorak.com
(206) 729-1107

Presentation 10

In order to identify improvement opportunities, the measurement of current performance is an

important factor. Consider the following sayings about measurements and management:
You cannot manage what you cannot control.
You cannot control what you cannot measure.
You cannot measure what you cannot define.
If services and processes are not implemented, managed and supported using clearly defined goals,
objectives and relevant measurements that lead to actionable improvements, the business will suffer.
Depending upon the criticality of a specific IT service to the business, the organization could lose
productive hours, experience higher costs, suffer loss of reputation or, perhaps, even risk business
failure. Ultimately it could also lead to loss of customer business. That is why it is critically important
to understand what to measure, why it is being measured and what the successful outcome should be.

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

2011 copyright of Pultorak & Associates, Ltd. unless otherwise stated.

Course 4572 Continual Service Improvement (CSI) v2.2

www.pultorak.com
(206) 729-1107

Presentation 11

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

2011 copyright of Pultorak & Associates, Ltd. unless otherwise stated.

Course 4572 Continual Service Improvement (CSI) v2.2

www.pultorak.com
(206) 729-1107

Presentation 12

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

2011 copyright of Pultorak & Associates, Ltd. unless otherwise stated.

Course 4572 Continual Service Improvement (CSI) v2.2

www.pultorak.com
(206) 729-1107

Presentation 13

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

2011 copyright of Pultorak & Associates, Ltd. unless otherwise stated.

Course 4572 Continual Service Improvement (CSI) v2.2

www.pultorak.com
(206) 729-1107

Presentation 14

ITIL Continual Service Improvement provides guidance in these four main areas.
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

2011 copyright of Pultorak & Associates, Ltd. unless otherwise stated.

Course 4572 Continual Service Improvement (CSI) v2.2

www.pultorak.com
(206) 729-1107

Presentation 15

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

2011 copyright of Pultorak & Associates, Ltd. unless otherwise stated.

Course 4572 Continual Service Improvement (CSI) v2.2

www.pultorak.com
(206) 729-1107

Presentation 16

These activities do not happen automatically. They must be owned by individuals within the service
provider organization who are empowered to make things happen. They must also be planned and
scheduled on an ongoing basis. By default, improvement becomes a process within ITSM with
defined activities, inputs, outputs, roles and reporting levels. CSI must ensure that ITSM processes are
developed and deployed in support of an end-to-end service management approach to business
customers. It is essential to develop an ongoing continual improvement strategy for each of the
processes as well as for the services that they support.
The deliverables of CSI must be reviewed on an ongoing basis to verify completeness, functionality
and feasibility and to ensure that they remain relevant and do not become stale and unusable. It is also
important to ensure that monitoring of quality indicators and metrics will identify areas for process
improvement.
Since any improvement initiative will more than likely necessitate changes, specific improvements
will need to follow the defined change management process.
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

2011 copyright of Pultorak & Associates, Ltd. unless otherwise stated.

Course 4572 Continual Service Improvement (CSI) v2.2

www.pultorak.com
(206) 729-1107

Presentation 17

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

2011 copyright of Pultorak & Associates, Ltd. unless otherwise stated.

Course 4572 Continual Service Improvement (CSI) v2.2

www.pultorak.com
(206) 729-1107

Presentation 18

Selecting and adopting the best practice as recommended in the CSI publication will assist
organizations in delivering significant benefits. It will help you to set up CSI and the process that
supports it, and to make effective use of the process to facilitate the effective improvement of service
quality.

__________________________________________________________________________________
__________________________________________________________________________________

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

2011 copyright of Pultorak & Associates, Ltd. unless otherwise stated.

Course 4572 Continual Service Improvement (CSI) v2.2

www.pultorak.com
(206) 729-1107

Presentation 19

CSI Figure 3.1 shows an overall approach to continual service improvement (CSI) and illustrates a
continual cycle of improvement. This approach to improvement can be summarized as follows:
Embrace the vision by understanding the high-level business objectives. The vision should align
the business and IT strategies.
Assess the current situation to obtain an accurate, unbiased snapshot of where the organization is
right now. This baseline assessment is an analysis of the current position in terms of the business,
organization, people, process and technology.
Understand and agree on the priorities for improvement based on a deeper development of the
principles defined in the vision. The full vision may be years away but this step provides specific
goals and a manageable timeframe.
Detail the CSI plan to achieve higher quality service provision by implementing or improving
ITSM processes.
Verify that measurements and metrics are in place and that the milestones were achieved, process
compliance is high, and business objectives and priorities were met by the level of service.
Finally, the approach should ensure that the momentum for quality improvement is maintained by
assuring that changes become embedded in the organization.

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

2011 copyright of Pultorak & Associates, Ltd. unless otherwise stated.

Course 4572 Continual Service Improvement (CSI) v2.2

www.pultorak.com
(206) 729-1107

Presentation 20

The business needs to be involved with CSI in decision-making on what improvement initiatives make
sense and add the greatest value back to the business. There are some key questions that will assist the
business in making decisions about whether a CSI initiative is warranted or not.
The CSI approach will enable the correct questions to be asked from both a business and an IT
perspective. Not understanding some of these questions can lead to challenges, perceived poor service
or in some cases actual poor service.
There is a common belief that CSI activities cannot improve a service that doesnt yet exist and that
the service has to be operational to identify improvement opportunities. However, CSI can add value
in designing a new service by bringing the knowledge and experience from improving existing
services. CSI can proactively prevent the potential flaws in the new service. CSI activities can be
executed within service strategy, service design, service transition and service operation.
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

2011 copyright of Pultorak & Associates, Ltd. unless otherwise stated.

Course 4572 Continual Service Improvement (CSI) v2.2

www.pultorak.com
(206) 729-1107