ITIL Service Management aims to achieve the desired and expected service levels. The ITIL CSI (continual service improvement stage) of the ITIL service cycle aims to improve services continuously. The interplay between service management and the service lifecycle stages is discussed in detail in the ITIL Online courses, as well as in the free ITIL courses. ITIL CSI is based on the principle of service level management. This is explained in these courses. ITIL CSI’s objectives are met if you provide the services at the desired, planned, and expected levels. This is because ITIL CSI strives to continuously improve the quality of services. Continuous service improvement aims to exceed service level targets as set out in ITIL service level management. New targets will be established during ITIL service management reviews.
Steps for Service Management Support CSI
Service management and CSI are intricately linked. Service level management processes are integral to the ITIL CSI 7-step process. These are the seven steps of the ITIL CSI process:
Identify the improvement approach.
Describe what you will measure.
Collect the Data.
Then, process the data.
Analyze the data.
Present the information and use it.
Corrective or remedial actions should be taken
ITIL Service Management supports each of these activities. These are activities of service management that support the 7-step improvement process.
Service management supports what is measured in CSI
ITIL Service Management, specifically service level management, focuses on how to measure it. The measurement and analysis of services is the core of the ITIL CSI improvement process. To identify the strengths and weaknesses of the service, you need to measure them and take the appropriate actions to improve them. This is where the service level management process helps to determine what services and processes need to be measured and supports the 7-step improvement process of ITIL CSI.
Service management is the definition of the monitoring requirements for CSI
The ITIL Service Design stage determines the metrics that will be used to measure the service’s performance. The service’s performance is assessed and the metrics are established to monitor it. ITIL service management, specifically the service level management process, defines how a service will be measured and what metrics will be used. These activities also support the ITIL CSI. CSI is the ITIL stage that monitors service levels based on the metrics developed during the Service Design phase of the ITIL service cycle. These metrics are used to measure the service’s performance and determine which metrics can be improved.
Support the CSI process by reporting compliance with service levels
As part of the ITIL service management processes, compliance with service levels must be reported. To achieve a higher service level, it is necessary to first meet the current targets. ITIL service management processes ensure compliance with SLA. If the service levels are not meeting the agreed service level targets, the CSI process kicks into action to determine how the service can improve so it can meet its service level targets. This activity supports the 7-step ITIL CSI process to determine if the IT service provider is meeting its targets.
The CSI process is supported by service management and cooperation with the business
The ITIL service management processes work in partnership with the business to address new service requirements and changes to exi