Continual Service Improvement (CSI) is arguably the most important phase within ITIL, however IT departments seldom put anything in place to reap the benefits that the discipline can offer, opting to continue on the reactive hamster wheel of fire-fighting regardless.
The cornerstone of any IT department will involve a strong focus on their Service Desk with an emphasis on project, incident and change management whilst your existing processes and technology quickly stagnate leaving the familiar world of re-active chaos that most have had some experience with.
CSI is very much a journey rather than a destination but relatively easy and inexpensive to implement by immediately monitoring and improving every aspect of what your traditional IT department offers its customers.
Whether it be improving existing processes, services or overall efficiency of the IT department, it shouldn’t take too long until you see visible and measurable results that can be felt both in and outside of IT that will ultimately allow your business the ability to react to change rapidly.
My personal CSI journey began with an identification process that reached out to people across the whole IT team to voice their biggest frustrations by adding ideas for improvement to a ‘CSI Register’ that allowed users to focus on where we are now and the future state that their improvement idea could offer by also advising what critical success factors and KPI’s they would benefit.