– Purpose and objectives of the CSI
– Integrate CSI into organizational processes
– How CSI creates business value
The CSI approach
– Asking the right business questions to ensure that the CSI initiative is guaranteed
– Illustrate interfaces with other stages of the ITIL lifecycle

Establish accounting
– Define unambiguous ownership and roles
– Support application of CSI with CSI registry
– CSI and service level management Provide adequate governance
– Knowledge management is a key element in any initiative improvement
– Implement and enforce CSI with the Deming cycle
– Service measures
– Ensure effective governance with CSI
– Support CSI with frameworks, models, standards and quality systems

Determine what to measure
– Define what you need to measure: metrics that fully support your business goals
– Define what you can measure
– Conduct analysis to identify what is or can be measured today and what what is actually required Collect the data
– Analyze data for an end-to-end perspective of services and / or process performance
– Analyze data, objectives achieved, trends in progress, corrective actions required, cost of such an intervention
– Presentation and use of information
– Implementation of corrective actions
– Integrating CSI into other phases of the life cycle

Activities allowing continuous improvement of services
– Gap analysis
– Benchmarking
– Design and analysis of service measurement frameworks
– Create a return on investment
Production of service reports Key
metrics
– Technological metrics – Process metrics (CSFs and KPIs )
– Service measures
– Undertake a SWOT analysis
– Measure the benefits in relation to the business
Support the activities of CSI
– Management of availability, capacity, continuity of IT services, knowledge issues

– Define roles and responsibilities: service owner, process owner, process owner, process practitioner
– Choose organizational structures that promote CSI
– Define tool requirements for successful implementation
– Automated resolution incidents and problems
– Statistical analysis tools and business intelligence and reporting

Key considerations
– Knowing where to start
– Establishing the role of governance
– Determining the effects of change in the business
– Developing a communication strategy and plan
Implementation challenges and risks
– Establishing key success factors and key performance indicators (KPI)
– Develop risk-benefit analyzes for the adoption of continuous improvement of services