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This is both the fifth ITIL v3 publication in the ITIL v3 Lifecycle Suite, and the fifth phase of the ITIL Service Lifecycle.  The ITIL Service Lifecycle comprises the following ‘phases’ - Service Strategy, Service Design, Service Transition, Service Operations, Continual Service Improvement.  Each have their own separate publication.  Those of you familiar with ISO Standards, you’ll notice the ITIL Service Lifecycle phases closely match “Plan - Do - Check - Act” found in all ISO Standards.

Continual Service Improvement (CSI) focuses on the performance of IT Services; measuring and monitoring Services with the aim of continually improving efficiency, effectiveness and customer satisfaction levels:- Process Compliance, Quality, Performance, Business Value of a Process.  This fifth phase, as detailed above, is based on the ‘Plan - Do - Check - Act’ (PDCA) cycle found in ISO Standards. The PDCA cycle was developed on the work of Dr. W. Edwards Deming.  

For further reading about Dr. W. Edwards Deming click this link.  

Therefore, Continual Service Improvement receives - as inputs - outputs from all the other four phases of the ITIL Service Lifecycle in the form of Critical Success Factors (CSFs), Key Performance Indicators (KPIs), Baselines and Benchmarks, Gap Analysis, Balanced Scorecard, CMM (capability maturity model) process maturity assessments, etc.  Naturally, the CSI phase processes adhere to the same Change Management and Configuration Management policies, procedures and processes as all the other ITIL Lifecycle phases.

Click the following link to try out our ITIL v3 Free Quiz.
The ITIL v3 Continual Service Improvement publication is available as a book or on CD. The latter may be purchased for stand alone or networked use.  To purchase this book or the complete Lifecycle Suite, simply click the graphic links above or go to our ITIL bookshop and use the Amazon search box found in the right hand side; use the search category “books” and “ITIL Lifecycle” or, category “books” and “ITIL Continual Service Improvement”.
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ITIL v3 continual service improvement

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