Overview of Continual Service Improvement (CSI)

The demand for IT services and software products are increasing in a faster way. Even we have seen during this pandemic situation how the demand for IT services/products have been raised. One of the important point is when one IT company brings a new IT product/service to the market, we think the task is over and we have the desired product with us. But the scenario is not actually like that. Actually when an IT company brings any product/service to the market then a new task is added to their task list. That is providing continuous service improvement of the product/service. 

A simple example can be updating  mobile applications frequently, that means company is adding new features, eliminating the existing bugs, improving performance and soon, that’s why after updating the mobile app we are getting the same services with more advanced way, with higher performance rate. Yes, this is called continual service improvement.

In this article we will discuss more about this Continual Service Improvement, different stages of it and finally end goal of it. Let’s start exploring the topic.

Continual Service Improvement :
Learning from previous failures and success and deriving techniques from it for further improvement of efficiency and effectiveness of IT services and processes is nothing but the main motto of Continual Service Improvement. 

This Continual service improvement is considered as one of best approach in Information Technology Information Library (ITIL) services lifecycle which uses metrics-driven methodology for identification of opportunities for improvement and measuring it’s impact.

As well as in an aim of providing better service to the user it provides guidance on better strategies, principles, practices and techniques of design and development.  

Stages of Continual Service Management :  
Continual Service Management includes seven stage improvement process. The seven step constitute is known as knowledge spiral. The knowledge gathered from one level becomes an input to next levels. Gradually, the practically gained knowledge upgrades to become an input at other level.  

1. Identifying the approach for improvement –
   Before implementation of any improving strategy, first understand continuous improvement, set the account goals as per business and then target continuous improvement.
2. Defines what should be measured –
   Compare between ideal measurement and actual measurement. Then identify the gaps and find realistic measurement plans which supports improvement strategy.
3.  Collects essential data –
   Data is collected through persistent monitoring. This process is done either manually or technically for further utilization .
4. Processes data –
   After collection of data through a continuous monitoring it is then converted into a form according to audience preferable use.
5. Proper Presentation and utilization of information –
   Present collected and analyzed information in a proper manner with right amount of detailed information as it is required for decision making.
6. Analyze the information and data –
   Combined source of data transforms information into knowledge, which further survey and impacts and evaluates the overall business .
7. Implement the improvement –
   Changes made mainly focuses on making important improvements which implements optimization and correction of services, tools and process takes place .

Goals of CSI:  

1. Defines and guides the measurements objectives.
2. Collect and combine data
3. Processes data
4. Analyzes data.
5. Explains the use assessment and informative part
6. Implements corrective action.

Continual Service roles:

• All the IT roles like administrations are easy to operate within an specific continual service improvements prototype.
• It has brought many addition roles designated to several organization using ITIL and ITSM features.

Finally, we can say CSI is must to ensure the existence of the IT product/service in the market. As implementing CSI helps in making best out of it optimizing advantages of IT capabilities and resources, gives way to make IT more efficient, beneficial and cost effective which helps it to continue business value. Moreover, it also helps in signify the actual value with metrics.