The core CSI purpose is to continually align and then re-align IT services to constantly changing business needs by identifying and then implementing quantifiable improvements to IT services that support the business.
Such CSI improvement activities support the full service lifecycle approach across all of Service Strategy, Service Design, Service Transition and Service Operation. (Remember the lifecycle diagram - with CSI moving around the outside and interfacing with every stage).
A valuable CSI process must always help the Service Provider to look for ways to enhance and improve process efficency and effectiveness.
Recall the management 'mantra':
1. If you cannot measure it - you cannot manage it
2. If you cannot manage it - you cannot control it
3. If you cannot control it - you are destined for failure!
Remember - you simply cannot measure what you cannot define in the first place.
The business will always suffer if IT Service processes are not implemented, managed and supported using:
1. Clearly defined goals
2. Well defined objectives
3. Relevant measurements
... all of which must lead to real world, actionable improvements.
Typical business 'pain' here might include: loss of productivity, increased costs, loss of reputation, increased business risks or maybe even total business process failure.
Understanding what to measure, why it is being measured and then carefully defining the desired (successful) outcome is an imperative with ITIL CSI.
CSI Purpose - Why ITIL CSI is Important
