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Continual Service Improvement is a labor of love for many but it does not need to be an onerous job to get it off the ground and drive ongoing momentum. You may be surprised to hear that you probably already have everything you need to implement a “fit for purpose” and scalable CSI process.


IT Service Management toolsets are fast breaking conventional boundaries by aggregating a myriad of business process disciplines like Human Resources and Facilities Management. CSI should be no exception.


Think about how “Modern” Software companies go about application development. Community forums are now the primary vehicle to plug into the real needs and requirements of the customer. Ideas are posted, voted on and delivered back in the form of agile software releases delivering relevant value to the people that use those tools. Why not take the same approach to CSI in your own organization?


When you break it down, a CSI process has some core components:


CSI Flow.png

Starts with an Idea, typically thought up by those on the ground or closest to the action. Once the idea is captured and assessed based on community interest it is designed, built and deployed. To ensure ongoing process adoption be sure to include a feedback loop so that those submitting the ideas see tangible outcomes for their efforts.


So how can you ITSM toolset help you ask?


  • Idea is submitted through your Self Service Portal
  • It is automatically categorized and assigned using your pre-built process. Feel free to have a Service Level attached at this point
  • Through a social media or “Chatter” like feature which exists in most leading IT Service Management toolsets, it is published as
    a CSI idea allowing the community to express their support, feedback and interest
  • Once enough interest is received the idea is scheduled into a Change Request for implementation
  • Once implemented “Chatter” is used as the group feedback loop


As you have now captured the process from start to finish in your ITSM tool leverage it’s in built dashboards and analytics capability to deliver ongoing reporting to your stakeholders