IT must continually align and re-align IT services to the changing business needs by identifying and implementing improvements to IT services that support the business. ITIL V3 places this within the lifecycle phase of Continual Service Improvement.

An IT service is created by a number of activities. The quality of these activities and the process which links these activities determine the quality of the eventual service. CSL focuses on the activities and processes to improve the quality of services and its goal is for continual improvement of the effectiveness and efficiency of IT services, allowing them to meet the business requirements better.

The Topics are covered

• CSI Improvement Process
• Service Reporting

By measuring and analyzing the process results in all service lifecycle phases you can determine which results are structurally worse than others. These offer the highest improvement probability.

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