The document describes the 7-step continual service improvement (CSI) process. The CSI process is a cyclical approach to improving IT services through better design, introduction, and operation. It involves identifying a vision and strategy, defining metrics, gathering and analyzing data, implementing improvements, and continually evaluating progress. The goal is to continually assess and enhance services to create value for customers.
2. The Continual Service Improvement book is focused on creating and maintaining value
for customers through better design, introduction, and operation of services.
23 7-Step (CSI) Improvement Process
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