Continual Service Improvement (CSI) phase

Continual Service Improvement (CSI) at ITS

Congratulations!  Your service is up and running and you are using ServiceNow to fulfill requests, fix things, and make updates.  A service that is in production is never finished.  Using ServiceNow to fulfill, fix, and change your service offering will enable you to measure all aspects of its health.  If you can’t measure IT, you can’t improve IT. The successful Service Offering Manager finds time to work on the following things that will result in continual service improvement and drive up customer satisfaction. 


  • Complete the quarterly service maturity assessment in ServiceNow.  You will receive a notification when it is generated, and you can find it by searching for Assessment in ServiceNow. 
  • Create a “General Service Overview” Knowledge Base article for your offering by copying this article: KB0020463. 
  • Develop new Knowledge Base articles in response to Incidents and Problems that are entered into ServiceNow with the goal of reducing them in the future. 
  • Regularly review the Key Performance Indicators (KPIs) for your services and/or service offerings.  The ITS Process owners have developed standard KPI’s that can be viewed across all offerings or sliced by service group, service, and offering.  You may also develop your own custom KPI views and reports in Metricus.  
  • Assure that you have more than one Subject Matter Expert (SME) for your offering.  If possible, identify someone who can succeed you as Service Offering Manager. 
  • Review the Point of Delivery surveys that are filled out for Incidents and Requests for your offering
  • Utilize other measures appropriate measure of customer feedback such as focus groups or the bi-annual ITS Survey
  • Use all available feedback, KPI’s and the maturity assessment to develop and document a Continuous Service Improvement plan (CSI) for your offering. 
  • Assure that all applications used to deliver your offering are covered by ITS Disaster Recovery planning

According to ITIL:

Continual service improvement ensures that services are aligned with changing business needs by identifying and implementing improvements to IT services that support business processes. The performance of the IT service provider is continually measured and improvements are made to processes, IT services and IT infrastructure in order to increase efficiency, effectiveness and cost effectiveness. Continual service improvement includes the seven-step improvement process. Although this process is associated with continual service improvement, most processes have activities that take place across multiple stages of the service lifecycle.