ITIL Definition of CSI Initiatives Process | ITIL CSI | ITSM

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What is ITIL Definition of CSI Initiatives Process in ITSM? 

Definition of CSI Initiatives is one of the main processes under ITIL’s Continual Service Improvement (CSI) process group of IT Service Management (ITSM) framework. This Process is also known as “Definition of Improvement Initiatives”. This process is used to define specific initiatives aimed to improve the quality of services and processes. These initiatives are planned based on the results received from Service Review and Process Evaluation processes respectively.

ITIL Definition of CSI Initiatives Objective: 

The primary objective of Definition of CSI Initiatives is to define specific initiatives aimed to improve services and processes quality, based on the results of service reviews and process evaluations.

ITIL Definition of CSI Initiatives Scopes: 

As described in ITIL v3, this process takes improvement initiatives based on the internal assessment of service or processes. But the initiatives planned for improvement are either internal initiatives pursued by the service provider or initiatives which require cooperation from the customer end. So the scope of this process includes all the stakeholders of a service or process.

Important Terminologies & Definitions: 

CSI Register: This is a new term introduced in ITIL v3 (2011), previously it was known as Service Improvement Plan (SIP) within ITIL V3 (2007). The CSI Register is used to record and manage improvement opportunities identified by Continual Service Improvement (CSI) throughout the process lifecycle.

What is CSI Register? 

According to ITIL v3 (2011), CSI Register is the database which records all the improvement areas and categorizes them into small, medium or large undertakings. It also records the benefits that can be achieved by a specific improvement initiative, which is then used to prioritize the improvement plan. That means it categorizes those improvement opportunities as “quickly achievable”, “medium-term achievements”, and “long-term achievements”.

The CSI register contains important structured information about services that are stored as part of the Service knowledge management system (SKMS). It provides visibility to CSI by ensuring that all initiatives are captured and recorded and benefits realized. Additionally, it measures the benefits to show that those activities have given desired results.

The CSI register provides a coordinated, consistent view of the improvement activities. This helps to maintain the balance between CSI register (of CSI initiatives) and the business strategic initiatives. CSI register also maintains strong coordination with other service management processes such as service level Management, problem management, capacity management, and change management. It is the responsibility of the CSI Manager to maintain the integrity and reliability of CSI Register.

ITIL Definition of CSI Initiatives Sub-Processes: 

There are no defined sub-processes under this Definition of CSI Initiatives process. The process flow is shown in the below diagram:

ITIL Definition of CSI Initiatives Process

Important Roles in ITIL Definition of CSI Initiatives: 

CSI Manager: Along with other processes of CSI, the CSI Manager role is the process owner of this process also. The Continual Service Improvement (CSI) Manager is responsible for managing improvements to IT Service Management processes and IT services. Particularly in “Definition of CSI Initiatives” process he has the responsibility of maintaining the CSI Register and taking decisions regarding improvement initiatives.

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