What is the objective of Continual Service Improvement (CSI) in ITIL?

The objective of Continual Service Improvement (CSI) in ITIL is to continually improve service quality and efficiency. This is achieved through a structured approach to identify and implement improvements in services, processes, and the overall service management practices over time.

CSI emphasizes the importance of using metrics and feedback to inform improvement initiatives, driving a culture of ongoing enhancement rather than merely maintaining current operations. By focusing on incremental changes based on analysis and evaluation, organizations can enhance their services to better meet customer needs, improve performance, and deliver greater value.

This approach contrasts with an exclusive focus on maintaining existing services, which may lead to stagnation rather than progress. Rapidly introducing new services might overlook the quality and effectiveness of existing offerings. Cost reduction is certainly a consideration; however, it is not the primary objective of CSI. Instead, improving service quality and efficiency holistically contributes to long-term value for both the service provider and its customers.