Establishing a Continual Service Improvement Model: A Case Study

  • Sanna Heikkinen
  • Marko Jäntti
Part of the Communications in Computer and Information Science book series (CCIS, volume 301)


The Continual Service Improvement (CSI) section of the IT Infrastructure Library (ITIL) version 3 provides IT companies with best practices for the improvement of services and service management processes. Unfortunately, many IT companies consider ITIL-based practices (including CSI) too abstract for their purposes. The research problem in this study is: which methods and practices are related to Continual Service Improvement in IT service management? The main contribution of this paper is an improved version of the CSI model that provides a more detailed and practical view of CSI activities: measurement, reporting and processing of the service development ideas. Our model is compatible with ISO/IEC 20000 standard requirements and ITIL v3 practices. The model emphasizes the importance of change management process in the management of development ideas. The CSI model was created in the cooperation with a Finnish IT service provider company and validated with three different service provider companies.


IT service management continual service improvement ITIL 


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Copyright information

© Springer-Verlag Berlin Heidelberg 2012

Authors and Affiliations

  • Sanna Heikkinen
    • 1
  • Marko Jäntti
    • 1
  1. 1.School of Computing Software Engineering Research UnitUniversity of Eastern FinlandKuopioFinland

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