We conclude our "Best of" blog series with Continual Service Improvement. CSI and the 7 Step Improvement Process Originally Published on January 24, 2012 I would like to revisit the 7 step improvement process from the perspective of CSI, since there has been a slight (logical) modification to it. The concept of measurement, what we measure, gathering the data , processing it into understandable formats and then being able to analyze it, is fundamental in our ability to perform (CSI) Continual Service Improvement as an overall vision and in support of the business need and the underpinning of tactical and operational goals. 1. Identify the strategy for improvement: (Plan) Talk to the business, to your customers and to IT management. Utilize your service catalog and the associated service level requirements to define a starting point. The question “What is important to the business?” must be answered. Look to the corporate vision, mission, goals