Level Up Your ITSM Skills with the 2025 Continual Service Improvement (CSI) Challenge!

The first step of the Continual Service Improvement (CSI) approach is to identify the vision and goals for improvement. This foundational step is crucial because it sets the direction and purpose for all subsequent activities in the CSI process. Without a clear vision and well-defined goals, any initiatives taken can lack focus, leading to inefficiencies and disconnected efforts.

By determining the vision, organizations establish what they aspire to achieve in their improvement journey, and by setting specific goals, they create measurable targets that guide their activities. This alignment ensures that improvements are relevant and supportive of the larger organizational objectives, making it easier to gain buy-in from stakeholders and ensure that resources are effectively utilized.

Other options, while important in the broader context of CSI, follow this initial step. Implementing new processes, assessing current service performance, and training staff on new standards all depend on a clear understanding of the desired outcomes established in the vision and goals. Thus, recognizing the significance of identifying these elements first is essential for a successful and structured approach to continual improvement.