- [Instructor] The seven step improvement process
aims to increase IT service provider efficiency,
effectiveness and cost effectiveness
by continually measuring and improving performance
and defining and managing the steps needed
to identify, define, gather, process,
analyze, present, and implement process,
service and infrastructure component improvements.
The biggest impact on ITIL-driven CSI
are in the need to amplify feedback loops
between product teams, BRM, strategy,
and demand management.
The integration of Lean and Agile improvement approaches,
the new role of the SRE,
and the objection of culture with CANS
that is very much in tune with ITIL-driven CSI,
with an even stronger emphasis on measurement,
data-driven decision making, transparency,
learning and improvement, and, of course, automation.
One thing to do here is to make sure the people
involved in your CSI processes are trained up
in Agile and Lean improvement methods.