From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts

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CSI approach

CSI approach - ITIL Tutorial

From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts

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CSI approach

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- [Instructor] Another key model in ITIL Foundation is the CSI approach, which has the following six steps. What's the vision? Where are we now? Where do we want to be? How do we get there? Did we get there? And how do we keep the momentum going? I always ask the people, teams, and organization I work with to prepare a case study before beginning an improvement so they can envision that positive future state they're striving for, and also have a start at the data and structure for the story they'll need to describe the improvement after they've made it effectively. In this case, let's apply the fourth way, improving moments of truth. Here's how. One key moment of truth is when you report out results of your improvement projects. The quality of that report out is going to be a function of your envisioning upfront. Have a look at the case study template I provided you. How is this different from what you typically use now in planning and reporting? You may have a clear action for…

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