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ITSMCoach is software as a service (SaaS) solution that automates the ITIL continual service improvement (CSI) process phases (from OGC – ITIL V3 – “Continual Service Improvement” book).

6-Step Continual Service Improvement Model

ITSMCoach Core Capabilities:

Improvement Planning

This module ties together capability outlined below into a single improvement plan, complete with a dedicated CSI improvement team as defined by the client.  A client may run multiple improvement plans simultaneously, each with their own baselines, targets, and action plans. [CSI Step 1]


Provides pre-defined consumer, IT practitioner, and executive ITSM satisfaction surveys, in addition to fully customizable surveys.  Delivery of surveys can be through email delivery (from the client’s email service or ThinkITSM), a survey link for anonymous responses, and through ITSM tool actions (e.g. on incident resolution, trigger a survey).  Survey results are viewable from an improvement plan through a response dashboard, and through exportable formats (CSV and Excel with pre-defined pivot tables). [CSI Step 2]

Maturity Assessments

Predefined maturity assessments, currently include Service Desk and Incident Management, Change Management, Problem Management, Knowledge Management, Request Management, IT Asset Management, and Service Asset and Configuration Management. Results can be downloaded in a PDF report format or accessed online from a related improvement plan. [CSI Steps 2 and 5]


Improvement Report Cards (or Scorecards): Each improvement plan will have one Improvement Report Cards, representing a series of KPIs with their unique specifications, baselines, targets, and actual values over a timeframe. Results are exposed through dedicated performance improvement graphs, or rolling them up into a single improvement value score based on their pre-defined weighting. KPIs may be entered manually or automated where data mappings have been completed. There is no limit to the types and numbers of KPIs that can be leveraged for an Improvement Report Card. Improvement Report cards may also be used for non-ITIL improvement reporting, such as project and portfolio management, financial management, and human resourcing. [CSI Steps 2, 3 and 5]

Tactical Tree

In order to make CSI real, a graphical “tree” is developed through an online interface that maps tactics and deliverables to the expected intent and outcomes for a given improvement plan. These tactics are displayed in a compelling graphical interface that exposes the relationship between specific tactical deliverables and real business outcomes. This module is the key differentiator between delivering CSI analytics and CSI automation. In addition, tactics are also associated to specific KPIs in the Improvement Report Card, allowing for complete traceability between performance improvements and action tracking. [CSI Step 4]

Action Log

Deliverables defined in one or more tactical trees across one or more improvement plans are collected together and presented as an action log, complete with descriptions, start and target delivery dates, assignees, and status values. This action log supports effective CSI governance and monitoring, allowing a client to track and manage deliverables intended to deliver improvements as reflected in their associated Improvement Report Cards. [CSI Step 4]

KPI Target Setter

In parallel or following a completed improvement plan, a goal setter is available to measure a targeted, automated KPI (ITSMCoach KPI). This capability monitors the performance of one or more KPIs and sends out periodic performance reports when KPIs are failing to meet their targets. This is often used to maintain the level of performance over time, following a successful improvement plan sprint. [CSI Step 6]


For organizations that do not have any enhanced analytics capabilities, or who are seeking more advanced reporting than ServiceNow out of the box functionality, KPI dashboards are available for Service Desk and Incident Management, Problem Management, Change Management, and Request Management. These dashboards allow for enhanced Online Analytical Processing (OLAP) reporting that offers fast, highly complex reporting views, groupings, and filters for display. Multiple reports can be stacked against similar filters to draw out potential improvement opportunities. Alternatively, clients may also choose to use their own analytics suite, which merely acts as another source of data to inform a continuous improvement plan. The use of a separate, stand-alone analytics suite complements the functionality and capabilities of the other core modules defined above. [CSI Steps 2 and 6]

What is Continual Service Improvement?

Continual Service Improvement (CSI) is a structured way to analyze, identify, prioritize, approve, monitor and achieve continual improvements in your service delivery organization.

The practice consists of 6 simple steps to help you define the goals and objectives understand where you are and target where you want to be, define service and process improvement tactics along with a management plan to get there including measurement and corrective actions.

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