CSI continually improves across the ITIL Life-Cycle:
- Review on potentials for optimization
- Review of achieved Service Levels
- Implementation of implemented improvement measures
- Improvement of profitability
- Usage of quality management methods, e.g. ISO 9’000 or TQM
Methods and Techniques
CSI uses the following methods and techniques to achieve the named aims:
- Assessments
- Gap-Analysis
- Benchmarking
- Service Measurement
- Metrics
- Balanced Scorecards
- SWOT-Analysis
- ROI for CSI
- Business Case
- Service Reporting
- CSI and other Service Management Processes
- Methods
- Techniques
Return on Investment (RoI) vs Value on Investment (VoI)
Return on Investment (RoI) is not the same as the return on invested Capital (RoiC). The RoI can be calculated by:
net income of investment / net value of the invested assets
The Value on Investment (VoI) is a measurand for the expected utility of an investment; from an financial and an immaterial utility perspective.