CSI Model diagram

This is a high-level approach.

This is the same as the one that was in ITIL V2 (Planning to Implement Service Management book section 2.4) with just a shortening of the titles of some steps. It, like the chapters in the V2 Planning to Implement Service Management book itself, is based on John Kotter's "8 steps to transformation" - see his seminal book on business process re-engineering (BPR): Leading Change, J P Kotter, Harvard Business School Press, 1993.

This approach is frequently used to drive an "ITILisation programme" in an organisation where significant changes to process (and culture) are likely to be needed.

However, in the V2 Service Support Book p.18 Fig 3.1, the diagram omitted the key step of "What is the Vision". A misuse of Kotter, I have always felt. Incidentally, the Service Support book was published in 2000, two years before the Planning to Implement Service Management book (2002).

Alison refers to CSI p 163, Fig 8.4. This seems to be an attempt to summarise the CSI Model and other aspects discussed in the book but has omitted the "What is the Vision" step. Perhaps the authors can explain why they omitted Vision especially since it is shown immediately above in Fig 8.3. But read on....

The second is:

I don't know the origin of this diagram. It is a detailed approach to an ITSM improvement process, rather than the high-level, Kotter-based approach of the CSI Model.

This process takes the view that Vision is an input to the first step "Define What You Should Measure" of the 7 steps. I've no problem with that. Further, Fig 4.3 shows very clearly how Vision drives an improvement programme.

CSI Chapter 4, covering the 7-step Service Improvement Process, defines very detailed activities that are specific to an ITSM service improvement programme and that are quite valuable guidance to anyone driving such a programme.

Conclusion
I agree with Alison that the What is the Vision Step has been omitted from the summary diagram in CSI p163 Fig 4.1. Perhaps, the authors were trying to summarise both the CSI Model and the 7-step improvement process?

My experience of V3 Foundation Training for the past 9 months has led me to ensure that my delegates can distinguish between the 2 CSI approaches just discussed. In some practice exam questions, in order to find the correct answer relies on the candidate identifying in the question whether it is the CSI Model or the 7-step Improvement process that is being referred to. Again, nothing wrong with that!