All the Service Improvement opportunities identified by originators across various process areas should be categorized, numbered and recorded in the Continual Service improvement Register (CSI Register). The CSI Register should be periodically reviewed and prioritized by the Engagement Manager, Delivery Manager and Service Engagement Leads. Business value measures like time to market, customer experience, agility, etc. must be considered while prioritizing improvements.

For all the new service improvements the Engagement Manager needs to check, if measurement guidelines have been followed. During the review process by the beneficiaries and a CSI steering group, if additional information is required the Engagement Manager should work with the respective Service Engagement leads to gather and update the Service Improvement Register.

Once the prioritized list is created the Engagement Manager should explore the possibilities of combining them. For all the prioritized and final list of improvements a proper business case must be prepared with the expected outcome of the proposed service improvements. The proposal should also provide business value, timelines and cost estimate for implementation and the specific desired improvement to the services.

The Delivery Manager, if applicable the Client, and any other interested parties, will then review the CSI Register. Any Improvement initiative can be rejected on the basis that the proposed service improvement is inappropriate as being potentially too costly, too complex, too risky or too time consuming to implement.

The Engagement Manager must ensure that stakeholders are actively involved in the service improvement initiatives to obtain their support and commitment. This can be achieved by maintaining good working relationships and effective communications.