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Continual Service Improvement: A Systematic Literature Review

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Quality of Information and Communications Technology (QUATIC 2023)

Part of the book series: Communications in Computer and Information Science ((CCIS,volume 1871))

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Abstract

Continual Service Improvement (CSI) is an ongoing activity to identify and improve organization practices and services to align them with changing needs. CSI is one of the core elements of IT Service Management (ITSM) frameworks. However, as a research topic it is still an emerging research area of service science. This study explores implementation of CSI and its seven-step improvement process in the context of ITSM. The goal of this paper is to present results of systematic literature review increasing understanding about the CSI and seven-step improvement process, and provide topics for future research. A Systematic Literature Review (SLR) was carried out to analyse CSI-related academic articles. Our main finding is that CSI-related terminology needs clarification and consistency both in academia and in practice to guide the future CSI research for example clarify roles and internal practices of CSI; provide a staged approach for continual improvement; and identify models that support improving and automating the seven-step improvement process.

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Authors and Affiliations

  1. Istekki Oy, P.O 4000, 70601, Kuopio, Finland

    Sanna Heikkinen

  2. School of Computing, University of Eastern Finland, P.O Box 1627, 70211, Kuopio, Finland

    Marko Jäntti

  3. School of Computing, University of Eastern Finland, P.O. Box 111, 80101, Joensuu, Finland

    Markku Tukiainen

Authors
  1. Sanna Heikkinen
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  2. Marko Jäntti
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  3. Markku Tukiainen
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Correspondence to Sanna Heikkinen .

Editor information

Editors and Affiliations

  1. University of Aveiro, Aveiro, Portugal

    José Maria Fernandes

  2. Federal University of Rio de Janeiro, Rio de Janeiro, Brazil

    Guilherme H. Travassos

  3. University of Oulu, Oulu, Finland

    Valentina Lenarduzzi

  4. University of Oulu, Oulu, Finland

    Xiaozhou Li

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Heikkinen, S., Jäntti, M., Tukiainen, M. (2023). Continual Service Improvement: A Systematic Literature Review. In: Fernandes, J.M., Travassos, G.H., Lenarduzzi, V., Li, X. (eds) Quality of Information and Communications Technology. QUATIC 2023. Communications in Computer and Information Science, vol 1871. Springer, Cham. https://doi.org/10.1007/978-3-031-43703-8_3

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  • DOI: https://doi.org/10.1007/978-3-031-43703-8_3

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-031-43702-1

  • Online ISBN: 978-3-031-43703-8

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