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5.4Service audit, corrective action & continual improvement
Covers the mechanisms that keep service management running and improving-the internal audit that detects nonconformities, the corrective action for findings (a permanent fix to the root cause, not a stopgap), CSI (continual service improvement), the PDCA cycle, and the KPIs/metrics that steer improvement by the numbers-framed as the judgment of a service manager improving the service based on measurements.
Service management is not finished once the mechanisms are built; it is the activity of periodically inspecting itself, fixing found problems at the root, and continually improving based on measurements. You surface nonconformities with internal audit, eliminate root causes as corrective action rather than a mere stopgap, and keep improvement cycling with the PDCA (plan-do-check-act) cycle and the CSI (continual service improvement) framework. In doing so, the point is not to drive improvement by assumption or by whoever is loudest, but to measure the current state and verify effect with objective numbers-KPIs/metrics. This section covers these "run-and-improve" mechanisms from the viewpoint of a service manager judging by the measurements.
5.4.1Internal audit and corrective action
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