CSI is not just the last stage of the ITIL process.   It should be integrated into the entire service lifecycle.   Say, you are in the technology industry.   You recently brought down the time to resolve P1 incidents by 2 hours — from 10 hours to 8 hours.   That's a big accomplishment.   Now, if you had Benchmarks, you may find out that other technology companies are closing P1 incidents in 4 hours.   Now suddenly, you realize you have more work to do.   The extra time it is taking you is killing your competitive advantage in terms of lost employee productivity, poor customer service etc.

Leave a comment if you have any questions around how you can leverage Benchmarks to improve your service and support delivery performance.