Read the following case study and answer the questions that follow based on the case. Ensure that you

link your answers to the case study:

BeHealthy is the largest online health and general insurance provider in South Africa and is at the

forefront of innovative innovation and commitment to continuous service improvement. Despite its

strong brand and enviable credibility in the insurance industry, BeHealthy is constantly striving for

business improvement. Having undertaken much work on its brand proposition and the way service is

delivered, BeHealthy reviewed its online business model recently. This sparked an initiative to broaden

its business focus beyond new customer acquisition, to include more on repeat business, customer

retention and higher order values. You are appointed as an ITSM consultant to embrace the vision by

understanding the high$-$level business objectives.

Identify the steps and develop an overall approach to continual service improvement $($CSI$)$ to

illustrate the continual cycle of improvement. $(9)$

AS an ITSM consultant, develop $2$ strategies to implement the CSI as to provide value to business and

to ensure the current and future business outcomes requirements can be met? $(6)$