Read the following case study and answer the questions that follow based on the case. Avoid writing in general without linking your answers to the case study:

FX Insure 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, FX is constantly. striving for business improvement. Having undertaken much work on its brand proposition and the way service is delivered, FX 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.

$1.$ Identify the steps and develop an overall approach to continual service improvement $($CSI$)$ to illustrate the continual cycle of improvement. $(4)$

$2.$ As an ITSM consultant, develop a strategy to implement the CSI as to provide value to the business and to ensure the current and future business outcomes requirements can be met. $(6)$