2 OVERVIEW OF THE FIELD
INTRODUCTION TO CONTINUAL SERVICE IMPROVEMENT
The ITIL® definition of continual service improvement is:
Continually align and re-align IT services to the changing business needs by identifying and implementing improvements to IT services that support business processes (ITIL® Continual Service Improvement, 2011 (TSO)).
What does this actually mean?
Continual service improvement is simply the act of constantly looking for ways to do things better. In order to fulfil its purpose, continual service improvement must identify and implement improvements to IT services that support business processes. These improvement activities can occur anywhere in the ITIL® lifecycle through Service Strategy, Service Design, Service Transition ...