CHAPTER 4: FOCUS ON IMPROVEMENT
The DPI syllabus looks at all aspects of continual improvement and the use of the ITIL 4 continual improvement model. The topics covered in this chapter include:
• How to use the continual improvement model in relation to the service value system (SVS);
• How to identify assessment objectives, outputs, requirements and criteria;
• How to select an appropriate assessment method;
• How to define and prioritise improvement outcomes;
• How to build, justify and advocate for a business case;
• How to conduct improvement reviews and analyse lessons learned; and
• How to embed continual improvement in the SVS.
Creating a continual improvement culture
Improvements are changes and can affect an organisation’s culture. They ...
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