Continual Service Improvement provides guidance on the measurement of service performance through the service life-cycle, suggesting improvements to ensure that a service delivers the maximum benefit. This volume provides guidance on creating and maintaining value for customers through improved design, introduction, and operation of services. It combines principles, practices, and methods from change management, quality management, and capability improvement to achieve incremental and significant improvements in service quality, operational efficiency, and business continuity. It provides guidance on linking improvement efforts and outcomes with service strategy, design, and transition, focusing on increasing the efficiency, maximizing the effectiveness and optimizing the cost of services and the underlying IT Service Management processes. |
ITIL Continual Service Improvement
Principles
The documented principles cover
• Continual Service Improvement and Organizational Change
• External and Internal Drivers
• Ownership
• SLM
• The Deming Cycle
• Knowledge Management
• Service management and improvement
• Benchmarks
• IT Governance
• Frameworks, Models, Standards and Quality Systems