ITIL Continual Service Improvement 2011 Edition

The 2011 Editions have been updated to improve consistency, aid in navigation and improve readability. Continual Service Improvement delivers consistent, repeatable process activities as part of service quality, ITIL has always emphasized the importance of continual improvements. Focusing on the process elements involved in identifying and introducing service management improvements, this publication also deals with issues surrounding service retirement.

Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:

•Business and technology drivers for improvement

•Justification

•Business, financial and organizational improvements

•Methods, practices and tools

•Measurement and control

•Companion best practices.