Alongside the delivery of consistent, repeatable process activities as part of service quality, ITIL®® has always emphasised 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.

Concepts and guidance in this publication include:

• Business and technology drivers for improvement
• Justification
• Business, financial and organisational improvements
• Methods, practices and tools
• Measurement and control
• Companion best practices.

ISBN 9780113310494