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ITIL Continual Improvement

ITIL Continual Improvement


Continual Improvement is a key component of the ITIL Service Value System (SVS).  It is a recurring activity performed at all levels of an organization ensuring performance continually meets stakeholders’ expectations even as outcome needs evolve and change facilitating value creation.

ITIL 4 Service Value System

Continual Improvement applies not only to the Service Value System as a whole, but also an organization’s products, services, people, relationships, and practices.  Continual Improvement is the responsibility of everyone at all levels of an organization.

Continual Improvement exists in ITIL 4 throughout the Service Value System in the form of:

  • The Improve activity in the Service Value Chain (SVC)
  • The Continual Improvement Practice
  • The Continual Improvement Model

A reimagining of the 7 Step Improvement Process from ITIL 3, the Continual Improvement Model in ITIL 4 consists of the following 7 steps:

  • What is the vision? – Where do we want to be? What is the Organization’s mission, goals, and objectives?
  • Where are we now? – What is our starting point? Use baseline assessments to determine where we are today.
  • Where do we want to be? – What measurable targets will tell us if we’ve achieved our goals?
  • How do we get there? – What is our improvement plan?
  • Take action. – Execute the improvement plan actions.
  • Did we get there? – Evaluate the metrics against targets to determine whether we succeeded in achieving our goals.
  • How do we keep the momentum going? – This step ensures that value from the improvement activities is retained, and future improvement activities will be even more successful and valuable to the organization.
ITIL 4 Continual Improvement Model

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