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Continual Service Improvement Manager: Careers in IT service management by David Whapples

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1 INTRODUCTION

WHY CHANGE?

All organisations continually need to evolve. Whether this is driven by survival instincts to stay ahead of their competitors or whether it is that they are actively seeking to grow or to reduce costs, this cannot be achieved without change and continual improvement.

The primary purpose of continual service improvement is to ‘continually align and re-align IT services to the changing business needs by identifying and implementing improvements to IT services that support business processes’ (ITIL® Continual Service Improvement 2011 (TSO)).

Left to individuals, such as service owners or process owners, improvements may never be identified in the first place, let alone aligned. Or, once identified, they may struggle to ...

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