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

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6 CASE STUDY

‘A day in the life of … a continual service improvement manager’

Unlike a lot of ITIL® prescribed roles, the role of the continual service improvement manager does not really have a ‘routine’ job with ‘routine’ tasks carried out on a daily basis. The kind of variety in the role is very much linked to the maturity of the organisation it sits within. What is described in this chapter are examples of activities and tasks a continual service improvement manager will get involved in within a typical organisation. The examples are based on the scenario of a continual service improvement manager reporting directly into the IT director.

The continual service improvement manager may be dealing with all these different elements on a daily ...

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