IT Governance

Continual Service Improvement: More Than Process Improvement

Continual improvement is an important mentality to have because it pushes you to constantly upgrade in all areas of your life. IT service management (ITSM) incorporates this philosophy in a big way, and in a post at his blog, Joe the IT Guy discusses ITSM’s pursuit of excellence.


ITSM focuses on continual improvement so that they can constantly improve the delivery of their services to their customers. However, it is wrong to have the mindset that you only need to improve what you currently do, because it is likely that you can deliver better results to your customers.

Just as you would pick the best route home from work, you should look into the most efficient route for ITSM. Is the shortest way really the quickest way, or does the scenic route in actuality take less time? Selecting the most effective route boils down to understanding why you are doing what you are doing.

In ITSM, this best route scenario is comparable to only improving the services that already exist. According to Joe, “this actually constitutes something we might call continual process improvement (CPI): looking at processes one at a time and working on making each one better in some way, without feeling the need to link that ‘better’ process through to actual business value.” Sometimes, through an evaluation of your current position you may even find that you do not need to do some of the processes you currently are.

Before things can truly get better, it is important that you take a step back to understand the why. What is the context of the service you are delivering? You need to understand what the service is used for before you can determine how to best operate it. To begin understanding you must have an accurate and comprehensive service catalog, as well as have meaningful conversations with your customers.

You can read the original post here:

Danielle Koehler

Danielle is a staff writer for CAI's Accelerating IT Success. She has degrees in English and human resource management from Shippensburg University.

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