Continual Improvement

Continual improvement is both a component of the ITIL® 5 Service Value System and a management practice. It ensures that organisations never stop getting better — even when things are going well. The continual improvement model provides a structured approach: define the vision, assess the current state, define measurable targets, plan the improvement, execute, measure results, and sustain momentum. This aligns closely with the Lean PDCA (Plan-Do-Check-Act) cycle. Improvement initiatives can originate from any source — incidents, user feedback, audit findings, metric trends, or strategic direction changes. The improvement register tracks and prioritises all improvement opportunities.