Domain 4 of 7 · Chapter 6 of 6

The ITIL Continual Improvement Model

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Included in this chapter:

  • The seven-step model at a glance
  • Walking the seven steps
  • Continual improvement in the value system
  • Model, component, and practice: keeping them apart
  • How this topic is tested

The seven steps of the Continual Improvement Model

Step (as a question)Its jobStem phrase that points to itClassic misread
1. What is the vision?Set the improvement's objectives and link them to the organization's vision and goals'align with the vision', 'set direction'Starting work with no link to the bigger picture
2. Where are we now?Assess and measure the current state to form an objective baseline'measure the current state', 'establish a baseline'Skipping the baseline that 'start where you are' calls for
3. Where do we want to be?Define the measurable target state to aim for'set the target', 'define the goal'A vague target that step 6 cannot measure against
4. How do we get there?Create a plan to move from the baseline to the target'plan the improvement', 'decide the approach'Jumping to action with no plan
5. Take actionCarry out the plan, usually in iterations'implement', 'execute the plan'Treating it as one big change rather than a series of iterations
6. Did we get there?Check with measurements whether the target was reached'verify the result', 'confirm success'Confusing this check with the step 2 baseline
7. How do we keep the momentum going?Embed and build on the improvement so the gains last'sustain the improvement', 'keep it going'Stopping at step 6 and omitting the step that sustains the gains
Cheat sheet

Cheat sheet

  • The Continual Improvement Model has seven steps
  • The model is a repeatable, iterative cycle
  • 'What is the vision?' sets direction and links to the bigger picture
  • 'Where are we now?' and 'Where do we want to be?' set baseline and target
  • 'How do we get there?' plans and 'Take action' executes the improvement
  • 'Did we get there?' checks results and 'keep the momentum' sustains gains
  • Continual improvement is a component woven through the whole value system
  • Continual improvement is everyone's responsibility
  • A dedicated practice supports continual improvement

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References

  1. https://www.itil.com/Itil-News-and-Announcements/where-do-you-start-with-ITIL
  2. https://www.itil.com/Itil-News-and-Announcements/itil-version-5-foundation-whats-new-guide
  3. https://www.peoplecert.org/browse-certifications/it-governance-and-service-management/ITIL-1/itil-5-foundation-version-50-4154
  4. https://www.itil.com/professionals/certifications/ITIL-Foundation-Version-5