References:
ISO20000: Section 4.4: Continual improvement (Act)
Comments:
This section of the standard is about recognizing opportunites for improvement at all levels across the organization; having a continual improvement policy in place; and having an effective process that can record, assess, manage and measure those service improvements through development and execution to completion and benefits evaluation. The 'Service Improvement Plan' that is called out as a requirement in ITIL [not in the Standard] can create bureacracy if not used sensibly; we would expect larger project type improvement activity to be managed within the context of the Service Improvement Plan but team level local improvement to be managed in a less stringently controlled manner.
Supporting PCAP Documents available in the SHOP:
1: Continual Improvement Procedure
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Last edited on Fri May 23rd, 2008 07:42 am by bobmckean
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