Continual service improvement (CSI) is one of the most important concepts in ITIL, but few IT organizations put anything in place to make it happen.

ITSM thought leader Stuart Rance offers practical tips to help CSI work for you, including:

• Distributing responsibility for CSI throughout the organization
• Using many different approaches to identify improvement opportunities
• Logging and tracking improvement opportunities in CSI registers
• Prioritizing improvement opportunities (it’s a bad idea to do too much at once)