Weak Link in Continual Service Improvement

It’s difficult to make a case than any of the ITIL books are more important than any of the others. There are convincing arguments that can be made in support of any one of the five core books being the most important. While there are both things I like and things I don’t like about the current Continual Service Improvement (CSI) book, organizations that fail to properly attend to this aspect of service management are at a severe disadvantage.

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