Continual service improvement (CSI) has unfortunately been a long-neglected area in IT service management (ITSM), sometimes viewed as the ultimate post-success undertaking (“We’ll get to that once all of the planned work has been completed” – which is shorthand for “never”). With the publication of ITIL Practitioner, CSI as crucial capability has become significantly more prominent, but the results could often be better. This blog explains why and what to do about it.