ITSM Wiki - ITIL® Improvement Management

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Improvement Management and Reporting

Best Practice according to ITIL^® and ISO 20000

Improvement Management defines and executes improvement initiatives for IT Services and IT Processes regarding

the proposals for service quality improvement from the organisation of the IT Service Provider respective the IT Service Consumers
the proposals for process quality improvement from the organisation of the IT Service Provider respective the IT Service Consumers
the service reviews
the process reviews,

prioritizes them and implements them as far as reasonable and feasible from technical and economical perspective.

Improvement Management is in the classic lifecycle-view part of Service Improvement.

In ITIL^® 4 Improvement Management is part of General Management Practices - Continual Improvement and IT Quality Management Practice

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Processes of Improvement Management and Reporting in detail

Process in the ITSM Process Library		Expected process result

Planning of Improvement Activities		Planning of improvement activities regarding their dependencies
Management of Improvement Activities		Implementation of initiatives for realization of detected improvement potentials
Improvement Reporting		Collective reporting for all improvement initiatives

Continual Improvement and IT Quality Management Practice in ITIL^®4

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Responsible roles

Continual Service Improvement Manager

Performance indicators

KPIs of Improvement Management

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