Summary

In this chapter, you learned about continual improvement and how this enables an organization to effectively understand what is needed to produce an effective service management capability. We covered analyzing and documenting the vision, mission, goals, and objectives of the organization so that you can align your program with what is important to the business. We then reviewed the current state to understand what is good to keep, what needs to be discarded, and what needs to change. After, we looked at the desired state and defined the differences between the desired and current state to establish what needs to change and what measurable targets will be set. Once we had defined the current and desired state, we identified the projects that would be initiated to achieve the desired state. We then took action to implement the improvements we’d identified. As these improvements progressed and results were produced, we measured those results against the targets to see...