To identify, prioritize, plan, implement and review improvements to services and service management

• Identify all relevant sources of potential suggestions for improvement.
• Define a standardized way to record suggestions for improvements from the identified sources.
• Set up a tool (e.g. ticket / workflow tool) supporting the recording and handling (including prioritization, evaluation approval) of suggestions for improvement.

• Identified nonconformities as well as deficiencies in effectiveness and efficiency of ITSM processes, and resulting opportunities for improvement
• Identified deficiencies in the performance of services or supporting service components, and resulting opportunities for improvement

• Manage improvements
  
  • Identify and record an opportunity / suggestion for improvement
  • Prioritize an opportunity / suggestion for improvement
  • Evaluate and approve an opportunity / suggestion for improvement
• Review the status and progress of improvements

• Requests for changes raised to trigger the change management process, in order to implement improvements
• Reports on the status and progress of improvements