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IT Support & Hardware · Foundational

Continual Improvement Model

ITIL 4's seven-step model for structured improvement at all levels.

Definition

The steps are: What is the vision? Where are we now? Where do we want to be? How do we get there? Take action. Did we get there? How do we keep the momentum going? A continual improvement register tracks ideas.

Example

Reducing average resolution time by 20% using the model and measuring results after three months.

Exam tip

Know the seven questions of the continual improvement model.

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