Episode 17: ITIL continuous service improvement

Understanding ITIL continual service improvement in technology procurement

Continual service improvement is often the most overlooked part of ITIL, but it plays a vital role in making sure services stay effective, efficient, and aligned with what an organisation needs. Let's explore what continual service improvement looks like in practice, how it supports IT procurement, and why it matters for long-term service quality.

The importance of regular service reviews

The core of continual service improvement is the service review. When an organisation buys a service from a supplier, it is reasonable to expect regular conversations about performance, problems, and upcoming changes. These reviews provide a structured way to understand how the service is running and what needs attention.

Depending on how critical the service is, reviews might take place monthly, quarterly, or even daily. Whatever the frequency, they must follow a clear agenda. A well-run review should cover performance, incidents, changes, risks, and any known issues.

The supplier should also offer ideas for improvement. If they understand the service inside out, they should be able to highlight opportunities to make things better, easier, or more efficient. This is the real value behind continual service improvement.

Reviewing the relationship and innovation opportunities

A good service review goes beyond performance reports. It should also look at the relationship itself and the level of innovation the supplier brings.

Suppliers should highlight what is changing in the market, any new technology that could enhance the service, and anything the customer might be doing that creates problems. Honest conversations and open feedback help create a review process that improves the service and the partnership around it.

Using process evaluation to identify improvements

Continual service improvement is not only about reviewing service metrics. It also involves looking at the processes that sit behind the service.

Even without formal metrics, many organisations have a sense of where things are going wrong. If users struggle to raise a simple request, such as changing a password, that process may need redesigning or automating. Evaluating processes regularly helps identify issues early and prevents long-term frustration.

Customer satisfaction insight and NPS scores

Many organisations use customer satisfaction surveys, NPS scores, and similar measures to understand how users feel about a service. These tools help identify strengths, weaknesses, and areas that need improvement.

Whether managed by a supplier or an internal IT function, gathering regular feedback is a key part of continual service improvement. It offers insight that performance data alone cannot provide.

Benchmarking service performance and cost

Benchmarking is another tool used in continual service improvement. It helps organisations understand whether their service is performing in line with the wider market and whether they are paying the right amount.

Benchmarking can cover cost, help desk performance, availability, or other critical service measures. It provides reassurance that a service is competitive and highlights gaps that may need addressing.

Bringing continual service improvement together

Continual service improvement works when service reviews, relationship assessments, process evaluations, user feedback, and benchmarking all contribute to a clear picture of how a service performs and where it can improve. When done well, it creates a cycle of learning and refinement that strengthens both the service and the partnership behind it.

If you’d like advice on how to improve your continual service improvement approach and make smarter, more strategic decisions about your IT services, get in touch.