Throughout ITIL regardless of what version one references, there is always the mention of continuous improvements or sometimes referred to as the 'Act' in the 'Plan-Do-Check-Act' approach provided by the Deming cycle.
The introduction of ITIL into any organization is not prescriptive and consequently is open to interpretation and shaping in support of the organizations business. As ITIL processes are introduced and new or altered working practices are implemented, further refinements and improvements often become visible. Appointing a 'Process Owner' for each ITIL process should enable an overall end-to-end view of the process to be established, as opposed to the process participants having a view and interaction with a 'section' of the process. The ITIL Process Owner can assess the impact of any potential improvements upon the whole process and, where appropriate, consult other Process Owners who interface to the process being improved or amended. Needless to say, there maybe others in the organization that also need to assess the potential improvement and as you would expect the ITIL Change Management Process should be utilized to facilitate such activities.
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