Question

A service manager at a mid-sized firm has just adopted ITIL 4 and wants to embed continual improvement into daily work. A team lead argues that continual improvement should be owned solely by a dedicated improvement team so other staff can focus on their operational duties. According to ITIL 4 guidance on the continual improvement practice, how should responsibility for continual improvement be distributed?

Accepted Answer

Continual improvement should be everyone's responsibility, integrated into all activities, even where a dedicated team coordinates initiatives

Answer

Continual improvement should be handled exclusively by a dedicated improvement team to ensure consistency

Answer

Continual improvement should be the sole responsibility of senior governance bodies who set strategy

Answer

Continual improvement should be delegated entirely to external consultants for objectivity