Question

A service provider is establishing its continual improvement capability. Leadership decides to fund a small dedicated continual improvement team to coordinate and track improvement work across the organization. During a workshop, a team lead argues, "Now that we have this dedicated team, improvement is their job, so the rest of us can focus purely on delivery." According to ITIL 4, what is the most appropriate response to this statement?

Accepted Answer

The team lead is mistaken; even with a dedicated team, continual improvement should be everyone's responsibility, with the team coordinating and supporting improvement efforts.

Answer

The team lead is correct; assigning improvement to a dedicated team ensures accountability and frees everyone else to concentrate on their core duties.

Answer

The team lead is correct, because ITIL 4 requires that improvement activities be centralized in a single practice to avoid duplication of effort.

Answer

The team lead is mistaken; ITIL 4 recommends abolishing dedicated improvement teams entirely so that improvement remains fully distributed.