Lloyd, Vernon creator text NorwichGB TSO (The Stationery Office) 2011 2nd ed. monographic xi, 246 p. Provides best practice guidance for the continual service improvement (CSI) stage of the ITIL (IT Infrastructure Library) service cycle. Includes key principles, required processes and activities, organisation and roles, technology, associated challenges, cirtical success factors and risks. Aligns IT services with changing business needs by identifying and implementing improvements to IT service that support business processes. 2/6/14 EVELYND 19.01.02 L793