ITIL Continual Service Improvement provides guidance on creatingand maintaining value for customers through better strategy,design, transition and operation of services. It combinesprinciples, practices and methods from quality management, changemanagement and capability improvement. ITIL Continual ServiceImprovement describes best practice for achieving incremental andlarge-scale improvements in service quality, operational efficiencyand business continuity, and for ensuring that the serviceportfolio continues to be aligned to business needs. A closed loopfeedback system, based on the Plan-Do-Check-Act (PDCA) cycle, isestablished. Feedback from any stage of the service life cycle canbe used to identify improvement opportunities for any other stageof the lifecycle.

a. How ITIL continual service improves the services quality,operational efficiency and business continuity?

b. How CSI register can be used for visibilities to allimprovements and their status?

c. “The PDCA cycle is underpinned by a process-led approach tomanagement”. Justify the statement with example.