What does Continual Service aim to achieve in ITIL?

Continual Service Improvement (CSI) in ITIL is focused on ensuring that IT services consistently align with the evolving needs of the business. This involves regularly assessing and adjusting services to enhance their effectiveness and efficiency, thereby providing better value to customers and stakeholders. By adapting services based on feedback and performance metrics, organizations can proactively manage changes in business requirements and improve service quality over time.

While enhancing agent training protocols, improving infrastructure reliability, and streamlining delivery timelines are important aspects of IT operations, they all contribute to the overarching goal of ensuring that IT services effectively meet business needs. However, the primary purpose of Continual Service Improvement specifically targets the alignment of services with business outcomes, making the second choice the most accurate representation of CSI's objectives within the ITIL framework.