What is "continual improvement" in the context of ITIL 4?

In the context of ITIL 4, "continual improvement" refers to an ongoing process that aims to enhance services, practices, and organizational processes over time. This concept is foundational to the ITIL framework, emphasizing the necessity for organizations to regularly assess and adapt their services and practices to meet changing business needs and improve overall effectiveness. Continual improvement is not a singular event, but rather a commitment to incremental advancement, involving the constant evaluation of processes, performance metrics, and stakeholder feedback. By engaging in this iterative process, organizations can innovate and optimize their value delivery, ensuring alignment with both customer expectations and business objectives.

The other options reflect activities that do not embody the ongoing nature of continual improvement. Routine assessments are more about checking the status of assets rather than improving them. A one-time evaluation suggests a finite approach instead of the cycle of renewal and growth associated with continual improvement. An external audit primarily focuses on compliance and does not directly contribute to the iterative improvement of services or practices within the organization. Thus, the choice that captures the essence of continual improvement best is the one that highlights its ongoing character and focus on enhancement.