ITIL 4 CI case studies
ITIL 4 CI · Put your knowledge to work in context.
ITIL 4 Specialist: Continual Improvement (often shortened to ITIL 4 CI) is an advanced ITIL 4 certification aimed at practitioners who already hold ITIL 4 Foundation and want to specialise in how organizations identify, prioritise, and deliver improvement. It suits service management professionals, improvement managers, process owners, consultants, and change or transformation leads who must turn performance data into measurable outcomes rather than run day-to-day operations. The ITIL 4 CI case studies are 5 cases and about 3,704 words.
1The Tool-First Improvement Plan at Northwind Support
Northwind Support employs 42 agents handling 18,000 tickets a month for an insurance client. First-contact resolution (FCR) is 58% against a target of 75%, average handle time is 11 minutes, and a spreadsheet holds 300 improvement ideas that have never been triaged.
728 words, about 4 min2A 412-Item Register and a CIO in a Hurry at MetroRail
MetroRail's IT director has inherited a continual improvement register with 412 open items and an average age of 14 months. Teams log ideas after incidents; there is no agreed 'where we are now' baseline, no expected outcome or measure recorded, and 60% of entries read simply 'fix this bug'.
738 words, about 4 min3DMAIC, Queues and a Kanban Pilot on the Payments Platform
A payments platform team handles 240 change requests a month across three squads. Lead time from 'ready for development' to production averages 26 days, of which only 3 days are actual work: 11 days are spent waiting for a test environment and 6 days waiting for change approval.
759 words, about 4 min4Four Parties, One Value Stream, No End-to-End Owner
A retail bank's online account-opening value stream involves four parties: an internal digital team, a core banking platform team, a KYC vendor, and a document-checking BPO. Each reports its own improvement metrics: the digital team counts story points delivered, the platform team tracks change success rate, the vendor tracks SLA compliance, and the BPO tracks cases per agent.
761 words, about 4 min5Faster Tests, More Failures: Was This an Improvement?
A telecoms operator's engineering group reduced automated test execution time by 40% by parallelising its regression suite. Over the following quarter, deployment frequency rose from 20 to 45 per month, but change failure rate rose from 8% to 15% and mean time to restore service rose from 2 to 5 hours.
718 words, about 4 min