ITIL processes change because business changes.  When a company implements ITIL, it reviews processes in order to improve them.  This review compares ITIL recommended processes with business rules, business methods, and existing IT services.  Completion of the process redesign will include discussion, training and testing of the new practice, as well as documenting the new, improved process and metrics in the CMDB.

However, business, business rules, business strategies and business needs are ever changing.  In addition, as business users get used to a new process, they begin to see areas where the process can be improved.  When this happens, the business initiates a change request; this is the Continual Service Improvement process, and should be encouraged.

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