Several years ago, I reviewed ITIL Version 3.0. When I got to the continual improvement volume, I asked the team whether the message was about continuous or continual improvement. I was told that continual improvement was chosen because improvement wouldn’t ever be nonstop in IT. Clearly, in the disruptive era, improvement may need to occur continuously. Jeanne Ross, in her upcoming book, Designed for Digital: How to Architect Your Business for Sustained Success, suggests in fact that CIOs should aim “to make a company agile so that it can create an innovative and constantly evolving portfolio of digital offerings in response to rapidly changing technologies and customer demands.”
