The session runs 30–40 minutes and covers a lot of ground. You'll get significantly more out of it if you've reflected on these three questions sometime this week before you arrive. No homework, no writing required — just a few minutes of honest thought about your own IT operation.
Think About One Process You Own
Any IT process you run regularly. Could be: resolving support tickets, deploying software updates, onboarding new employees, running weekly reports, managing vendor renewals.
Pick one that either frustrates you, or one you're proud of. You don't need to share it — but having it in mind will make the session exercises click immediately.
Three Questions to Sit With
Work through each of these before you arrive. Even a minute on each is enough.
Do you know how long it takes? How often it breaks? Whether people are satisfied with the outcome? If yes: great. If no: that's the starting point — and that's exactly what we'll talk about.
Is there a specific person whose job it is to improve this process? Not "the team" — a person. Do they have time budgeted for that work, or is improvement supposed to happen "when things slow down"?
Not a complaint in a standup, not a side conversation. A scheduled review where someone looked at the data and asked: is this process still the right one?
What You'll Walk Away With
- A working vocabulary for the improvement conversation — whether or not you know ITIL
- A 3-question framework you can run with your team next week — no tools or certification needed
- Concrete next steps based on where your organization actually is right now
- References to go deeper: templates, the full 7-step model, benchmark data
For the Full Framework
The companion blog article goes deep on every concept covered in the session — the PDCA cycle, the 7-Step Improvement Model, the CI Register, common failure modes, and how to build the improvement practice as a sustainable operating rhythm. Read it before or after the meetup; both work.
Read: Continual Improvement — The Engine That Keeps ITSM Working →What to Expect at the Session
Opening
Who's in the room? Show of hands. No ITIL required. Everyone's starting point is welcome.
The Problem
Why IT organizations stop improving — and what it actually costs when they do.
The Framework
PDCA, the 7-Step model, and the CI Register — in plain English, no certification assumed.
Live Exercise
A volunteer and Ryan run the 3-Question CI Audit live. You'll see exactly how to apply it to a real process.
Your Next Steps
Three concrete actions for this week, this month, and this quarter. Leave with a plan, not just notes.
Sessions vary slightly by city. Run time 30–40 min. Q&A at the end.