In which phase of the ITIL service lifecycle is service quality and efficiency monitored and improved?

The phase of the ITIL service lifecycle where service quality and efficiency are actively monitored and improved is the Continual Service Improvement phase. This phase is focused on aligning IT services with the evolving needs of the business by identifying and implementing improvements to services and processes. It utilizes feedback from various sources, including performance metrics, service reviews, and user experiences, to ensure that the services not only meet current operational demands but also adapt to changes and enhancements over time.

Continual Service Improvement aims to create a culture of ongoing improvement within the organization. This includes assessing the performance of services against predefined metrics, identifying opportunities for enhancement, and implementing processes that optimize service delivery. Additionally, it supports the overall objectives of the ITIL framework by ensuring that quality and efficiency are prioritized in a systematic and structured manner.

This specific focus on monitoring and enhancing service quality distinguishes Continual Service Improvement from other phases like Service Design, which is primarily concerned with designing new or changed services; Service Transition, which deals with the implementation of those services; and Service Operation, which focuses on the delivery and management of services in a live environment. Each phase has its unique objectives and responsibilities, but it is in the Continual Service Improvement phase that the overarching goal of quality and efficiency enhancement is continuously pursued