What's with Continual Service Improvement? Hardly anyone gets to incrementally improve in this millennium. Gary and George did a good job of what they were asked to do with the fifth ITIL V3 book (CSI), but I think the whole ITIL framework misses the point. The ITIL mindset seems to be that Change is all about getting things as stable as possible, and then CSI is about tweaking and refining and maturing the result.