Topic: The Continual Improvement Gap — why the platform goes live, the project closes, and six months later the queue and the firefighting look unchanged.
When: Tuesday, June 16, 2026 · 11:05 AM EDT · about 55 minutes
Where: Online via Google Meet. The link arrives in your confirmation email with a calendar invite. Live only — not recorded.
The session runs about 55 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 we go live. No homework, no writing required — just a few minutes of honest thought about your own IT operation.
Earn roughly one professional-development hour you can self-report toward your PMP® PDUs or ITIL® CPD. We'll email a certificate of attendance. Tideline Insights is not an accredited training provider — you self-report the time.
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 Continual Improvement Gap — whether or not you know ITIL
- The Model · Tool · Rhythm lens for spotting which of the three is missing on your team
- One concrete CI move you'll run between June 16 and the August in-person round
- 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 Behind Service Evolution →What to Expect at the Session
Opening
Quick housekeeping — mics off by default, chat is open for questions, the session is live and not recorded. Who's in the room? No ITIL required. Every starting point is welcome.
The Gap
Why the platform goes live, the project closes, and six months later the queue and the firefighting look unchanged. The pattern, the cost, and the three reasons it persists.
Model · Tool · Rhythm
The three things every IT shop needs in place to actually improve — in plain English, no certification assumed. Where most teams have one, sometimes two, almost never all three.
The One CI Move Before August
Pick the single improvement you'll actually run between June 16 and the August in-person round. Not a roadmap — one move.
Open Discussion
Questions in chat, audio open for anyone who wants to talk through where their team is stuck. The reason this isn't recorded.
Total run time about 55 minutes. Live only — not recorded.
See you on June 16.
Come ready to think, not just listen. The Meet link and calendar invite are in your confirmation email.
View Session Details & RSVP