LEARNING UNITS
- Introduction to continual service improvement
- Purpose, objectives, scope and value to business
- The context of service transition in ITIL service lifecycle
- The approach to CSI
- The business question to be asked to ensure that a CSI initiative is warranted
- The context of CSI in the ITIL service lifecycle
- The inputs and outputs to CSI
- Continual service improvement principles
- How the success of CSI depends upon an understanding of change within an organization
- How the success of CSI depends upon a clear and unambiguous ownership and accountability
- How the CSI register supports the application of CSI
- How CSI drives the adoption of, and is influenced by service level management
- How knowledge management is a main element of any improvement initiative
- How the Deming Cycle is critical to both the implementation and application of CSI
- How CSI can make effective use of the various aspects of service measurement
- How CSI can be used to ensure good governance where goals are aligned and good
- management is achieved
- How frameworks, models, standards and quality systems fully support the concepts
- embodied in CSI
- Continual service improvement process
- The seven step improvement process
- Purpose, objective, scope, value to business
- Policies, principles & basic concepts
- Process activities, methods & techniques
- Triggers, inputs, outputs & interfaces
- Critical success factors and Key performance indicators
- Challenges & risks
- How other processes play key roles in the seven-step improvement process
- The seven step improvement process
- Continual service improvement methods and techniques
- When to use assessments and what to assess
- How a gap analysis can provide insight into the areas that have room for improvement
- Benchmarking
- Service measurement
- Metrics
- Return on investment
- Service reporting
- How availability management techniques such as component failure impact analysis, fault tree
- analysis, service failure analysis, technical observation and the expanded incident
- lifecycle can be used by CSI
- How capacity management techniques such as business, service and component capacity
- management, workload and demand management, and the iterative activities of capacity
- management can be used by CSI
- How CSI needs to take IT service continuity management requirements into consideration and
- how CSI can use risk management to identify areas for improvement
- How problem management supports the activities of CSI
- How knowledge management supports CSI
- Organizing for continual service improvement
- Service owner
- Process owner
- Process manager
- Process practitioner
- CSI manager
- The nature of the activities and the skills required for the seven-step improvement process
- Comparing the CSI manager role with other relevant roles
- How the responsibility model (RACI) can be used when defining roles and responsibilities in CSI
- Technology Considerations
- The technology and tools required and how these would be implemented and managed to support CSI activities such as performance
- Implementing continual service improvement
- Critical considerations and where to start
- The role of governance to CSI
- The effect of organizational change for CSI
- A communication strategy and plan
- Challenges, critical success factors and risks
- Challenges facing CSI
- The appropriate critical success factors for CSI
- The risk associated with implementing CSI
- Summary & directed studies
- Review of key concepts
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