Continual Service Improvement
- Purpose, Objectives, and Scope
- Business Value
- CSI Approach
- Context of CSI within the Service Lifecycle
- Inputs and Outputs
CSI Principles
- CSI Success Depends on Understanding Change within an Organization
- CSI Success Depends on Clear Ownership and Accountability
- How the CSI Register Supports CSI
- CSI is Driven and Influenced by Service Level Management
- Importance of Knowledge Management and the Deming Cycle to CSI
- CSI Used to Ensure Effective Governance
- Frameworks, Models, Standards, and Quality Systems Supporting CSI
Seven-Step Improvement Process
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Process Activities, Methods, and Techniques
- Triggers, Inputs, Outputs, and Process Interfaces
- Other Processes Support the Seven-Step Improvement Process
CSI Methods and Techniques
- Assessments
- Gap Analysis
- Benchmarking
- Service and Process Measurement
- Metrics and Measurement Frameworks
- Calculating Return on Investment
- Service Reporting Policies and Principles
- How Availability Management, Capacity Management, IT Service Continuity Management, Problem Management, and Knowledge Management Support CSI
Organization for CSI
- Service Owners
- Process Owner and Process Managers
- Process Practitioners
- CSI Manager
- The Nature of the Seven-Step Improvement Process Activities and the Skills Required
- CSI Manager vs. Other Supporting Roles
- How Responsibility, Accountability, Consultancy, or Informational (RACI) Models Can Be Used to Clarify Roles and Responsibilities for CSI
Technology Considerations for CSI
- IT Service Management Suites
- Systems and Network Management Tools
- Event management
- Automated Incident/Problem Resolution
- Performance Management
- Statistical Analysis Tools
- Project and Portfolio Management Tools
- Financial Management Tools
- Business Intelligence and Reporting Tools
Implementing CSI
- Critical Considerations and Where to Start
- Role of Governance to CSI
- Effect of Organizational Change for CSI
- Communication Strategies and Plans
Challenges, CSFs, and Risks
- Challenges Facing CSI
- CSFs for CSI
- Risks Associated with Implementing CSI
Exam Preparation
