Chapter 1: Introduction to Continua Service Improvement
• The purpose, objectives and scope of CSI
• The value to the business of adopting and implementing CSI
• The context of CSI in the ITIL service lifecycle
• The approach to CSI, including key interfaces and inputs and outputs
Chapter 2: Continual Service Improvement Principles
• How the success of CSI depends on understanding change in the organization and having clear accountability
• How service level management and knowledge management influence and support CSI
• How the complete Deming Cycle works, and how it can be applied to a real world example
• How CSI can make effective use of the various aspects of service measurement
• What situations require the use of frameworks and models, and examples of how each type can be used to achieve improvement?
Chapter 3: Continual Service Improvement Processes
• What the seven-step improvement process is, how each step can be applied and the benefits produced
• How CSI integrates with the other stages in the ITIL service lifecycle
• How other processes play key roles in the seven-step improvement process
Chapter 4: Continual Service Improvement Methods and Techniques
• When to use assessments, what to assess & how a gap analysis can provide insight into the areas that have room for improvement
• How to use benchmarking, service measurement, metrics, service reporting, including balanced scorecard and SWOT, to support CSI
• How to create a return on investment, establish a business case and measure the benefits achieved
• How techniques within availability management, capacity management, IT service continuity management and problem management can be used by CSI
Chapter 5: Organizing for Continual Service Improvement
• The role of the CSI manager, and the roles of service owner, process owner, process manager and process practitioner in the context of CSI
• How these roles can be positioned within an organization
• How to design, implement and populate a RACI (responsible, accountable, consulted, informed) diagram as well as how to use it to support CSI
Chapter 6: Technology Considerations
• The technology and tools required
• How these tools would be implemented & managed to support CSI activities such as:
o Performance, Project & portfolio management, Service measurement & Business intelligence reporting
Chapter 7: Implementing Continual Service Improvement
• CSI implementation: strategy, planning, governance, communication, project management, operation, and how to deal with cultural and organizational change
Chapter 8: Challenges, Critical Success Factors and Risks
• The challenges and risks related to CSI and how these challenges can be addressed
• The critical success factors related to CSI as well as how to measure and monitor them
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