Course Outline
Unit 1 - Continual Service Improvement
- Purpose and Objectives
- Scope of Course
- Business Value
- CSI Approach
- CSI Business Questions
- ITIL Service Lifecycle
- Inputs and Outputs
Unit 2 - CSI Principles
- CSI and Organization Change Relationship
- What is Ownership
- CSI Register
- SLM and CSI
- Improvement Initiatives and Knowledge Management
- Deming Cycle
- Service Measurement Components
- Good Governance and CSI
- Models, Frameworks, Standards, Quality Systems
Unit 3 - CSI Process
- Purpose, Objective, and Scope
- Business Value
- Policies, Principles, Concepts
- Process - Activities, Methods
- Inputs, Outputs, Triggers, Interfaces
- Seven Step Improvement Process
- Critic Success Factors
- Key Performance Indicators
- Challenges and Risks Associated
Unit 4 - CSI: Methods and Techniques
- Properly Using Assessments
- Gap Analysis for Constructive Criticism
- Benchmarking
- Serive Measurement
- Using Metrics
- ROI
- What is Service Reporting
- Availability Management Techniques
- Capacity Managemetn Techniques
- Iterative Activities
- ITSCM Requirements
- Risk Management
- Program Management Support
- Knowledge Management Support
Unit 5 - CSI Organization
- Generic Service Owner
- Generic Process Owner
- Process Manager
- Process Practitioner
- CSI Manager
- Seven Step Improvement Roles
- CSI Manager with Other Roles
- RACI for Understanding Roles and Duties
Unit 6 - Technology
- Intro to Technology Considerations
- ITSM Suites
- Tools for CSI
Unit 7 - CSI Implementation
- Starting Implementation
- Governance
- Organizational Change
- Communication Strategies
Unit 8 - Risks, Challenges, Critical Success Aspects
- What are Possible Challenges
- Understanding the Critical Success Factors Evident
- Comparing and Measuring Risks