> > > ITILCSI Detailed outline

ITIL® Continual Service Improvement (ITILCSI)

Course Description Schedule Course Outline

Detailed Course Outline

Introduction:

  • Purpose, Goals and Objectives
  • Scope and Approach of CSI
  • Interfaces with Other Lifecycle Phases
  • CSI and Business Value

Methods and Techniques:

  • Assessments
  • Benchmarking
  • Measuring and Reporting Frameworks
  • Balanced Scorecard
  • SWOT Analysis
  • Deming Cycle (PDCA)
  • CSI and Other Service Management Processes

Processes:

  • 7-Step Improvement Process
  • Service Reporting
  • Service Measurement
  • ROI for CSI
  • CSI and Business Questions
  • CSI and Service Level Management

Implementing CSI:

  • Where to Start?
  • Governance
  • Organisational Change
  • Communications Strategy and Plan

Organisation:

  • Roles and Responsibilities
  • Organisational Context
 

Cookies help us deliver our services. By using our services, you agree to our use of cookies.   Got it!