TOPICS

Course Outline
1. Continual Service Improvement
Purpose, Objectives, and Scope
Business Value
CSI Approach
Context of CSI within the Service Lifecycle
Inputs and Outputs
2. 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
3. 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
4. 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
5. 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
6. 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
7. Implementing CSI
Critical Considerations and Where to Start
Role of Governance to CSI
Effect of Organizational Change for CSI
Communication Strategies and Plans
8. Challenges, CSFs, and Risks
Challenges Facing CSI
CSFs for CSI
Risks Associated with Implementing CSI.