ITIL Intermediate Continual Service Improvement Certification Course
[spacer height=”-20px”]Course Detail PDF …
-
Introduction
- Overview
- Context
- ITIL in relation to other publications in the Best Management Practice portfolio
- Why is ITIL so successful?
- Chapter Summary
-
Service Management as a practice
- Services and service management
- Basic concepts
- Governance and management systems
- The service lifecycle
-
Continual service improvement principles
- Continual service improvement approach
- CSI and organizational change
- Ownership
- CSI register
- External and internal drivers
- Service level management
- Knowledge management
- The Deming cycle
- Service measurement
- IT governance
- Frameworks, models, standards and quality systems
- CSI inputs and outputs
-
Continual service improvement processes
- The seven-step improvement process
-
Continual service improvement methods and techniques
- Methods and techniques
- Assessments
- Benchmarking
- Service measurement
- Metrics
-
Organizing for continual service improvement
- Organizational development
- Functions
- Roles
- Customer engagement
- Responsibility model – RACI
- Competence and training
-
Technology considerations
- Tools to support CSI activities
- Summary
-
Implementing continual service improvement
- Critical considerations for implementing CSI
- Where do I start?
- Governance
- CSI and organizational change
- Communication strategy and plan
- Summary
-
Challenges, risks and critical success factors
- Challenges
- Critical success factors
- Risks
- Summary