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: 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