Introduction and Overview
Goals and scope of CSI
The purpose and objectives of CSI
Embedding CSI into organizational processes
Explaining how CSI creates business value
CSI approach
Asking the right business questions to ensure that a CSI initiative is warranted
Illustrating the interfaces to other ITIL lifecycle stages
Principles of Continual Service Improvement
Establishing accountability
Defining unambiguous ownership and roles
Supporting the application of CSI with the CSI register
CSI and service level management
Providing adequate governance
Knowledge management as a main element in any improvement initiative
Implementing and applying CSI with the Deming Cycle
Service measurement
Ensuring effective governance with CSI
Supporting CSI with frameworks, models, standards and quality systems
The Seven-Step Improvement Process
Determining what to measure
Defining what you should measure: measurements that fully support the goals of the organization
Defining what you can measure
Conducting gap analysis to identify what can be measured
Gathering the data
Processing the data to provide end-to-end perspective on service and/or process performance
Analyzing the data: targets met, developing trends, corrective actions required, cost to fix
Presenting and using the information
Implementing corrective actions
Integrating CSI with the other lifecycle stages
Methods and Techniques
Activities for delivering CSI
Performing a gap analysis
Implementing benchmarking
Designing and analyzing service measurement frameworks
Creating a return on investment
Articulating service reporting
Key metrics
Technology metrics
Process metrics (CSFs and KPIs)
Service metrics
Initiating a SWOT analysis
Measuring benefits to the business
Supporting CSI activities
Availability management
Capacity management
IT service continuity management
Problem management
Knowledge management
Organization and Technology Considerations
Defining roles and responsibilities: service owner, process owner, process manager, process practitioner
Choosing organizational structures that support CSI
Specifying tool requirements for implementation success
Automated incident and problem resolution
Statistical analysis tools and business intelligence and reporting
Implementing Continual Service Improvement
Key considerations
Analyzing where to start
Relating the role of governance
Determining the effect of organizational change
Constructing a communications strategy and plan
Implementation challenges and risks
Establishing critical success factors and KPIs
Developing risk-benefit analyses for adoption of continual service improvement
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