Learning Unit CSI01: Introduction to Continual Service Improvement
• The Service Gap Model, how Service Level Management contributes to the management of gaps
and how a Service Improvement Programme can be utilized
• The 7-Step Improvement process used in the Continual Service Improvement
• The processes and service lifecycle stages that Continual Service Improvement interfaces with
• The fundamental aspects of Continual Service Improvement and be able to define them Learning Unit CSI02: Continual Service Improvement Principles
• How Service Level Management supports Continual Improvement, providing details and examples
related to use of Service Level Agreements, Operational Level Agreements and Underpinning
Contracts
• How the complete Deming Cycle works and how it can be applied to a real world example
• What role benchmarking plays in Continual Service Improvement and the interaction it has with
governance
• What situations require the use of frameworks and models and examples how each type can be
used to achieve improvement
Learning Unit CSI03: Continual Service Improvement Process
• What the 7-Step Improvement process is, how each step can be applied and the benefits it
produces
• The use and interaction of all other lifecycle stages and activities that contribute to Continual
Service Improvement
• The benefits and differences between the types of metrics (i.e. Technology, Process and Service)
and how each is used to support Continual Service Improvement
• The differences between the Technology Domain and the Service Management Domain, and how
each is viewed by Continual Service Improvement
Learning Unit CSI04: Continual Service Improvement Methods and Techniques
• How Availability Management techniques such as Component Failure Impact Analysis, Fault Tree
Analysis are used to support Continual Service Improvement
• How Capacity, Problem, Risk and IT Service Continuity Management can all be used holistically to
support Continual Service Improvement
• When and where to use benchmarking, Balanced Scorecards and SWOT (Strength, Weakness
Opportunity Threat) analysis
Learning Unit CSI05: Organization for Continual Service Improvement
• How to design, implement and populate a RACI (Responsible, Accountable, Consulted, Informed)
diagram as well as how to use it to support Continual Service Improvement
• The Continual Service Improvement related roles and responsibilities such as Service Manager,
Continual Service Improvement Manager and Service owner and provide examples of how they
can be positioned within an organization
Learning Unit CSI06: Technology for Continual Service Improvement
• The technology and tools required, as well as, how these would be implemented and managed, to
support Continual Service Improvement activities such as Performance, Project and Portfolio
Management as well as Service Measurement and Business Intelligence reporting
Learning Unit CSI07: Implementing Continual Service Improvement
• Continual Service Improvement implementation: Strategy, planning, governance, communication,
project management, operation as well as how to deal with cultural and organizational change
• The day-to-day concerns, support and operations of a large corporate Continual Service
Improvement group
Learning Unit CSI08: Critical Success Factors and Risks
• The challenges and risks such as staffing, funding, management, etc., which can be related to
Continual Service Improvement and the details behind how each challenge can be addressed
• The Critical Success Factors related to Continual Service Improvement as well as how to measure
and monitor them |
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