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
• Return on investment
• Service reporting
• CSI and other service management processes
• Summary

Organizing for continual service improvement

• Organizational development
• Functions
• Roles
• Customer engagement
• Responsibility model – RACI
• Competence and training

Technology considerations

• Tools to support CSI activities

Implementing continual service improvement

• Critical considerations for implementing CSI
• Where do I start?
• Governance
• CSI and organizational change
• Communication strategy and plan

Challenges, risks and critical success factors

• Challenges
• Critical success factors
• Risks

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