Curriculum
- 9 Sections
- 45 Lessons
- 180 Days
Expand all sectionsCollapse all sections
- Introduction5
- Service Management as a practice4
- Continual service improvement principles12
- 3.1Continual service improvement approach
- 3.2CSI and organizational change
- 3.3Ownership
- 3.4CSI register
- 3.5External and internal drivers
- 3.6Service level management
- 3.7Knowledge management
- 3.8The Deming cycle
- 3.9Service measurement
- 3.10IT governance
- 3.11Frameworks, models, standards and quality systems
- 3.12CSI inputs and outputs
- Continual service improvement processes1
- Continual service improvement methods and techniques5
- Organizing for continual service improvement6
- Technology considerations2
- Implementing continual service improvement6
- Challenges, risks and critical success factors4
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