ITIL® Intermediate Lifecycle Continual Service Improvement 2011 Edition

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ITIL® Intermediate Lifecycle: Continual Service Improvement (2011 Edition)

OSNOVA KURZU
1 - COURSE INTRODUCTION
2 - CSI INTRODUCTION
3 - CSI PRINCIPLES
4 - CSI PROCESS (SEVEN-STEP IMPROVEMENT PROCESS)
5 - CSI METHODS AND TECHNIQUES
Gap Analysis
Benchmarking
Service Measurement
Metrics
Balanced Scorecard
SWOT Analysis
Return on Investment for CSI
Service Reporting
Methods and Techniques from other Service Management Processes

6 - TECHNOLOGY FOR CSI
7 - IMPLEMENTING CSI
8 - CSI CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS
9 - ADDITIONAL SOURCES OF INFORMATION
10 - SAMPLE DOCUMENTS AND TEMPLATES
11 - LIVING THE LIFECYCLE ASSIGNMENTS
12 - STUDY AND EXAM TAKING TIPS
13 - COURSE SYLLABUS
14 - KEY CONCEPTS REVIEW
15 - STUDY AIDS
16 - STUDY AIDS ANSWER KEY
17 - NOTE
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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ITIL® Intermediate Lifecycle Continual Service Improvement 2011 Edition

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