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ITIL Continual Service Improvement 1st Edition by George Spalding, Gary Case ISBN 011331308X 9780113313082

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Continual service improvement ITIL 2. ed Edition Great Britain. Office Of Government Commerce Digital Instant Download

Author(s): Great Britain. Office of Government Commerce
ISBN(s): 9780113313082, 011331308X
Edition: 2. ed
File Details: PDF, 1.36 MB
Year: 2011
Language: english
SKU: EB-11819854 Category: Tag:

ITIL Continual Service Improvement 1st Edition by George Spalding, Gary Case – Ebook PDF Instant Download/Delivery: 011331308X, 9780113313082
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Product details:

ISBN 10: 011331308X 
ISBN 13: 9780113313082
Author: George Spalding, Gary Case

This publication focuses on continual service improvement (CSI) from both an IT service and IT service management perspective. It introduces the concept of CSI at a high level and defines its value before describing common methods and techniques. The guidance is written for managers and practitioners at all levels.

ITIL Continual Service Improvement 1st Table of contents:

  • The CSI Approach and its Key Principles

    • The Continual Service Improvement Model

    • Aligning CSI with Business Goals and Objectives

    • Understanding the Deming Cycle (Plan-Do-Check-Act)

    • Integrating CSI with Other ITIL Processes

  • Establishing a CSI Framework

    • Creating a CSI Strategy

    • Defining Clear Metrics and Key Performance Indicators (KPIs)

    • Identifying Stakeholders and Roles in CSI

    • Developing a CSI Roadmap for Organizations

  • Assessing and Identifying Areas for Improvement

    • How to Identify Opportunities for Improvement

    • Conducting Service Reviews and Gap Analysis

    • Using Service Reporting and Data to Drive Improvement

    • Analyzing Feedback from Customers and End-Users

  • The Seven-Step Improvement Process

    • Step 1: Define the Strategy for Improvement

    • Step 2: Define What You Will Measure

    • Step 3: Gather the Data

    • Step 4: Process the Data

    • Step 5: Analyze the Data

    • Step 6: Present and Use the Information

    • Step 7: Implement Improvement

  • Measuring Service Performance

    • Key Metrics in Service Improvement

    • How to Define and Use KPIs in Service Management

    • Establishing Baselines for Service Performance

    • Benchmarking and Best Practices

  • Managing Change and Ensuring Improvement Success

    • Change Management and Its Role in CSI

    • Overcoming Resistance to Change in the Improvement Process

    • Communicating Improvements Across the Organization

    • Ensuring Continuous Improvement Culture in the Organization

  • Continual Service Improvement in Practice

    • Real-World Case Studies of CSI Successes

    • Common Pitfalls and How to Avoid Them

    • Tools and Techniques for Managing CSI

    • Building a CSI Culture Within IT Teams

  • Integrating CSI with Other ITIL Processes

    • CSI and Service Design

    • CSI and Service Transition

    • CSI and Service Operations

    • CSI and ITIL Service Strategy

  • Continuous Improvement in the Digital Era

    • The Impact of Automation and AI on Continual Service Improvement

    • The Role of CSI in Digital Transformation

    • Agile and DevOps Practices in the Context of CSI

  • Future Trends in Continual Service Improvement

    • Emerging Trends and Technologies Affecting IT Service Management

    • The Evolving Role of CSI in Modern IT Organizations

    • Preparing for the Future: Next Steps in CSI Development

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Tags: George Spalding, Gary Case, ITIL, Service