Detailed Course Outline
Introduction:
- Purpose, Goals and Objectives
- Scope and Approach of CSI
- Interfaces with Other Lifecycle Phases
- CSI and Business Value
Methods and Techniques:
- Assessments
- Benchmarking
- Measuring and Reporting Frameworks
- Balanced Scorecard
- SWOT Analysis
- Deming Cycle (PDCA)
- CSI and Other Service Management Processes
Processes:
- 7-Step Improvement Process
- Service Reporting
- Service Measurement
- ROI for CSI
- CSI and Business Questions
- CSI and Service Level Management
Implementing CSI:
- Where to Start?
- Governance
- Organisational Change
- Communications Strategy and Plan
Organisation:
- Roles and Responsibilities
- Organisational Context