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by AXELOS
ITIL Continual Service Improvement
Cover
Title
Copyright
Contents
List of figures
List of tables
Foreword
Preface
Acknowledgements
1 Introduction
1.1 Overview
1.2 Context
1.3 ITIL in relation to other publications in the Best Management Practice portfolio
1.4 Why is ITIL so successful?
1.5 Chapter summary
2 Service management as a practice
2.1 Services and service management
2.2 Basic concepts
2.3 Governance and management systems
2.4 The service lifecycle
3 Continual service improvement principles
3.1 Continual service improvement approach
3.2 CSI and organizational change
3.3 Ownership
3.4 CSI register
3.5 External and internal drivers
3.6 Service level management
3.7 Knowledge management
3.8 The Deming Cycle
3.9 Service measurement
3.10 IT governance
3.11 Frameworks, models, standards and quality systems
3.12 CSI inputs and outputs
4 Continual service improvement processes
4.1 The seven-step improvement process
5 Continual service improvement methods and techniques
5.1 Methods and techniques
5.2 Assessments
5.3 Benchmarking
5.4 Service measurement
5.5 Metrics
5.6 Return on investment
5.7 Service reporting
5.8 CSI and other service management processes
5.9 Summary
6 Organizing for continual service improvement
6.1 Organizational development
6.2 Functions
6.3 Roles
6.4 Customer engagement
6.5 Responsibility model – RACI
6.6 Competence and training
7 Technology considerations
7.1 Tools to support CSI activities
7.2 Summary
8 Implementing continual service improvement
8.1 Critical considerations for implementing CSI
8.2 Where do I start?
8.3 Governance
8.4 CSI and organizational change
8.5 Communication strategy and plan
8.6 Summary
9 Challenges, risks and critical success factors
9.1 Challenges
9.2 Critical success factors
9.3 Risks
9.4 Summary
Afterword
Appendix A: Related guidance
A.1 ITIL guidance and web services
A.2 Quality management system
A.3 Risk management
A.4 Governance of IT
A.5 COBIT
A.6 ISO/IEC 20000 service management series
A.7 Environmental management and green/sustainable IT
A.8 ISO standards and publications for IT
A.9 ITIL and the OSI framework
A.10 Programme and project management
A.11 Organizational change
A.12 Skills Framework for the Information Age
A.13 Carnegie Mellon: CMMI and eSCM framework
A.14 Balanced scorecard
A.15 Six Sigma
Appendix B: Example of a continual service improvement register
Appendix C: Risk assessment and management
C.1 Definition of risk and risk management
C.2 Management of Risk (M_o_R)
C.3 ISO 31000
C.4 ISO/IEC 27001
C.5 Risk IT
Appendix D: Examples of inputs and outputs across the service lifecycle
Abbreviations and glossary
Index
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