Organizations striving for long-term sustainability need to be able to build upon and improve services throughout their lifecycle. The Continual Service Improvement (CSI) stage of the ITIL® Service Lifecycle that provides IT organizations the tools and processes necessary to continually improve their services. In this course you'll learn key considerations and best practices for continual service improvement activities. You'll also learn about the CSI register, and what information it should include. This course also covers the purpose and seven steps in the CSI process, including key activities that you perform. This course is one of a series in the Skillsoft learning path that covers the objectives for the ITIL® Foundation Certificate in IT Service Management. ITIL® is a registered trade mark of AXELOS Limited. Used under licence of AXELOS Limited. All rights reserved.
identify the key considerations to keep in mind during continual service improvement activities
recognize the benefits of the continual service improvement stage of the ITIL® service lifecycle
recognize the common information categories included in a CSI register
distinguish between the four steps of the Deming cycle
identify elements within scope of the CSI process
The CSI Process
distinguish between activities you perform in step 1 and step 2 of the CSI process
distinguish between the three types of data you gather in step 3 of the CSI process
distinguish between the goals of the fourth and fifth steps of the CSI process
distinguish between the types of information different stakeholders require
recognize the considerations to make when implementing service improvements
The materials within this course focus on the Knowledge Skills and Abilities (KSAs) identified within the Specialty Areas listed below. Click to view Specialty Area details within the interactive National Cybersecurity Workforce Framework.