Module 1: Introduction

• Overview
• Context
• ITIL in relation to other publications in the Best Management Practice portfolio
• Why is ITIL so successful?
• Chapter Summary

Module 2: Service Management as a practice

• Services and service management
• Basic concepts
• Governance and management systems
• The service lifecycle

Module 3: Continual service improvement principles

• Continual service improvement approach
• CSI and organizational change
• Ownership
• CSI register
• External and internal drivers
• Service level management
• Knowledge management
• The Deming cycle
• Service measurement
• IT governance
• Frameworks, models, standards and quality systems
• CSI inputs and outputs

Module 4: Continual service improvement processes

• The seven-step improvement process

Module 5: Continual service improvement methods and techniques

• Methods and techniques
• Assessments
• Benchmarking
• Service measurement
• Metrics

Module 6: Organizing for continual service improvement

• Organizational development
• Functions
• Roles
• Customer engagement
• Responsibility model – RACI
• Competence and training

Module 7: Technology considerations

• Tools to support CSI activities
• Summary

Module 8: Implementing continual service improvement

• Critical considerations for implementing CSI
• Where do I start?
• Governance
• CSI and organizational change
• Communication strategy and plan
• Summary

Module 9: Challenges, risks and critical success factors

• Challenges
• Critical success factors
• Risks
• Summary