The phase of continual service improvement – CSI for short – is the real driving force behind the service lifecycle. Analogous to agile methods, this enables organisational structures to be continuously optimised in feasible steps.
CSI provides guidance on the instrumentalised generation and receipt of customer value added through improvements in the design, implementation and operation of services.The instructions combine principles, practice and methods from quality management and change management, in particular with regard to process improvements towards optimisation of service quality. This guidance is directly connected to the phases of service strategy, design and transition.
The principle of ownership is crucial in any improvement strategy. The CSI manager becomes the CSI owner and the most important advocate of this key issue. To prepare students for the practice-based exam, the seminar is accompanied by an internally-developed case study.
Focal areas include the objective and purpose of continual service improvement and the principles, processes, activities, functions, supporting technologies, as well as an understanding of implementation.
Participants of this seminar need the ITIL® Foundation Certificate Edition 2011
An internal seminar is possible, from at least six persons
Can be done with the following simulation programm:
Early birds rebate
If you book your course more than 4 months in advance you will get a rebate of 10% on the course fee.
Motivate your colleagues. Already with 3 people in the same course and simultaneous registration we grant interesting discounts on the course fees:
The discounts are not cumulative - it is always the highest that counts.
Queries about this seminar or a request for proposal for an in-house seminar: