LM7 Continue Service Improvement Study Guide
Overview
In this week, we are going to introduce continual service improvement.
To Do List
- Study the continual service improvement learning material - use the slides as guideline.
- Quiz 7 - 10 multiple-choice questions. Due by 7/18 11:59pm.
Learning Outcomes
This module directly contributes to the following highlighted courses outcomes.
- Discuss the primary objectives of the IT service delivery function.
- Provide a detailed description of the Information Technology Infrastructure Library (ITIL)
- Critically evaluate the suitability of ITIL in a given situation
- Formulate appropriate service level agreements
- Analyze to what extent a given IT service organization has implemented the various ITIL disciplines, and recommend ways in which the organization may be able to improve its IT Services
After complete this module, you'll be able to:
- Discuss the purpose, scope and value of CSI
- Discuss the CSI register and the PDCA (Plan-Do-Check-Act) cycle
- Explain the CSI model
- Discuss the service measurement and reasons for measuring
- Discuss the different type of metrics for service measurement