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ITIL Intermediate Certification Companion Study Guide by Liz Gallacher, Helen Morris

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Chapter 44 Continual Service Improvement Principles

THE FOLLOWING ITIL INTERMEDIATE EXAM OBJECTIVES ARE DISCUSSED IN THIS CHAPTER:

  • ✓  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

 In this chapter, we explore how the principles of continual service improvement are adopted throughout the lifecycle. We review some specific relationships with continual service improvement and other lifecycle processes, and the relationship of continual ...

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