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

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Chapter 46 Continual Service Improvement Methods and Techniques

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

  • ✓  How to perform and interpret:
    • Assessments
    • Gap analysis
    • Benchmarking
    • Service measurement
    • Metrics
    • Balanced scorecards
    • SWOT analysis
    • Service reports
    • Return on investment
  • ✓  How CSI can use processes to support its activities:
    • Availability management
    • Capacity management
    • IT service continuity management
    • Problem management
    • Knowledge management

 In this chapter we consider how to carry out some common CSI techniques. We also explore the use of measurement and metrics. The chapter also provides information ...

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