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

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Chapter 47 Organizing for Continual Service Improvement

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

  • ✓  The responsibilities, skills, and competencies for:
    • Service owner
    • Process owner
    • Process manager
    • Process practitioner
  • ✓  The activities involved in the seven-step improvement process and the skills required
  • ✓  Comparing the CSI manager role with other relevant roles
  • ✓  How the responsibility model (RACI) can be used when defining roles and responsibilities in CSI

 This chapter explores CSI in relation to the organization and revolves around the roles relevant to CSI and their responsibilities, skills, ...

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