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

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Chapter 49 Implementation of Continual Service Improvement

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

  • ✓  Critical implementation considerations and where to start
  • ✓  The role of governance
  • ✓  The effect of organizational change for CSI
  • ✓  Communication strategies and planning

 The learning objective for this chapter is to gain sufficient knowledge to implement continual service improvement.

Critical Considerations and Where to Start

ITIL considers implementing continual service improvement (CSI) to improve services and to improve the service management processes themselves. An organization with immature ...

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