Detailed Course Outline
MODULE 1: COURSE INTRODUCTION
- Course Learning Objectives
- Course Agenda
- Module Learning Objectives
- Topics Covered in This Module
- Scenario-based Learning
- Course Structure
- Certification
- The ITIL CSI Approach
- Guiding Principles
- Get to Know Each Other
MODULE 2: THE JOURNEY
- Intent and Context
- References
- Relevant Glossary Terms
- Module Learning Objectives
- A Message from the CEO
- Current Challenges
- The CSI Approach: What is the vision? Where are we now?
- What is the vision?
- Where are we now?
- The Assignment
- Sources and Inputs
- Decision Time!
- Debrief
MODULE 3: ORGANIZATIONAL CHANGE MANAGEMENT (OCM)
- Intent and Context
- References
- Relevant Glossary Terms
- Module Learning Objectives
- Topics Covered in This Module
- Purpose and Approaches
- Essentials for Successful Improvement
- Implementing a Successful Change
- Continual Improvement of OCM
MODULE 4: THE DESIRE
- Intent and Context
- References
- Relevant Glossary Terms
- Module Learning Objectives
- The CSI Approach: Where do we want to be?
- Where do we want to be?
- Vision to Measurement Trail
- Our Goals and Value
- Never Lose the Big Picture!
- Company Requirements
- The Assignment
- Sources and Inputs
- Presenting the Power of the Story
- Debrief
MODULE 5: COMMUNICATIONS
- Intent and Context
- References
- Relevant Glossary Terms
- Module Learning Objectives
- Topics Covered in This Module
- Good Communication
- Communication Principles
- Communication Techniques
- Types of Communication
MODULE 6: THE ROADMAP
- Intent and Context
- References
- Relevant Glossary Terms
- Module Learning Objectives
- The CSI Approach: How do we get there?
- How do we get there?
- Refresher: Five Major Aspects of Service Design
- Refresher: Balanced Scorecard
- Mixing Frameworks and Methods
- A Message from Lynda, Head of PR
- The Assignment
- Sources and Inputs
- Getting into Character: You are EJ Airways!
- A Message from the CEO
- Meeting Time
- Debrief
MODULE 7: METRICS AND MEASUREMENTS
- Intent and Context
- References
- Relevant Glossary Terms
- Module Learning Objectives
- Topics Covered in This Module
- Metrics and Measurements in CSI
- Cascades and Hierarchies
- Metrics Categories
- Assessments
- Reporting
MODULE 8: CHECK, CONTROL, AND REDIRECT
- Intent and Context
- References
- Relevant Glossary Terms
- Module Learning Objectives
- The CSI Approach: Did we get there?
- Did we get there?
- Refresher: DIKW Model
- Benefits Realization
- Progress Iteratively
- The Assignment
- Sources and Inputs
- Analysis Time
- Stop Your Work
- Discussion Time
- Debrief
MODULE 9: STAY TUNED
- Intent and Context
- References
- Relevant Glossary Terms
- Module Learning Objectives
- The CSI Approach: How do we keep the momentum going?
- How do we keep the momentum going?
- Resistance Management Plan
- Reinforcement with Balanced Diversity
- The Assignment
- Sources and Inputs
- CEO’s State of Mind
- Debate Time
- Debrief
MODULE 10: GUIDING PRINCIPLES
- Intent and Context
- References
- Relevant Glossary Terms
- Module Learning Objectives
- Topics Covered in This Module
- The Guiding Principles
- Applying the Guiding Principles
MODULE 11: THE NINE GUIDING PRINCIPLES VIDEOS