1 – Course Introduction

2 – CSI Introduction

3 – CSI Principles

4 – CSI Process (Seven-step Improvement Process)

5 – CSI Methods and Techniques

Gap Analysis
Benchmarking
Service Measurement
Metrics
Balanced Scorecard
SWOT Analysis
Return on Investment for CSI
Service Reporting
Methods and Techniques from other Service Management Processes

6 – Technology for CSI

7 – Implementing CSI

8 – CSI Challenges, Critical Success Factors and Risks

9 – Additional Sources of Information

10 – Sample Documents and Templates

11 – Living the Lifecycle Assignments

12 – Study and Exam Taking Tips

13 – Course Syllabus

14 – Key Concepts Review

15 – Study Aids

16 – Study Aids Answer Key