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Chapter 1 :
1.1 Apply the concept of 'adopt and adapt' when using ITIL guidance in a given context
1.2 Analyze the importance of each element of a service when planning and implementing service improvements
Chapter 2 :
2.1 Apply the ITSM guiding principles in a given context when planning and implementing service improvements
Chapter 3 :
3.1 Describe the purpose and main outputs of each step of the CSI Approach
3.2 Use the CSI Approach tools and techniques successfully in a given specific context
3.3 Apply the CSI approach to a given context, demonstrating an understanding of the critical competences, the guiding principles and the scientific method
Chapter 4 :
4 4.1 Define critical success factors (CSFs) using a relevant hierarchical approach
4.2 Determine key performance indicators (KPIs) to underpin a critical success factor
4.3 Analyze CSFs and KPIs in a given context to ensure that they are balanced between the four categories
4.4 Define a current state assessment in a given context
4.5 Design a report in a given context
4.6 Apply knowledge of metrics and measurement when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles
Chapter 5 :
5 5.1 Explain the nature, value, importance and benefits of good communication
5.2 Explain communication principles
5.3 Explain the purpose and value of communication tools and techniques
5.4 Use relevant communication tools and techniques to support improvement in a given context
5.5 Apply knowledge of communications when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles
Chapter 6 :
6 6.1 Explain the role and impact of OCM in successful improvement
6.2 Describe the purpose and value of OCM activities
6.3 Use relevant OCM tools and techniques to support improvement in a given context
6.4 Apply knowledge of OCM when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles
