> # LM7 Continue Service Improvement Study Guide

> ### Overview

> > In this week, we are going to introduce continual service improvement.

> ### To Do List

> 1. Study the continual service improvement learning material - use the slides as guideline.
> 2. Quiz 7 - 10 multiple-choice questions. Due by 7/18 11:59pm.

> ### Learning Outcomes

> This module directly contributes to the following highlighted courses outcomes.

> 1. Discuss the primary objectives of the IT service delivery function.
> 2. Provide a detailed description of the Information Technology Infrastructure Library (ITIL)
> 3. Critically evaluate the suitability of ITIL in a given situation
> 4. Formulate appropriate service level agreements
> 5. Analyze to what extent a given IT service organization has implemented the various ITIL disciplines, and recommend ways in which the organization may be able to improve its IT Services

> After complete this module, you'll be able to:

> - Discuss the purpose, scope and value of CSI
> - Discuss the CSI register and the PDCA (Plan-Do-Check-Act) cycle
> - Explain the CSI model
> - Discuss the service measurement and reasons for measuring
> - Discuss the different type of metrics for service measurement