1 Introduction
1.1 Overview
1.2 Context
1.3 Purpose
1.4 Usage

2 Service management as a practice
2.1 What is service management?
2.2 What are services?
2.3 Functions and processes across the lifecycle
2.4 Continual Service Improvement fundamentals

3 Continual Service Improvement principles
3.1 CSI and organizational change
3.2 Ownership
3.3 Role definitions
3.4 External and internal drivers
3.5 Service Level Management
3.6 The Deming Cycle
3.7 Service measurement
3.8 Knowledge Management
3.9 Benchmarks
3.10 Governance
3.11 Frameworks, models, standards and quality systems

4 Continual Service Improvement processes
4.1 The 7-Step Improvement Process
4.2 Service reporting
4.3 Service measurement
4.4 Return on Investment for CSI
4.5 Business questions for CSI
4.6 Service Level Management

5 Continual Service Improvement methods and techniques
5.1 Methods and techniques
5.2 Assessments
5.3 Benchmarking
5.4 Measuring and reporting frameworks
5.5 The Deming Cycle
5.6 CSI and other service management processes
5.7 Summary

6 Organizing for Continual Service Improvement
6.1 Roles and responsibilities that support CSI
6.2 The authority matrix
6.3 Summary

7 Technology considerations
7.1 Tools to support CSI activities
7.2 Summary

8 Implementing Continual Service Improvement
8.1 Critical considerations for implementing CSI
8.2 Where do I start?
8.3 Governance
8.4 CSI and organizational change
8.5 Communication strategy and plan
8.6 Summary

9 Challenges, critical success factors and risks
9.1 Challenges
9.2 Critical success factors
9.3 Risks
9.4 Summary