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ITIL® - Continual Service Improvement

Duration: 4 days
Course Price: $2,600

Overview:

The ITIL® CSI (Continual Service Improvement) course is part of the ITIL® Intermediate Lifecycle certification stream. The course prepares candidates to take the ITIL® Continual Service Improvement intermediate exam.
 
 

Who Should Attend:

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers who require a detailed understanding of the ITIL® Continual Service Improvement phase of the ITIL® Lifecycle as well as the processes, functions and activities required to apply them.
 

Duration:

  • Classroom Learning - 4 Day(s)
  • Online LIVE - 4 Day(s)

 

Prerequisite(s) or Equivalent Knowledge:

Prerequisite Comments:
An ITIL® Foundation certificate and preferably two years work experience in an IT Service Management environment.

PRINCE2®, ITIL®, MSP®, M_o_R®, P3O®, P3M3® are Registered Trademarks of Axelos Limited
MoP™ and MoV™ are Trademarks of Axelos Limited
The Swirl logo™ is a Trademark of Axelos Limited

Overview:

The ITIL® CSI (Continual Service Improvement) course is part of the ITIL® Intermediate Lifecycle certification stream. The course prepares candidates to take the ITIL® Continual Service Improvement intermediate exam.
 
 

Who Should Attend:

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers who require a detailed understanding of the ITIL® Continual Service Improvement phase of the ITIL® Lifecycle as well as the processes, functions and activities required to apply them.
 

Duration:

  • Classroom Learning - 4 Day(s)
  • Online LIVE - 4 Day(s)

 

Prerequisite(s) or Equivalent Knowledge:

Prerequisite Comments:
An ITIL® Foundation certificate and preferably two years work experience in an IT Service Management environment.

PRINCE2®, ITIL®, MSP®, M_o_R®, P3O®, P3M3® are Registered Trademarks of Axelos Limited
MoP™ and MoV™ are Trademarks of Axelos Limited
The Swirl logo™ is a Trademark of Axelos Limited

Lesson 1COURSE INTRODUCTION

  • Purpose and objectives of Continual Service Improvement
  • Scope of Continual Service Improvement
  • Approach to Continual Service Improvement
  • Interfaces with other ITIL® Lifecycle stages

Lesson 2PRINCIPLES

  • How the success of CSI depends upon an understanding of change upon an organization
  • How CSI drives the adoption of, and is influenced by, Service Level Management
  • How the Deming Cycle is critical to both the implementation and application of CSI
  • Effective use of the various aspects of Service Measurement
  • Knowledge Management and improvement initiatives
  • CSI and good governance where goals are aligned and good management is achieved.
  • How frameworks, models, standards and quality systems fully support the concepts embodied in CSI

Lesson 3PROCESSES

  • The 7-step improvement process.
  • How CSI integrates with the other stages in the Service Lifecycle
  • Service Reporting and articulate reporting policies and rules
  • Service Measurement
  • The importance of properly defining metrics and measurements
  • The concept of Return on Investment for CSI and how to create a return on investment, establish a business case and measure the benefits achieved
  • The various Business questions for CSI
  • The relationship between CSI and Service Level Management

Lesson 4METHODS AND TECHNIQUES

  • What to assess and when
  • Using gap analysis to identify areas with room for improvement
  • Benchmarking
  • Measuring and Reporting frameworks such as the BSC and SWOT analysis
  • The Deming Cycle
  • The relationships and interfaces with other service management processes
  • Effective use of availability management techniques by CSI
  • Effective use of capacity management techniques by CSI
  • ITSCM requirements and using Risk Management to identify areas for improvement
  • Support from Problem management

Lesson 5ORGANIZATION

  • The nature of the activities and the skills required for the 7-step improvement process
  • The responsibilities, skills and competencies for Service Manager, CSI Manager, and Service Owner
  • How authority matrices (RACI) can very used when defining communication procedures in the CSI process

Lesson 6TECHNOLOGY CONSIDERATIONS

  • How the following tools can be used to assist some or all of the activities of the Continual Service Improvement process
  • IT service management suites
  • System and network management
  • Event management
  • Automated Incident/Problem resolution
  • Performance Management
  • Statistical Analysis tools
  • Project and Portfolio Management
  • Financial management
  • Business Intelligence reporting

Lesson 7IMPLEMENTATION AND IMPROVEMENT

  • Where to start
  • The role of Governance to CSI
  • The effect of Organizational Change for CSI
  • A Communications strategy and Plan

Lesson 8CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS

  • The effects on an organization of the challenges facing Continual Service Improvement
  • The appropriate critical success factors for Continual Service Improvement
  • The potential impact if the risks associated with implementing CSI
  • The potential value to business, benefits and costs

Lesson 9EXAM PREPARATION

  • 2 Sample Exams
  • Feedback
  • Recap
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