ITIL® Service Lifecycle: Continual Service Improvement

In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the continual service improvement (CSI) phase of the service lifecycle. You will learn about managing and controlling the activities and techniques within the CSI stage, not the details of each of the supporting processes. This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam. The exam is offered on the last day of the course at 3:30 pm.

Please note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided no later than the first day of class.

Certification:

ITIL Intermediate Qualification: Continual Service Improvement certificate

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Service management as a practice and CSI principles, purpose, and objective
How all CSI processes interact with other service lifecycle processes
Sub-processes, activities, methods, and functions used in each of the CSI processes
Roles and responsibilities within CSI and the activities and functions to achieve operational excellence
How to measure CSI performance
Technology and implementation requirements in support of CSI
Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks related with CSI

Viewing outline for:

Classroom Live Outline

1. Continual Service Improvement

Purpose, Objectives, and Scope
Business Value
CSI Approach
Context of CSI within the Service Lifecycle
Inputs and Outputs

2. CSI Principles

CSI Success Depends on Understanding Change within an Organization
CSI Success Depends on Clear Ownership and Accountability
How the CSI Register Supports CSI
CSI is Driven and Influenced by Service Level Management
Importance of Knowledge Management and the Deming Cycle to CSI
CSI Used to Ensure Effective Governance
Frameworks, Models, Standards, and Quality Systems Supporting CSI

3. Seven-Step Improvement Process

Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, Outputs, and Process Interfaces
Other Processes Support the Seven-Step Improvement Process

4. CSI Methods and Techniques

Assessments
Gap Analysis
Benchmarking
Service and Process Measurement
Metrics and Measurement Frameworks
Calculating Return on Investment
Service Reporting Policies and Principles
How Availability Management, Capacity Management, IT Service Continuity Management, Problem Management, and Knowledge Management Support CSI

5. Organization for CSI

Service Owners
Process Owner and Process Managers
Process Practitioners
CSI Manager
The Nature of the Seven-Step Improvement Process Activities and the Skills Required
CSI Manager vs. Other Supporting Roles
How Responsibility, Accountability, Consultancy, or Informational (RACI) Models Can Be Used to Clarify Roles and Responsibilities for CSI

6. Technology Considerations for CSI

IT Service Management Suites
Systems and Network Management Tools
Event management
Automated Incident/Problem Resolution
Performance Management
Statistical Analysis Tools
Project and Portfolio Management Tools
Financial Management Tools
Business Intelligence and Reporting Tools

7. Implementing CSI

Critical Considerations and Where to Start
Role of Governance to CSI
Effect of Organizational Change for CSI
Communication Strategies and Plans

8. Challenges, CSFs, and Risks

Challenges Facing CSI
CSFs for CSI
Risks Associated with Implementing CSI

9. Exam Preparation/Mock Exam

10. Exam

1. Continual Service Improvement

Purpose, Objectives, and Scope
Business Value
CSI Approach
Context of CSI within the Service Lifecycle
Inputs and Outputs

2. CSI Principles

CSI Success Depends on Understanding Change within an Organization
CSI Success Depends on Clear Ownership and Accountability
How the CSI Register Supports CSI
CSI is Driven and Influenced by Service Level Management
Importance of Knowledge Management and the Deming Cycle to CSI
CSI Used to Ensure Effective Governance
Frameworks, Models, Standards, and Quality Systems Supporting CSI

3. Seven-Step Improvement Process

Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, Outputs, and Process Interfaces
Other Processes Support the Seven-Step Improvement Process

4. CSI Methods and Techniques

Assessments
Gap Analysis
Benchmarking
Service and Process Measurement
Metrics and Measurement Frameworks
Calculating Return on Investment
Service Reporting Policies and Principles
How Availability Management, Capacity Management, IT Service Continuity Management, Problem Management, and Knowledge Management Support CSI

5. Organization for CSI

Service Owners
Process Owner and Process Managers
Process Practitioners
CSI Manager
The Nature of the Seven-Step Improvement Process Activities and the Skills Required
CSI Manager vs. Other Supporting Roles
How Responsibility, Accountability, Consultancy, or Informational (RACI) Models Can Be Used to Clarify Roles and Responsibilities for CSI

6. Technology Considerations for CSI

IT Service Management Suites
Systems and Network Management Tools
Event management
Automated Incident/Problem Resolution
Performance Management
Statistical Analysis Tools
Project and Portfolio Management Tools
Financial Management Tools
Business Intelligence and Reporting Tools

7. Implementing CSI

Critical Considerations and Where to Start
Role of Governance to CSI
Effect of Organizational Change for CSI
Communication Strategies and Plans

8. Challenges, CSFs, and Risks

Challenges Facing CSI
CSFs for CSI
Risks Associated with Implementing CSI

9. Exam Preparation/Mock Exam

ITIL Foundation Certification (v3 or newer) required
Two years of relevant work experience
To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publicationContinual Service Improvement (2011 Edition, ISBN 9780113313082) and complete at least 21 hours of personal study

ITIL® Foundation

ITIL® Expert

IT operations, technical, or IT management personnel requiring more information about ITIL best practices
Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

This course qualifies you for the following PMI® Professional Development Units (PDUs):

Strategic and Business Management = 10
Technical Project Management = 11

Total = 21

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ITIL® Service Lifecycle: Continual Service Improvement

Course Overview

Certification:

Schedule

What You'll Learn

Outline

Classroom Live Outline

1. Continual Service Improvement

2. CSI Principles

3. Seven-Step Improvement Process

4. CSI Methods and Techniques

5. Organization for CSI

6. Technology Considerations for CSI

7. Implementing CSI

8. Challenges, CSFs, and Risks

9. Exam Preparation/Mock Exam

10. Exam

1. Continual Service Improvement

2. CSI Principles

3. Seven-Step Improvement Process

4. CSI Methods and Techniques

5. Organization for CSI

6. Technology Considerations for CSI

7. Implementing CSI

8. Challenges, CSFs, and Risks

9. Exam Preparation/Mock Exam

Prerequisites

Who Should Attend

PDUs

Follow-On Courses

Exam Guarantee

Course Delivery