ITIL® Service Lifecycle: Continual Service Improvement

IT Certification Courses

Why ITIL Continual Service Improvement Training

Great Opportunity: Enjoy gainful career opportunities when you train and validate your level of expertise with the ITIL Continual Service Improvement exam.
Remain Relevant: Achieving an ITIL certification confirms to employers that you have relevant skills needed in today’s business environment.
Global Standard: ITIL is the global standard for aligning IT services with business needs. Earn this certification and meet the industry demand.

ITIL® Service Lifecycle: Continual Service Improvement Training

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.

Skills Gained

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

Who Can Benefit

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

Prerequisites

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

Course Details

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 ContinuityManagement, 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 theSkills 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