Course Description
The ITIL® CSI (Continual Service Improvement) course is part of the ITIL® Intermediate Lifecycle stream. The course prepares candidates to take the ITIL® CSI exam as well as providing valuable knowledge that can be implemented.
Agenda
COURSE INTRODUCTION
- Purpose and objectives of Continual Service Improvement
- Scope of Continual Service Improvement
- Approach to Continual Service Improvement
- Interfaces with other ITIL Lifecycle stages
PRINCIPLES
- 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
PROCESSES
- 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
METHODS 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
ORGANIZATION
- 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
TECHNOLOGY 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
IMPLEMENTATION AND IMPROVEMENT
- Where to start
- The role of Governance to CSI
- The effect of Organizational Change for CSI
- A Communications strategy and Plan
CHALLENGES, 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
EXAM PREPARATION
- 2 Sample Exams
- Feedback
- Recap
Audience
This course is recommended for 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® Service Transition phase of the ITIL® core Lifecycle and the affected processes, functions and activities and their application.
Comments
Virtual ITIL® Intermediate Continual Service Improvement 2011 Edition Online Live training option
Imagine an industry-leading classroom training experience from wherever you have access to the Internet.
The Virtual Online Live events listed here gives you an effective and proven online virtual learning experience with the freedom to attend virtually from anywhere.
There is also an option of experiencing Online Live from one of the many national partner centers where a computer and headset will be provided for you.
This rich and engaging virtual classroom environment lets you conveniently interact with instructors and other students.
You will hear and see your instructor as they teach the course and answer your questions via voice or text.
Choose the online live virtual training option and you can access the recorded version even after the class has finished.
The onDemand labs give you access to the same client and server technologies covered in class so you can test, apply and hone your skills by accessing the labs before and even after the class.
Technical Requirements: a computer or laptop with a modern browser and high speed internet access along with one or two monitors.