Course Description
Der CSI richtet sich an Personen und IT-Mitarbeiter, die überwiegend mit Technologien umgehen und die sich in ihrer persönlichen Servicedienstleistung verbessern möchten.
COURSE OBJECTIVES:Dieses Training bereitet die Teilnehmer auf die anerkannte ITIL® CSI Zertifizierung vor und ist Bestandteil der ITIL® Expert Zertifizierung.
Agenda
Introduction to continual service improvement
- The purpose, objectives and scope of CSI
Continual service improvement principles
- How the success of CSI depends on understanding change in the organization and having clear accountability
- How service level management and knowledge management influence and support CSI
- How the complete Deming Cycle works, and how it can be applied to a real world example
- How CSI can make effective use of the various aspects of service measurement
- What situations require the use of frameworks and models, and examples of how each type can be used to achieve improvement
Continual service improvement process
- What the seven-step improvement process is, how each step can be applied and the benefits produced
- How CSI integrates with the other stages in the ITIL service lifecycle
- How other processes play key roles in the seven-step improvement process
Continual service improvement methods and techniques
- When to use assessments, what to assess and how a gap analysis can provide insight into the areas that have room for improvement
- How to use benchmarking, service measurement, metrics, service reporting, including balanced scorecard and SWOT, to support CSI
- How to create a return on investment, establish a business case and measure the benefits achieved
- How techniques within availability management, capacity management, IT service continuity management and problem management can be used by CSI
When to use assessments, what to assess and how a gap analysis can provide insight into the areas that have room for improvement
- The role of the CSI manager, and the roles of service owner, process owner, process manager and process practitioner in the context of CSI and how they can be positioned within an organization
- How to design, implement and populate a RACI (responsible, accountable, consulted, informed) diagram as well as how to use it to support CSI
Technology considerations
- The technology and tools required and how these would be implemented and managed to support CSI activities such as performance, project and portfolio management, as well as service measurement and business intelligence reporting
Implementing continual service improvement
- CSI implementation: strategy, planning, governance, communication, project management, operation, as well as how to deal with cultural and organizational change
Challenges, critical success factors and risks
- The challenges and risks such as staffing, funding, management, etc., which can be related to CSI and the details behind how each challenge can be addressed
- The critical success factors related to CSI as well as how to measure and monitor them
Audience
Dieser dreitägige Kurs vermittelt den Teilnehmern ein serviceorientiertes Verhalten gegenüber Kunden und Anwendern.
Comments
Virtual ITIL® Lifecycle Stream - 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.