ITIL® v3 Intermediate Qualification: Continual Service Improvement

You Will Learn How To

Prepare for and take the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam
Plan key activities for Continual Service Improvement processes in the context of the Service Lifecycle
Optimise the quality of IT service provision within an organisation
Measure Continual Service Improvement processes using critical success factors and key performance indicators

Course Benefits

ITIL Continual Service Improvement links improvement efforts and outcomes with Service Strategy, Design, Transition and Operations. Successful implementation of CSI best practices enables IT departments to create and maintain value for customers through better design, introduction and operation of services. In this course, you learn how to plan, implement and optimise the Continual Service Improvement processes and gain the skills required to take the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam.

Who Should Attend

This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Continual Service Improvement Certificate. The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day.

Workshop Course

Through activities, you gain knowledge of the Continual Service Improvement processes. Workshops include:

Justifying the role of continual service improvement
Applying the 7-step improvement process to enhance service quality and operational performance
Conducting a SWOT analysis
Creating a communication plan to engage the organisation around CSI for IT service management

Important Course Information

Pre-course reading required
Approximately 1 hour of home study each evening
Course fee includes the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam
The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day

Exam Entry Criteria

Candidates must hold the ITIL v3 Foundation Certificate or the v3 Foundation Bridge Certificate.

It is also strongly recommended that candidates complete the pre-course work, which includes reading the Key Element Guide Continual Service Improvement, reviewing the certification syllabus and reading the ITIL Continual Service Improvement book in advance of attending the course.

Course Content

Introduction and Overview

Goals and scope of CSI

Embedding CSI into organisational processes
Explaining how CSI creates business value
Illustrating the interfaces to other ITIL lifecycle stages

Purpose of Service Measurement

Validating previous decisions
Directing activities in order to meet set targets
Justifying that a course of action is required
Intervening at the appropriate point to take corrective action

Principles of Continual Service Improvement

Defining ownership and roles

Manager, service owner, service level manager
Service level management and measurement

Predicting and reporting service performance vs. targets

Using customer satisfaction surveys
Conducting maturity assessments
Verifying employee and process compliance
Employing frameworks and standards

The 7-Step Improvement Process

Determining what to measure

Defining what you should measure: measurements that fully support the goals of the organisation
Defining what you can measure
Conducting gap analysis to identify what is or can be measured today and what is ideally required

Gathering the data with monitoring tools and manual processes

Processing the data to provide end-to-end perspective on service and/or process performance
Analysing the data: targets met, developing trends, corrective actions required, cost to fix
Presenting and using the information
Implementing corrective actions

Supporting Processes

Implementing service reporting and policies
Service measurement: using and interpreting metrics
Creating a return on investment
Establishing a business case
Measuring benefits to the business

Methods and Techniques

Activities for delivering Continual Service Improvement

Benchmarking
Establishing a Balanced Scorecard to drive CSI
Initiating a SWOT analysis
Employing the Deming Cycle

Key metrics

Technology metrics
Process metrics (CSFs and KPIs)
Service metrics

Organisation and Technology Issues

Defining roles and responsibilities
Choosing organisational structures that support CSI
Specifying tool requirements for implementation success

Implementing Continual Service Improvement

Key considerations

Analysing where to start
Relating the role of governance
Determining the effect of organisational change
Constructing a communications strategy and plan

Implementation challenges and risks

Establishing critical success factors and KPIs
Developing risk-benefit analyses for adoption of Continual Service Improvement

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