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 (CSI) 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 operation. 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 CSI 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 Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day.
Workshop Course
Through activities, you gain knowledge of the continual service improvement processes. Workshops include:
- Gaining insight into the extent to which CSI is embedded in IT service management
- Applying the seven-step improvement process
- Creating a balanced scorecard
- Building a template for a reporting policy
Important Course Information
- Precourse 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), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day
Exam Entry Criteria
Candidates must hold the ITIL v3 Foundation Certificate, the v3 Foundation Bridge Certificate or the ITIL Expert Certificate achieved via a bridging route.
It is also recommended that candidates complete at least 21 hours of personal study by reviewing the syllabus and the
ITIL Continual Service Improvement publication in preparation for the examination, specifically
Chapter 2: Service management as a practice. A basic IT literacy and around two years of IT experience are highly desirable.
Course Content
Introduction and Overview
Goals and scope of CSI
- The purpose and objectives of CSI
- Embedding CSI into organisational processes
- Explaining how CSI creates business value
CSI approach
- Asking the right business questions to ensure that a CSI initiative is warranted
- Illustrating the interfaces to other ITIL lifecycle stages
Principles of Continual Service Improvement
Establishing accountability
- Defining unambiguous ownership and roles
- Supporting the application of CSI with the CSI register
- CSI and service level management
Providing adequate governance
- Knowledge management as a main element in any improvement initiative
- Implementing and applying CSI with the Deming Cycle
- Service measurement
- Ensuring effective governance with CSI
- Supporting CSI with frameworks, models, standards and quality systems
The Seven-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 can be measured
Gathering the data
- 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
- Integrating CSI with the other lifecycle stages
Methods and Techniques
Activities for delivering CSI
- Performing a gap analysis
- Implementing benchmarking
- Designing and analysing service measurement frameworks
- Creating a return on investment
- Articulating service reporting
Key metrics
- Technology metrics
- Process metrics (CSFs and KPIs)
- Service metrics
- Initiating a SWOT analysis
- Measuring benefits to the business
Supporting CSI activities
- Availability management
- Capacity management
- IT service continuity management
- Problem management
- Knowledge management
Organisation and Technology Considerations
- Defining roles and responsibilities: service owner, process owner, process manager, process practitioner
- Choosing organisational structures that support CSI
- Specifying tool requirements for implementation success
- Automated incident and problem resolution
- Statistical analysis tools and business intelligence and reporting
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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