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ITIL® v3 Intermediate Qualification: Continual Service Improvement

Course: 994   Type: Workshop   Duration: 3 Days
Quick Enrol  

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.

Course Workshops
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

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

Related Courses
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ITIL ® v3 Intermediate Qualification: Continual Service Improvement
Course Schedule
4 - 6 Feb, 2009
London
29 Apr - 1 May, 2009
London
8 - 10 Jul, 2009
London
30 Sep - 2 Oct, 2009
London

 

£ 1,395 - Standard Tuition
Savings Plans
£ 735 - 10-Day Training Pass
£ 995 - Flex-Training Passport
£ 900 - Short Course Vouchers
£ 1,255 - Alumni Gold Tuition

 
Important Course Information
  • Approx. 5-8 hours of pre-course preparation
  • 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
 
Special Course Promotions
Note for Passport, FlexPass and 10-Day Pass Holders
An additional fee of £150 is applied for the examination when you use your Passport, FlexPass or 10-Day Pass for this course.
 
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Customer Service or Enrol: 0800 282 353 or +44 1372 364610