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ITIL Intermediate Continual Service Improvement 2011 Edition

Course Overview

CSI (Continual Service Improvement) course is part of the ITIL® v3 Intermediate Lifecycle certification stream. The course prepares students to take the ITIL® v3 Continual Service Improvement Intermediate exam.

Who Should Attend

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.

Course Objectives

This qualification presents a complete overview of CSI including all its related activities: to continually align and realign IT services to changing business needs by identifying and implementing improvements to IT services that support business processes. This qualification reviews improvement activities as they support the Lifecycle approach through Service Strategy, Service Design, Service Transition and Service Operation. Candidates can expect to gain competencies in the following: • Introduction to CSI • CSI principles • CSI process • CSI methods and techniques • Organizing for CSI • Technology considerations • Implementing CSI • Challenges, critical success factors and risks In addition, the training for this certification should include examination preparation, and a mock examination opportunity.

Other Prerequisites

An ITIL v3 Foundation certificate and preferably two years work experience in an IT Service Management environment.

Course Outline

1 - 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

2 - 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

3 - 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

4 - 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

5 - 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

6 - 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

7 - IMPLEMENTATION AND IMPROVEMENT

  • Where to start
  • The role of Governance to CSI
  • The effect of Organizational Change for CSI
  • A Communications strategy and Plan

8 - 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

9 - EXAM PREPARATION

  • 2 Sample Exams
  • Feedback
  • Recap

Enroll Today

This is a 4-day class

Price: $2,595.00
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