ITIL Service Lifecycle: Continual Service Improvement

COURSE OUTLINE:

Description

In this course, you will be immersed in the overall concepts, processes,policies, and methods associated with the continual service improvement (CSI)phase of the service lifecycle. You will learn about managing and controllingthe activities and techniques within the CSI stage, not the details of each ofthe supporting processes. This course includes lecture, exercises, andscenario-based exam questions to increase your understanding of the coredisciplines of ITIL best practices and position you to successfully complete theassociated exam. The exam is offered on the last day of the course at 3:30pm.

Please note: The ITIL Foundation certification is required to take theexam at the end of class. Proof of certification must be provided no later thanthe first day of class.

Certification:

ITIL Intermediate Qualification: Continual Service Improvement certificate

Audience

  • IT operations, technical, or IT management personnel requiring more information about ITIL best practices
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

Prerequisites

  • ITIL Foundation Certification (v3 or newer) required
  • Two years of relevant work experience
  • To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publication Continual Service Improvement (2011 Edition, ISBN 9780113313082) and complete at least 21 hours of personal study

Learning Objectives

  • Service management as a practice and CSI principles, purpose, andobjective
  • How all CSI processes interact with other service lifecycle processes
  • Sub-processes, activities, methods, and functions used in each of the CSIprocesses
  • Roles and responsibilities within CSI and the activities and functions toachieve operational excellence
  • How to measure CSI performance
  • Technology and implementation requirements in support of CSI
  • Challenges, key performance indicators (KPIs), critical success factors (CSFs),and risks related with CSI

1. Continual Service Improvement

  • Purpose, Objectives, and Scope
  • Business Value
  • CSI Approach
  • Context of CSI within the Service Lifecycle
  • Inputs and Outputs

2. CSI Principles

  • CSI Success Depends on Understanding Change within an Organization
  • CSI Success Depends on Clear Ownership and Accountability
  • How the CSI Register Supports CSI
  • CSI is Driven and Influenced by Service Level Management
  • Importance of Knowledge Management and the Deming Cycle to CSI
  • CSI Used to Ensure Effective Governance
  • Frameworks, Models, Standards, and Quality Systems Supporting CSI

3. Seven-Step Improvement Process

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Other Processes Support the Seven-Step Improvement Process

4. CSI Methods and Techniques

  • Assessments
  • Gap Analysis
  • Benchmarking
  • Service and Process Measurement
  • Metrics and Measurement Frameworks
  • Calculating Return on Investment
  • Service Reporting Policies and Principles
  • How Availability Management, Capacity Management, IT Service ContinuityManagement, Problem Management, and Knowledge Management Support CSI

5. Organization for CSI

  • Service Owners
  • Process Owner and Process Managers
  • Process Practitioners
  • CSI Manager
  • The Nature of the Seven-Step Improvement Process Activities and theSkills Required
  • CSI Manager vs. Other Supporting Roles
  • How Responsibility, Accountability, Consultancy, or Informational (RACI)Models Can Be Used to Clarify Roles and Responsibilities for CSI

6. Technology Considerations for CSI

  • IT Service Management Suites
  • Systems and Network Management Tools
  • Event management
  • Automated Incident/Problem Resolution
  • Performance Management
  • Statistical Analysis Tools
  • Project and Portfolio Management Tools
  • Financial Management Tools
  • Business Intelligence and Reporting Tools

7. Implementing CSI

  • Critical Considerations and Where to Start
  • Role of Governance to CSI
  • Effect of Organizational Change for CSI
  • Communication Strategies and Plans

8. Challenges, CSFs, and Risks

  • Challenges Facing CSI
  • CSFs for CSI
  • Risks Associated with Implementing CSI

9. Exam Preparation/Mock Exam

10. Exam