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 controlling the activities and techniques within the CSI stage, not the details of each of the supporting processes. This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam. The exam is offered on the last day of the course at 3:30 pm.

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

Certification:

ITIL Intermediate Qualification: Continual Service Improvement certificate

Thousands of students have achieved ITIL certifications with the help of our training. We're so confident in our ITIL training, we guarantee your success on the Intermediate ITIL exams or your money back. Visit www.globalknowledge.com/itilguarantee for details.

What You'll Learn

• Service management as a practice and CSI principles, purpose, and objective
• How all CSI processes interact with other service lifecycle processes
• Sub-processes, activities, methods, and functions used in each of the CSI processes
• Roles and responsibilities within CSI and the activities and functions to achieve 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

Who Needs to Attend

• 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 (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

Follow-On Courses

• ITILŪ Service Lifecycle: Service Strategy
• ITILŪ Service Lifecycle: Service Design
• ITILŪ Service Lifecycle: Service Transition
• ITILŪ Service Lifecycle: Service Operation
• ITILŪ Service Capability: Planning, Protection, and Optimization
• ITILŪ Service Capability: Service Offerings and Agreements
• ITILŪ Service Capability: Release, Control, and Validation
• ITILŪ Service Capability: Operational Support and Analysis
• ITILŪ: Managing Across the Lifecycle

Certification Programs and Certificate Tracks

This course is part of the following programs or tracks:

• ITILŪ Certifications

Why Global Knowledge?

• Practice to Perform
  Our courses maximize learning through intensive, hands-on exercises. Our experiential design puts theory into practice and dramatically improves your learning experience, professional development, and retention. It is the difference between memorizing facts and building competency. We use more challenging scenarios and offer greater detail and practice of each concept than traditional courses, so you will return to work more knowledgeable and with greater expertise.
• Free Templates with Every Course
  Creating templates to support your methodology is expensive and time consuming. We make it easy for you to adopt best practices quickly and easily by including our CD of 110 templates with this course. You can easily customize the templates for use throughout your organization.
• Flexible Courses That Fit Your Needs
  Building our courses with individual lesson objects allows us to easily customize a solution that meets the needs of your organization. From editing standard course curriculum to creating a custom course that complements the best practices of your organization, we have the experience and expertise to deliver exactly what you need.
• Customization for Organizations
  Using our SOLVE methodology (Surround, Originate, Launch, Validate, Evolve), we can assess your organization's unique learning needs and goals, design and implement a tailored solution, and provide continuous program improvements. We also offer curriculum-planning services to help maximize the return on your organization's training investment.

Course Outline

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 Continuity Management, 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 the Skills 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