ITIL Intermediate Continual Service Improvement 2011 Edition

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.

Lesson 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

Lesson 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

Lesson 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

Lesson 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

Lesson 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

Lesson 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

Lesson 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

Lesson 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

Lesson 9: EXAM PREPARATION

• 2 Sample Exams
• Feedback
• Recap

• Westerville, OH - December 11, 2012