ITIL® Intermediate Continual Service Improvement (CSI) Training

Overview
Course Content
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ITIL^® Intermediate Continual Service Improvement (CSI) training explains how the employees and the organizations can review their products and services after following the different stages of Service Lifecycle including strategy, design, transition, and operation. The aspirants will be guided on the tools and techniques used for the execution of CSI activities. The training will also impart knowledge and the skills to evaluate the risk and success factors along with the challenges to be encountered. CSI effective training can help the trainees to improve their efficiency by adapting to the changing needs of the business and maximizing the return on investments made by the organizations.

By the end of the training, you will be proficient in the following:

Understand the purpose, objective, scope of CSI
Determine how adapting to CSI can add value to the business
Identify how CSI is supported and influenced by the knowledge management and service level management
Implement the seven-step improvement process and finding it how it supports different steps and produce benefits
Define benchmarking, metrics, reporting, SWOT analysis, gap analysis and utilizing the inputs for improving the present activities
Design, implement, and populate a RACI (responsible, accountable, consulted, informed) diagram

Target audience

The professionals involved in the enhancement of the quality of IT service can take the best out of this training.

Prerequisites

While there is no formal prerequisite for this training, however candidates with a strong interest in Continual Service Improvement phase of Service Lifecycle module are the ideal participants for this training.
For writing the ITIL^® Continual Service Improvement Certification exam the candidate must have 2 to 4 years of professional working experience and hold ITIL^® v3 Foundation level certificate.

Exams

ITIL^® Continual Service Improvement Certification

Note:
1. ITIL^® is a registered trade mark of AXELOS Limited.
2. Swirl logo™ is a registered trademark of AXELOS Limited

1. Introduction to Continual Service Improvement
2. Continual service improvement principles
3. Continual service improvement process Processes
4. Continual service improvement methods and techniques
5. Organizing for Continual Service Improvement
6. Technology Considerations
7. Implementing Continual Service Improvement
8. Challenges, critical success factors and risks

1. Introduction to Continual Service Improvement

The purpose, objectives and scope of CSI
The value to the business of adopting and implementing CSI
The context of CSI in the ITIL^® service lifecycle
The approach to CSI, including key interfaces and inputs and outputs

2. Continual service improvement principles

How the success of CSI depends on understanding change in the organization and having clear accountability
How service level management and knowledge management influence and support CSI
How the complete Deming Cycle works, and how it can be applied to a real world example
How CSI can make effective use of the various aspects of service measurement
What situations require the use of frameworks and models, and examples of how each type can be used to achieve improvement

3. Continual service improvement process Processes

What the seven-step improvement process is, how each step can be applied and the benefits produced
How CSI integrates with the other stages in the ITIL^® service lifecycle
How other processes play key roles in the seven-step improvement process

4. Continual service improvement methods and techniques

When to use assessments, what to assess and how a gap analysis can provide insight into the areas that have room for improvement
How to use benchmarking, service measurement, metrics, service reporting, including balanced scorecard and SWOT, to support CSI
How to create a return on investment, establish a business case and measure thebenefits achieved
How techniques within availability management, capacity management, IT service continuity management and problem management can be used by CSI

5. Organizing for Continual Service Improvement

The role of the CSI manager, and the roles of service owner, process owner, process manager and process practitioner in the context of CSI and how they can be positioned within an organization
How to design, implement and populate a RACI (responsible, accountable, consulted, informed) diagram as well as how to use it to support CSI

6. Technology Considerations

The technology and tools required and how these would be implemented and managed to support CSI activities such as performance, project and portfolio management, as well as service measurement and business intelligence reporting

7. Implementing Continual Service Improvement

CSI implementation: strategy, planning, governance, communication, project management, operation, as well as how to deal with cultural and organizational change

8. Challenges, critical successfactors and risks

The challenges and risks such as staffing, funding, management, etc., which can be related to CSI and the details behind how each challenge can be addressed
The critical success factors related to CSI as well as how to measure and monitor them