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ITIL® Service Lifecycle – Continual Service Improvement

////ITIL® Service Lifecycle – Continual Service Improvement

ITIL® Service Lifecycle – Continual Service Improvement

Course ID: ITILCSI 4 Days
   

ITIL® Service Lifecycle – Continual Service Improvement

Overview

The Continual Service Improvement (CSI) module is one of the certifications within the ITIL® Service Lifecycle work stream. This module focuses on the principles and techniques from the Continual Service Improvement stage of the ITIL Lifecycle, but does not go into detail about specific processes.

The CSI certification focuses on how organizations and individuals can strategically review the products and services they have produced following the strategy, design, transition and operation stages of the IT Service Lifecycle and offers guidance on how this process should be organized and executed. It also includes guidance on the tools and technology that can be used to support CSI activities as well as how to evaluate risks and critical success factors.

Description

AUDIENCE

Individuals who require a detailed understanding of the ITIL CSI phase of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization

  • IT professionals working within, or about to enter, a CSI environment and requiring a detailed understanding of the processes, functions and activities involved
  • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
  • Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.

CERTIFICATION

ITIL Intermediate

EXAM

ITIL Service Lifecycle – Continual Service Improvement exam

INVESTMENT

Instructor-led / Virtual Instructor-led

Singapore: SGD2,645
Malaysia: MYR7,000
Thailand: THB61,000
India: USD2,000

PREREQUISITES

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service
Management which must be presented as documentary evidence to gain admission

  • Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be required:
  • Earlier ITIL (V2) Foundation plus Foundation Bridge ITIL Expert in IT Service
  • Management (achieved via Service Manager or Practitioner bridging routes).

OBJECTIVES

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

  • 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, including a mock examination opportunity.

COURSE CONTENT

Module 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

Module 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

Module 3: Continual service improvement process

  • 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

Module 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 the benefits achieved
  • How techniques within availability management, capacity management, IT service continuity management and problem management can be used by CSI

Module 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

Module 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

Module 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

Module 8: Challenges, critical success factors 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

What’s Next

The CSI module is worth three credits towards the minimum of 17 required to progress to the Managing Across the Lifecycle module, which is the final step before the ITIL Expert Level.

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