ITIL Training : ITIL Continual Service Improvement (CSI)

ITIL Continual Service Improvement (CSI)

ITIL Training Overview

The ITIL� Continual Service Improvement (CSI) 3-day course immerses learners in the overall concepts, processes, policies and methods associated with the Continual Service Improvement (CSI) phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the CSI stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL� best practice and positions the student to successfully complete the associated exam.

ITIL Training Audience

The ITIL� Continual Service Improvement (CSI) Lifecycle course will be of interest to:

Individuals who have their ITIL� Foundation Certificate who want to purse the intermediate and advanced level ITIL� certifications.

Individuals who require a deeper understanding of the CSI stage of the Service Lifecycle and how activities in this Lifecycle stage may be implemented to enhance the quality of IT service management within an organization.

IT professionals working in or new to a CSI environment who require and understanding of the concepts, processes, functions and activities involved.

Individuals seeking the ITIL� Expert certification in IT Service Management for which this qualification is one of the prerequisite modules.

Individuals seeking progress towards the ITIL� Master in IT Service Management for which the ITIL� Expert is a prerequisite.

A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.

ITIL Training Prerequisites

Candidates for this course must:

Hold an ITIL� Foundation Certificate (holders of Foundation certificate from an earlier version of ITIL� , e.g.: ITIL v2, must pass the current ITIL� Foundation exam before attending this course)

There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable

Course duration

3 Days

ITIL Training Course outline

1. Introduction to 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