DUNS #: 07-985-4198 | Cage Code: 7F5V0 | NAICS Codes: 611310, 611420

ITIL Lifecycle Continual Service Improvement (CSI)

3 Days

Price: $2295

Course Schedule

Overview

This 3‐day course immerses students in the improvement efforts and outcomes with Service Strategy, Design, Transition and Operations. Successful implementation of CSI best practices enables IT departments to create and maintain value for customers through better design, introduction and operation of services. Students will learn how to plan, implement and optimize the Continual Service Improvement processes and gain the skills required to take the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam.


Objectives

At the end of this 3 day course, the student will gain competencies and prepare to:

•  Justify the role of continual service improvement

•  Apply the 7‐step improvement process to enhance service quality and operational performance

•  Conduct a SWOT analysis

•  Create a communication plan to engage the organization around CSI for IT service management

•  Plan key activities for Continual Service Improvement processes in the context of the Service Lifecycle

•  Optimize the quality of IT service provision within an organization

•  Measure Continual Service Improvement processes using critical success factors and key performance indicators

•  Prepare for and take the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam


Audience

Individuals who have an ITIL Foundation Certificate and want to pursue the intermediate and advanced level ITIL certifications. IT Managers, IT Professionals, Service Desk Managers, and IT business process owners.


Prerequisites

Students should hold an ITIL Foundation Certificate. Before taking the course, its recommended (though not required) that candidates have approximately two years exposure to basic concepts in IT and related work experience.


Outline

Introduction and Overview: Goals and scope of CSI

•  Embedding CSI into organizational processes

•  Explaining how CSI creates business value

•  Illustrating the interfaces to other ITIL lifecycle stages

Purpose of Service Measurement

•  Validating previous decisions

•  Directing activities in order to meet set targets

•  Justifying that a course of action is required

•  Intervening at the appropriate point to take corrective action

Principles of Continual Service Improvement: Defining ownership and roles

•  Manager, service owner, service level manager

•  Service level management and measurement

Predicting and reporting service performance vs. targets

•  Using customer satisfaction surveys

•  Conducting maturity assessments

•  Verifying employee and process compliance

•  Employing frameworks and standards

The 7‐Step Improvement Process: Determining what to measure

•  Defining what you should measure: measurements that fully support the goals of the organization

•  Defining what you can measure

•  Conducting gap analysis to identify what is or can be measured today and what is ideally required

Gathering the data with monitoring tools and manual processes

•  Processing the data to provide end‐to‐end perspective on service and/or process performance

•  Analyzing the data: targets met, developing trends, corrective actions required, cost to fix

•  Presenting and using the information

•  Implementing corrective actions

Supporting Processes

•  Implementing service reporting and policies

•  Service measurement: using and interpreting metrics

•  Creating a return on investment

•  Establishing a business case

•  Measuring benefits to the business

Methods and Techniques: Activities for delivering Continual Service Improvement

•  Benchmarking

•  Establishing a Balanced Scorecard to drive CSI

•  Initiating a SWOT analysis

•  Employing the Deming Cycle

Key metrics

•  Technology metrics

•  Process metrics (CSFs and KPIs)

•  Service metrics

Organization and Technology Issues

•  Defining roles and responsibilities

•  Choosing organizational structures that support CSI

•  Specifying tool requirements for implementation success

Implementing Continual Service Improvement: Key considerations

•  Analyzing where to start

•  Relating the role of governance

•  Determining the effect of organizational change

•  Constructing a communications strategy and plan

Implementation challenges and risks

•  Establishing critical success factors and KPIs

•  Developing risk‐benefit analyses for adoption of Continual Service Improvement