Code: 
994
Duration: 
3-5 Day(s)
Price: 
£1089-995

Overview

This comprehensive ITIL lifecycle certification course is based on ITIL's Continual Service Improvement publication and focuses on the continual service improvement process and its key principles, methods and techniques. Delegates can expect to gain competence in the following:
  • Familiarising yourself with terms used within the CSI phase
  • Gaining insight into the extent to which CSI is embedded in IT service management
  • Applying the seven-step improvement process
  • Creating a balanced scorecard
  • Building a template for a reporting policy
  • Daily review sessions and exam practice

Audience

Those who want to achieve the ITIL Intermediate Qualification: Continual Service Improvement Certificate. The ITIL Foundation Certificate is required to attend this course and take the ITIL Certification Exam on the final day.

Skills Gained

  • Prepare for and take the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam
  • Analyze and apply the seven-step improvement process
  • Deliver continual service improvement (CSI) using proven methods and techniques
  • Organize for CSI by defining roles and responsibilities and utilizing tools and technology
  • Implement CSI while analyzing challenges, critical success factors and risks

Prerequisites

Candidates must hold the

ITIL Foundation Certificate in IT Service Management, attained through either the ITIL IT Service Management Essentials (v2) plus the ITIL v2-v3 Foundations Bridging Course or the ITIL Vv3 or 2011 edition Foundations course. Your certificate must be presented as documentary evidence.

Course Specifics

Course Outline

Introduction and Overview

Goals and scope of CSI
  • The purpose and objectives of CSI
  • Embedding CSI into organizational processes
  • Explaining how CSI creates business value
CSI approach
  • Asking the right business questions to ensure that a CSI initiative is warranted
  • Illustrating the interfaces to other ITIL lifecycle stages

Principles of Continual Service Improvement

Establishing accountability
  • Defining unambiguous ownership and roles
  • Supporting the application of CSI with the CSI register
  • CSI and service level management
Providing adequate governance
  • Knowledge management as a main element in any improvement initiative
  • Implementing and applying CSI with the Deming Cycle
  • Service measurement
  • Ensuring effective governance with CSI
  • Supporting CSI with frameworks, models, standards and quality systems

The Seven-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 can be measured
Gathering the data
  • 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
  • Integrating CSI with the other lifecycle stages

Methods and Techniques

Activities for delivering CSI
  • Performing a gap analysis
  • Implementing benchmarking
  • Designing and analyzing service measurement frameworks
  • Creating a return on investment
  • Articulating service reporting
Key metrics
  • Technology metrics
  • Process metrics (CSFs and KPIs)
  • Service metrics
  • Initiating a SWOT analysis
  • Measuring benefits to the business
Supporting CSI activities
  • Availability management
  • Capacity management
  • IT service continuity management
  • Problem management
  • Knowledge management

Organization and Technology Considerations

  • Defining roles and responsibilities: service owner, process owner, process manager, process practitioner
  • Choosing organizational structures that support CSI
  • Specifying tool requirements for implementation success
  • Automated incident and problem resolution
  • Statistical analysis tools and business intelligence and reporting

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

Thinking about Onsite?

If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.

Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.

Upcoming Dates

Course Location Days Cost Date
Onsite
3 1695 £1695 2018-07-16
Heywood
3 1089 £1089 2018-04-23
Bristol
3 1420 £1420 2018-04-11
Newcastle
3 1420 £1420 2018-03-20
London
3 1420 £1420 2018-03-15
Manchester
3 1420 £1420 2018-03-14
London
3 1420 £1420 2018-02-20
Leeds
3 1420 £1420 2018-02-07
Edinburgh
3 1420 £1420 2018-02-02
London
3 1695 £1695 2018-01-31
London
3 1420 £1420 2018-01-18
Manchester
3 995 £995 2018-01-15
Heywood
3 1089 £1089 2018-01-15
Manchester
3 1420 £1420 2018-01-10
London
3 1420 £1420 2018-01-02
London
3 995 £995 2017-12-18
London
3 1420 £1420 2017-12-12
Birmingham
3 1420 £1420 2017-12-11
Newcastle
3 1420 £1420 2017-12-06
London
3 1527 £1527 2017-12-06
Worcester
4 1161 £1161 2017-12-04
Leeds
3 1420 £1420 2017-11-28
Manchester
3 1420 £1420 2017-11-21
London
3 1420 £1420 2017-11-17
Bristol
3 1420 £1420 2017-11-16
Birmingham
3 990 £990 2017-11-06
Wokingham
3 990 £990 2017-11-06
London
3 995 £995 2017-11-06
Bristol
5 2500 £2500 2017-11-01
Exeter
5 2500 £2500 2017-11-01
London
3 1420 £1420 2017-11-01
London
4 950 £950 2017-10-30
Reading
5 2500 £2500 2017-10-30
Birmingham
5 2500 £2500 2017-10-23
London
3 1420 £1420 2017-10-23
London
3 1420 £1420 2017-10-18
Manchester
3 1420 £1420 2017-10-16
London
5 2500 £2500 2017-10-11
Milton Keynes
3 1420 £1420 2017-10-11
Manchester
5 2500 £2500 2017-10-09
Glasgow
3 1420 £1420 2017-10-04
London
3 1527 £1527 2017-10-04
Leeds
5 2500 £2500 2017-10-02
London
3 990 £990 2017-10-02
Leeds
3 990 £990 2017-10-02
Heywood
3 1089 £1089 2017-09-18
Manchester
3 995 £995 2017-09-18
Leeds
3 1420 £1420 2017-09-14
Worcester
4 1161 £1161 2017-09-11
Manchester
3 1527 £1527 2017-09-06
London
3 1420 £1420 2017-09-05
Cardiff
5 2500 £2500 2017-09-01
London
3 995 £995 2017-08-30
Manchester
3 1420 £1420 2017-08-15
London
4 950 £950 2017-08-14
London
3 1527 £1527 2017-08-07
Nottingham
3 1527 £1527 2017-08-07
Wokingham
3 990 £990 2017-07-31
Reading
3 1420 £1420 2017-07-26
Birmingham
3 990 £990 2017-07-24
London
3 990 £990 2017-07-24
Leeds
3 990 £990 2017-07-24
London
3 1420 £1420 2017-07-19