ITIL® v3: Continual Service Improvement
3 days non residential
ITILv3 Lifecycle Module
Continual Service Improvement focuses on how to improve existing services in support of the organisation.
Course Objectives
Candidates completing the course can expect to gain an understanding of the Continual Service Improvement (CSI) Lifecycle.
This includes:
- competency in the CSI Lifecycle's principles, processes, activities & functions
- an appreciation of the technology considerations for the Lifecycle
- an awareness of the implementation considerations for the Lifecycle
- insight into the operational challenges, risks and critical success factors of the CSI Lifecycle
Who will the course benefit?
- Individuals who require a detailed understanding of the Continual Service Improvement phase of the ITIL V3 Service Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation
- IT professionals working within or about to enter a Continual Service Improvement environment, who require an understanding of the concepts, processes, functions and activities involved
- individuals seeking the ITIL Expert certification in IT Service Management
This includes but is not limited 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.
Pre-Requisites
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or v2 Foundation plus Bridge Certificate). Please note that documentary evidence of this qualification and photographic ID will be required prior to sitting the examination.
Course Content
Introduction to Continual Service Improvement (CSI)
how it fits into the ITIL Lifecycle
its scope, main purpose & objectives
the ITIL processes, functions and roles it features
the value it brings to the business
Continual Service Improvement Principles
how the success of CSI depends upon an understanding of change upon an organisation
how CSI drives the adoption of, and is influenced by, Service Level Management
how the Deming Cycle is critical to both the implementation and application of CSI
how CSI can make effective use of the various aspects of Service Measurement
how Knowledge Management is a mainstay of any improvement initiative
how CSI can make effective use of internal and external Benchmarks
how CSI can be used to ensure good governance
how frameworks, models, standards and quality systems fully support the CSI concepts
Continual Service Improvement Process
the 7 step improvement process
how CSI integrates with the other stages in the Service Lifecycle
Service Reporting and articulate reporting policies & rules
Service Measurement
the importance of properly defining metrics & measurements
the concept of Return on Investment for CSI
the various business questions for CSI
the relationship between CSI & Service Level Management
Common Continual Service Improvement Methods & Techniques
what & when to assess
gap analysis (identifying areas in need of improvement)
benchmarking
the Measuring & Reporting frameworks (Balance Scorecard & SWOT analysis)
the Deming Cycle and its uses for service improvement
the relationships and interfaces between CSI and the other service management processes
how Availability Management techniques can be used by CSI
how Capacity Management techniques can be used by CSI
how CSI needs to take IT Service Continuity Management requirements into consideration
how CSI uses Risk Management to identify areas for improvement
how Problem Management supports the activities of CSI
Organising Continual Service Improvement Functions
the nature of the activities and the skills required for the 7-step improvement process
the responsibilities, skills and competencies for the Service Manager, the CSI Manager and the Service Owner
how authority matrices (RACI) can be used when defining communication procedures
Technology Functions
IT Service Management suites
System & Network Management
Event Management
Automated Incident & Problem resolution
Performance Management
Statistical Analysis tools
Project & Portfolio Management
Financial Management
Business Intelligence reporting
Implementation Considerations
where to start
the role of Governance to CSI
the effect of Organizational Change for CSI
a Communications Strategy & Plan
Challenges, Critical Success Factors & Risks
Examinations
The training includes detailed preparation for the examination which will be held at the end of Day Three.
A 90 minute, multiple choice paper featuring eight scenario-based, gradient scored questions.
(Each question will have 4 possible answer options, one of which is worth 5 marks (the 'correct' answer), one which is worth 3 marks, one which is worth 1 mark and one which is a distracter and achieves no marks).
In order to qualify for a pass, candidates must achieve a minimum score of 28/40 (70%).
Notes
It is suggested that candidates re-familiarise themselves with the relevant content of their V3 Foundation/Foundation Bridge training prior to attendance. In addition candidates are encouraged to read the following texts:
- ‘The Official Introduction to the ITIL Service Lifecycle’
(ISBN 978-0-11-331061-6)
- ‘Key Element Guide Suite’
(ISBN: 978-0-11-331088-9)
- ‘Continual Service Improvement’ Lifecycle
(ISBN 978-0-11-331049-4)
Follow-on Courses
This course is part of the lifecycle modular set; as such credits awarded for the course lead candidates towards the ITIL Expert qualification.
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