Duration
4 days
Overview
Mastering ITIL Intermediate courses requires IT professionals to obtain a great depth of knowledge in the ITIL body of knowledge and to learn to apply this knowledge in real life. ITpreneurs blended Continual Service Improvement (CSI) training course uses an optimal mix of training methods to achieve this result in a way that is most convenient, effective and economical to participants. Participants obtain the ‘knowing’ component of the course by completing 8-hours of self-paced eLearning in their own time and at their own pace. After completion of the eLearning component of the course, the program taps into the natural strengths of the classroom. In 2 days, participants are provided with a safe environment where they can learn to apply their knowledge through a combination of case studies, assignments, and role plays. The blended course is based on the idea “Think beyond the traditional classroom “box” and present participants with an optimal mix of learning methods”.
This blended training course immerses participants in the overall concepts, processes, policies and methods associated with the 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.
Audience
IT Managers
IT Consultants
Architects
IT Supervisors / Team Leads
ITSM Trainers
This course is especially of interest for ITIL Foundation certified professionals extending their qualifications to advanced ITIL qualifications and for IT professionals working within or about to enter a CSI environment and requiring an understanding of the concepts, processes, functions and activities involved.
Learning Objectives
After completing this course and examination, the participant will gain competencies in:
- Understanding Service Management as a Practice and CSI principles, purpose and objective
- Understanding how all CSI processes interact with other Service Lifecycle processes
- The sub-processes, activities, methods and functions used in each of the CSI processes
- The roles and responsibilities within CSI and the activities and functions to achieve operational excellence
- How to measure CSI performance
- Understanding technology and implementation requirements in support of CSI
- The challenges, critical success factors and risks related with CSI
Prerequisites
Participants need to hold the ITIL® Foundation certificate. In addition, around 2 years of IT experience is desirable.
Course Agenda
Day4
6-hours of self paced instructor supported eLearning
Course Introduction
Module 4: CSI Methods and Techniques (Contd.)
2-hours of self paced instructor supported eLearning
Module 7: Implementing CSI
LUNCH
Module 4: CSI Methods and Techniques
Homework (review of day's material)
Course Outline
Course Introduction
- Introductions
- Course Introduction
- Course Learning Objectives
- Unique Nature of the Course
- Course Qualification Scheme
Module 1: Continual Service Improvement
- Purpose and Objectives
- Scope
- Value to the Business
- Approach to CSI
- Business Questions for CSI
- Context of CSI in the ITIL Service Lifecycle
- Inputs and Outputs of CSI
Module 2: Continual Service Improvement Principles
- Relationship Between CSI and Organizational Change
- Ownership
- The CSI Register
- Influence of SLM on CSI
- Role of Knowledgement Management in Improvement Initiatives
- Importance of the Deming Cycle
- Effectively Using Various Aspects of Service Measurement
- Using CSI for Good Governance
- Frameworks, Models, Standards and Quality Systems
Module 3: The Continual Service Improvement Process
- Purpose and Objectives
- Scope
- Value to the Business
- Policies, Principles, and Basic Concepts
- Process Activities, Methods, and Techniques
- Triggers, Inputs, Outputs, and Interfaces
- Role of Key Processes in the Seven-step Improvement
- Critical Success Factors and Key Performance Indicators
- Challenges and Risks
Module 4: CSI Methods and Techniques
- What to Assess and When to Use Assessments
- Using Gap Analyses to Identify Areas of Improvement
- Benchmarking
- Service Measurement
- Metrics
- Return on Investment (ROI)
- Service Reporting
- Using Availability Management Techniques
- Using Capacity Management Techniques and Iterative Activities
- Considering ITSCM Requirements and Risk Management’
- Support from Problem Management
- Support from Knowledge Management
Module 5: Organizing for CSI
- Generic Service Owner
- Generic Process Owner
- Process Manager
- Process Practitioner
- CSI Manager
- Seven-Step Improvement Process
- Comparing the CSI Manager Role with Other Roles
- Using RACI to Define Roles and Responsibilities
Introduction
- ITSM Suites
- Additional Tools Used in CSI
Module 7: Implementing CSI
- Considerations and Where to Start
- Role of Governance in CSI
- Effect of Organizational Change on CSI
- Communication Strategy and Plan
Module 8: Challenges, Critical Success Factors, and Risks
- Challenges
- Critical Success Factors
- Risks
Exam Preparation Guide
Programme scope, delivery arrangements and suitability are confirmed during enquiry.