This 3-day course immerses participants 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 participants to successfully complete the associated exam.

The CSI practices can help businesses and organizations continue to meet and adapt to the changing needs of end users as well as improving efficiencies and returns on investment.

Certification: ITIL® Continual Service Improvement Lifecycle

Duration: 3 Days

Domain: Service Management

Delivery Method: Classroom

Accreditor: PEOPLECERT

Available Languages: English, Japanese

Purchase Options: Pay Per Use Courseware

• 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.

At the end of this course, you will be able to:

• Understand the importance of Service Management as a practice.
• Understand the principles, purpose, and objective of CSI.
• Learn how the CSI process interacts with other Service Lifecycle processes.
• Recognize the methods and techniques used in CSI.
• Learn about the roles and responsibilities within CSI and the activities and functions necessary to achieve CSI excellence.
• Understand the technology and implementation considerations surrounding CSI.
• Outline the challenges, Critical Success Factors (CSFs), and Risks associated with CSI.

Course Introduction

• Course Introduction
• Course Learning Objectives
• Unique Nature of the Course
• Course Qualification Scheme
• Course Agenda and Exam Details

Course Agenda

• ITIL Intermediate Classroom Course
• ITIL Intermediate Expert Program Course
• ITIL Intermediate Classroom Blended Course
• ITIL Intermediate Virtual Classroom Blended Course

Module 1: Continual Service Improvement

• 1.1 Purpose and Objectives
• 1.2 Scope
• 1.3 Value to the Business
• 1.4 Approach to CSI
• 1.5 Business Questions for CSI
• 1.6 Context of CSI in the ITIL Service Lifecycle
• 1.7 Inputs and Outputs of CSI
• 1.8 Sample Test Question

Module 2: Continual Service Improvement Principles

• 2.1 Relationship Between CSI and Organizational Change
• 2.2 Ownership
• 2.3 The CSI Register
• 2.4 Influence of SLM on CSI
• 2.5 Role of Knowledge Management in Improvement Initiatives
• 2.6 Importance of the Deming Cycle
• 2.7 Effectively Using Various Aspects of Service Measurement
• 2.8 Using CSI for Good Governance
• 2.9 Frameworks, Models, Standards and Quality Systems
• 2.10 Group/Individual Exercise
• 2.11 Sample Test Question

Module 3: The Continual Service Improvement Process

• 3.1 Purpose and Objectives
• 3.2 Scope
• 3.3 Value to the Business
• 3.4 Policies, Principles, and Basic Concepts
• 3.5 Process Activities, Methods, and Techniques
• 3.6 Triggers, Inputs, Outputs, and Interfaces
• 3.7 How Other Processes Play a Key Role in the Seven Step Improvement Process
• 3.8 Critical Success Factors and Key Performance Indicators
• 3.9 Challenges and Risks
• 3.10 Group/Individual Exercise
• 3.11 Sample Test Question

Module 4: CSI Methods and Techniques

• 4.1 What to Assess and When to Use Assessments
• 4.2 Using Gap Analyses to Identify Areas of Improvement
• 4.3 Benchmarking
• 4.4 Service Measurement
• 4.5 Metrics
• 4.6 Return on Investment (ROI)
• 4.7 Service Reporting
• 4.8 Using Availability Management Techniques
• 4.9 Using Capacity Management Techniques and Iterative Activities
• 4.10 Considering ITSCM Requirements and Risk Management
• 4.11 Support from Problem Management
• 4.12 Support from Knowledge Management
• 4.13 Group/Individual Exercise
• 4.14 Sample Test Question

Module 5: Organization for CSI

• 5.1 Generic Service Owner
• 5.2 Generic Process Owner
• 5.3 Process Manager
• 5.4 Process Practitioner
• 5.5 CSI Manager
• 5.6 Seven Step Improvement Roles
• 5.7 Comparing the CSI Manager Role with Other Roles
• 5.8 Using RACI to Define Roles and Responsibilities
• 5.9 Sample Test Question

Module 6: Technology Considerations

• 6.1 Introduction
• 6.2 ITSM Suites
• 6.3 Additional Tools Used in CSI
• 6.4 Sample Test Question

Module 7: Implementing CSI

• 7.1 Considerations and Where to Start
• 7.2 Role of Governance in CSI
• 7.3 Effect of Organizational Change on CSI
• 7.4 Communication Strategy and Plan
• 7.5 Group/Individual Exercise
• 7.6 Sample Test Question

Module 8: Challenges, Critical Success Factors, and Risks

• 8.1 Challenges  
• 8.2 Critical Success Factors
• 8.3 Risks
• 8.4 Sample Test Question

Module 9: Exam Preparation Guide

• 9.1 Mock Exam 1
• 9.2 Mock Exam 2