ITIL® v3 Continual Service Improvement

This courseware is available in a Virtual Classroom configuration.

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…

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Certificate
Duration 3 Days
Delivery Blended, Classroom, Virtual Classroom
Accreditor EXIN, PEOPLECERT
Languages English, Japanese

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What is included in ITIL® v3 Continual Service Improvement

Course Description

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.

Course Information

Certification:

Duration: 3 Days

Domain: Service Management

Delivery Method: Blended, Classroom, Virtual Classroom

Accreditor: EXIN, PEOPLECERT

Available Languages: English, Japanese

Purchase Options:

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.

Learning Objectives

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 Outline

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

Delivery is subject to EdCast Marketplace terms and conditions.

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We really enjoy the way the courseware is structured, covering not only the theoretical aspects but also clear real-life examples.

Gabriel Espinosa

Service Desk Manager At City National Bank