ITIL® Online Continual Service Improvement Training Course

• You must complete ITIL Foundation before attending this course.
• The course is designed for individuals who have completed ITIL® Foundation. It will be particularly useful to those requiring a management-level understanding of the main activities and techniques within ITIL® Continual Service Improvement, including CIOs, CTOs, IT managers, IT architects and IT consultants.

ITIL® Continual Service Improvement

The ITIL® Continual Service Improvement exam validates knowledge of the Continual Service Improvement stage of the lifecycle, including core activities and techniques.

Details

• Multiple choice
• 8 questions
• 90 minutes' duration
• Pass mark is 70%, 28/40
• Closed book exam

• Understand Continual Service Improvement principles, processes, methods and techniques
• Learn how to implement Continual Service Improvement
• Interpret and analyse challenges, critical success factors and risks
• To continuously improve the quality of services within the organisation.
• To review, analyse and make a recommendation on enhancing opportunities in each phase of Service Lifecycle.
• Identify and implement activities needed for enhancing the effectiveness of the IT service management process
• Make sure that applicable quality management methods are used for supporting Continual Service Improvement activities

Introduction and Overview

• Define Continual Service Improvement
• Scope and goals of CSI
• Objective and purpose of CSI
• How to embed CSI into organisational processes
• How to create business value
• CSI approach

Principles of Continual Service Improvement

• Establish accountability
• Introduction to unambiguous ownership and its roles
• Support CSI application and register
• Service Level Management and CSI
• Provide adequate governance
• Knowledge management
• Apply or implement CSI with the Demand cycle
• Service Measurement
• Ensure effective governance with CSI
• Support CSI with frameworks, models, standards and quality systems

 The seven –step improvement process

• Determine what to measure
• Define what to measure
• Conduct gap analysis
• Gather Data
• Data processing
• Analysing data
• How to present and use the information?
• Implement corrective actions
• Integrate CSI with the other stages of the lifecycle

 Methods and Techniques

• Activities for delivering CSI
• Perform gap analysis
• Implement benchmarking
• Design and Analyse service measurement frameworks
• Create ROI (Return on Investment)
• Articulating service reporting
• Key metrics
• Technology metrics
• Process metrics
• CSFs and KPIs
• Service metrics
• Initiating a SWOT analysis
• Measure benefits to the business
• Support CSI activities
• Availability Management
• Capability Management
• IT Service Continuity Management
• Problem Management
• Knowledge Management

 Organisation and Technology Considerations

• Define roles and responsibilities
• Organisational structure supporting CSI
• Specify tool requirements for implementation success
• Automated incident and problem resolution
• Statistical analysis tools
• Business intelligence and reporting

 Implementing Continual Service Improvement

• Key considerations
• Analyse the starting point
• Relating role of governance
• Determine the effect of organisational change
• Construct a communication strategy and plan
• Implementation Challenges and risks
• Establish critical success factors
• KPIs
• Develop risk-benefit analysis