ITIL Service Lifecycle: Continual Service Improvement

This 3-day course engages learners in the overall concepts, processes, policies and methods associated with the Continual Service Improvement (CSI) phase of the Service Lifecycle. This will enable the learner to understand how to provide value to the customer in the form service delivery. 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.

Retail Price: $2,195.00

Next Date: Request Date

Course Days: 3


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Course Objectives

At the end of this course, the learnerwill gain competencies in:

  • Understanding Service Management as a practice and CSI principles,purpose, objective, scope and the value it brings to the business.
  • Understanding how all CSI processes interact with other Service Lifecycle processes
  • Thesub-processes, activities, methods and functions used in each of the CSI processes
  • The roles and responsibilities within CSI and the activities and functions to achieveoperational excellence
  • Successful measurement methods and techniques
  • Understanding technology and implementation requirements in support of CSI
  • The challenges, critical success factors and risks related with CSI

Prerequisites

Candidates for this course must hold an ITIL Foundation Certificate


Lesson 1: Introduction to continual service improvement

  • The core concepts and terminology of continual service improvement (CSI) and how continual service improvement looks for ways to improve process effectiveness and efficiency as well as cost effectiveness in all stages of the ITIL service lifecycle

Lesson 2: Continual service improvement principles

  • How the success of CSI depends upon an understanding of organizational changes and establishing clear accountability, and the influence of service level management

Lesson 3: Continual service improvement process

  • The seven-step improvement process, including activities, interfaces, inputs and outputs 
  • How CSI integrates with the other stages of the ITIL service lifecycle, and how other processes support the different seven-step improvement process activities

Lesson 4: Continual service improvement methods and techniques

  • Methods and techniques which are primarily used to deliver continual service improvement 
  • How to perform and interpret assessments, gap analysis, benchmarking, service measurement, metrics, balanced scorecards, SWOT analysis, service reports and return on investment 
  • How continual service improvement uses availability, capacity, IT service continuity and problem management to support its activities

Lesson 5: Organizing for continual service improvement

  • Continual service improvement in relation to the organization, roles relevant to continual service improvement and their responsibilities, skills and competencies 
  • The nature of the activities and the skills required for the seven-step improvement process as well as the how authority matrices (RACI) are used by continual service improvement

Lesson 6: Technology considerations

  • The technology and tools used to support continual service improvement, holistic service management tools and tools for system, network, event, performance, project, portfolio and financial management

Lesson 7: Implementing continual service improvement

  • The complete methodology of when and where to start implementing continual service improvement, the role of governance, the effect of organizational change and communication strategies and planning

Lesson 8: Challenges, critical success factors and risk

  • The challenges and risks facing continual service improvement and appropriate critical success factors (CSFs)


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