ITIL® Intermediate CSI

$799.00

Accredited by APMG and TUV, this course will prep you for your ITIL® Intermediate CSI certification for Continual Service Improvement.

Self Paced Includes: 15 PDU’s

ITIL® Intermediate CSI

$799.00

SKU: 387a8ae183d2 Category:

LEARNING UNITS

  1. Introduction to continual service improvement
    • Purpose, objectives, scope and value to business
    • The context of service transition in ITIL service lifecycle
    • The approach to CSI
    • The business question to be asked to ensure that a CSI initiative is warranted
    • The context of CSI in the ITIL service lifecycle
    • The inputs and outputs to CSI
  2. Continual service improvement principles
    • How the success of CSI depends upon an understanding of change within an organization
    • How the success of CSI depends upon a clear and unambiguous ownership and accountability
    • How the CSI register supports the application of CSI
    • How CSI drives the adoption of, and is influenced by service level management
    • How knowledge management is a main element of any improvement initiative
    • How the Deming Cycle is critical to both the implementation and application of CSI
    • How CSI can make effective use of the various aspects of service measurement
    • How CSI can be used to ensure good governance where goals are aligned and good
    • management is achieved
    • How frameworks, models, standards and quality systems fully support the concepts
    • embodied in CSI
  3. Continual service improvement process
    • The seven step improvement process
      • Purpose, objective, scope, value to business
      • Policies, principles & basic concepts
      • Process activities, methods & techniques
      • Triggers, inputs, outputs & interfaces
      • Critical success factors and Key performance indicators
      • Challenges & risks
    • How other processes play key roles in the seven-step improvement process
  4. Continual service improvement methods and techniques
    • When to use assessments and what to assess
    • How a gap analysis can provide insight into the areas that have room for improvement
    • Benchmarking
    • Service measurement
    • Metrics
    • Return on investment
    • Service reporting
    • How availability management techniques such as component failure impact analysis, fault tree
    • analysis, service failure analysis, technical observation and the expanded incident
    • lifecycle can be used by CSI
    • How capacity management techniques such as business, service and component capacity
    • management, workload and demand management, and the iterative activities of capacity
    • management can be used by CSI
    • How CSI needs to take IT service continuity management requirements into consideration and
    • how CSI can use risk management to identify areas for improvement
    • How problem management supports the activities of CSI
    • How knowledge management supports CSI
  5. Organizing for continual service improvement
    • Service owner
    • Process owner
    • Process manager
    • Process practitioner
    • CSI manager
    • The nature of the activities and the skills required for the seven-step improvement process
    • Comparing the CSI manager role with other relevant roles
    • How the responsibility model (RACI) can be used when defining roles and responsibilities in CSI
  6. Technology Considerations
    • The technology and tools required and how these would be implemented and managed to support CSI activities such as performance
  7. Implementing continual service improvement
    • Critical considerations and where to start
    • The role of governance to CSI
    • The effect of organizational change for CSI
    • A communication strategy and plan
  8. Challenges, critical success factors and risks
    • Challenges facing CSI
    • The appropriate critical success factors for CSI
    • The risk associated with implementing CSI
  9. Summary & directed studies
    • Review of key concepts
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