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At the end of the training, participants are expected to:
- Service management as a practice and CSI principles, purpose, and objective
- How all CSI processes interact with other service lifecycle processes
- Sub-processes, activities, methods, and functions used in each of the CSI processes
- Roles and responsibilities within CSI and the activities and functions to achieve operational excellence
- How to measure CSI performance
- Technology and implementation requirements in support of CSI
- Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks related with CSI
Module 1: Introduction to ITIL Continual Service Improvement
Goals and scope of CSI
- The purpose and objectives of CSI
- Embedding CSI into organizational processes
- Explaining how CSI creates business value
CSI approach
- Asking the right business questions to ensure that a CSI initiative is warranted
- Illustrating the interfaces to other ITIL lifecycle stages
Module 2: Principles of Continual Service Improvement
Establishing accountability
- Defining unambiguous ownership and roles
- Supporting the application of CSI with the CSI register
- CSI and service level management
Providing adequate governance
- Knowledge management as a main element in any improvement initiative
- Implementing and applying CSI with the Deming Cycle
- Service measurement
- Ensuring effective governance with CSI
- Supporting CSI with frameworks, models, standards and quality systems
Module 3: The Seven-Step Improvement Process
Determining what to measure
- Defining what you should measure: measurements that fully support the goals of the organization
- Defining what you can measure
- Conducting gap analysis to identify what can be measured
Gathering the data
- Processing the data to provide end-to-end perspective on service and/or process performance
- Analyzing the data: targets met, developing trends, corrective actions required, cost to fix
- Presenting and using the information
- Implementing corrective actions
- Integrating CSI with the other lifecycle stages
Module 4: Methods and Techniques
Activities for delivering CSI
- Performing a gap analysis
- Implementing benchmarking
- Designing and analyzing service measurement frameworks
- Creating a return on investment
- Articulating service reporting
Key metrics
- Technology metrics
- Process metrics (CSFs and KPIs)
- Service metrics
- Initiating a SWOT analysis
- Measuring benefits to the business
Supporting CSI activities
- Availability management
- Capacity management
- IT service continuity management
- Problem management
- Knowledge management
Module 5: Organization and Technology Considerations
- Defining roles and responsibilities: service owner, process owner, process manager, process practitioner
- Choosing organizational structures that support CSI
- Specifying tool requirements for implementation success
- Automated incident and problem resolution
- Statistical analysis tools and business intelligence and reporting
Module 6: Implementing Continual Service Improvement
Key considerations
- Analyzing where to start
- Relating the role of governance
- Determining the effect of organizational change
- Constructing a communications strategy and plan
Implementation challenges and risks
- Establishing critical success factors and KPIs
- Developing risk-benefit analyses for adoption of continual service improvement
Exam Preparation/Mock Exam
Prerequisites for international certificate
- To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publication Continual Service Improvement (2011 Edition, ISBN 9780113313082) and complete at least 21 hours of personal study
- ITIL Foundation Certification
Who Needs to Attend
- IT operations, technical, or IT management personnel requiring more information about ITIL best practices
- Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
Class training methods
Values
- CUSTOMISED: Our tailor-made solutions are in line with your business goals, drawing on best practices and proven approaches
- RESULT-ORIENTED: Our primary objective is the enhancement of business results through continuous evaluation for maintaining focus and accountability
- COST-EFFECTIVE: Our customized and simple solutions are highly cost-effective
- TARGETED: We use a combination of approaches and techniques to meet the objectives of our individual clients and organizational needs
- PROCESS-ORIENTED: Our training programs are process focused, not process bound. We apply standard tools for process streamlining
- IMPROVEMENT FOCUSED: Our techniques involve robust evaluation, open and honest communication and on-going process upgrading for continuous improvement.
- IMPACTFUL: Our experts leverage powerful solutions that can deliver the right impetus to your business
Contact Info |
Public Training Schedule |
Phone: +84 (0)862 718 187 Email: [email protected] |
Please click below link to view our public training schedule |
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