You learn to plan, implement and optimize CSI processes. This course will illustrates the ITIL lifecycle stages, reinforcing key concepts. The ITIL Foundation Certificate is required to take the CSI exam.

You Will Learn How To:

• Prepare for and pass the ITIL Continual Service Improvement (CSI) Exam
• Apply the seven-step improvement process
• Deliver CSI using proven techniques
• Organize for CSI by defining responsibilities with tools and technology
• Implement CSI while analyzing challenges, critical success factors and risks

This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Continual Service Improvement Certificate. The ITIL Foundation Certificate is required to attend this course and to take the ITIL Intermediate Continual Service Improvement exam on the final day.

ITIL Continual Service Improvement: Introduction and Overview

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

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

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

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

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

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

A variety of methodologies will be used during the course that includes:

·         (30%) Based on Case Studies

·         (30%) Techniques 

·         (30%) Role Play

·         (10%) Concepts

·         Pre-test and Post-test

·         Variety of Learning Methods

·         Lectures

·         Case Studies and Self Questionaires

·         Group Work

·         Discussion

·         Presentation

This rate includes participant’s manual, Hand-Outs, buffet lunch, coffee/tea on arrival, morning & afternoon of each day.

Daily Course Timings:

    08:00 - 08:20       Morning Coffee / Tea

    08:20 - 10:00       First Session

    10:00 - 10:20       Coffee / Tea / Snacks

    10:20 - 12:20       Second Session

    12:20 - 13:30       Lunch Break & Prayer Break

    13:30 - 15:00       Last Session