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ITIL Training

Continual Service Improvement Course

from 2,250.00

ITIL® is a registered trade mark of AXELOS Limited, reproduced under licence from AXELOS Limited.  All rights reserved

COURSE DURATION

·      3 Days in class or E-learning

COURSE DESCRIPTION

This course provides and overview of the continual service improvement stage in the service lifecycle and all of its related activities. This course helps to impart, test, and validate the knowledge on industry best practices in service management as documented in the ITIL Continual Service Improvement publication.

This course will help attendees gain competency and skills in the following areas:

·      Intro to continual service improvement

·      Continual service improvement principles

·      Continual service improvement process

·      Continual service improvement methods and techniques

·      Organizing for continual service improvement

·      Technology considerations

·      Implementation continual service improvement

·      Challenges, critical success factors and risks


WHAT YOU GET

           Expert Instructor lead training

           iPad Air

           Electronic copy of the course material 

           Study guide to assist with exam preparation

           2 official sample exams to prepare for the test

           Pass or its on us commitment

COURSE OUTLINE

1.     Introduction to service operation

1.1.  Purpose, goals, and objectives of continual service improvement

1.2.  Scope of continual service improvement

1.3.  Value to the business

1.4.  Context of continual service improvement in the service lifecycle

2.     Continual service improvement principles

2.1.  How the success of CSI depends on understanding change in the organization and having clear accountability

2.2.  How service level management and knowledge management influence and support CSI

3.     Continual service improvement processes

3.1.  Seven-step improvement process

3.1.1.     Purpose, goals, and objectives

3.1.2.     Scope

3.1.3.     Value to the business

3.1.4.     Policies and principles

3.1.5.     Challenges and Risk

3.1.6.     Roles and responsibilities

3.2.  How CSI integrates with other stages in the service lifecycle

3.3.  How other processes play a role in the seven-step improvement process

4.     Continual service improvement methods and techniques

4.1.  When to use assessments, what to assess and how a gap analysis can provide insight into the areas that have room for improvement

4.2.  How to use benchmarking, service measurement, metrics, service reporting, including balanced scorecard and SWOT to support CSI

4.3.  How to create a return on investment, establish a business case and measure the benefits achieved

4.4.  How techniques within availability management, capacity management, IT service continuity management and problem management can be used by CSI

5.     Organizing for continual service improvement

5.1.  The role of the CSI manager, and the roles of service owner, process owner, process manager and process practitioner in the context of CSI and how they can be positioned within an organization

5.2.  How to design, implement, and populate a RACI model as well as how to use it to support CSI

6.     Technology Considerations

6.1.  The technology and tools required and how these would be implemented and managed to support CSI activities such as performance, project and portfolio management, as well as service measurement and business intelligence reporting

7.     Implementation and improvement of service operation

7.1.  CSI implementation: strategy, planning, governance, communication, project management, operation, as well as how to deal with cultural and organization change

8.     Challenges, critical success factors, and risks

8.1.  The challenge and risks such as staffing, funding, management etc. related to CSI

8.2.  The critical success factors related to CSI as well as how to measure and monitor them

WHO SHOULD ATTEND?

·      Chief Information Officers (CIOs)

·      Chief Technology Officers (CTOs)

·      Managers within IT

·      Supervisory staff

·      Team leaders

·      Service design engineers

·      IT architects

·      IT planners

·      IT audit managers

·      Quality control managers

·      Process owners

·      Process manager

·      Practice lead

·      Principals

·      Auditors

·      Project managers

·      Project team members

·      IT security managers

·      ITSM trainers involved with the ongoing management, co-ordination and integration of strategic activities

·      Individuals who require a deeper understanding of the strategy stage of the service lifecycle

·      Internal or external consultants

·      Individuals seeking to gain the ITIL Expert certification

PREREQUSITES

·      Hold the ITIL V3 or 2011 foundation certificate

·      A basic understand of IT and approximately 2 years of relevant IT experience

Recommended

·      At least 21 hours of personal study prior the start of the class

·      Review of the continual service improvement publication

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