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ITIL Training Overview
The ITIL® Continual Service Improvement (CSI) 3-day course immerses learners in the overall concepts, processes, policies and methods associated with the Continual Service Improvement (CSI) phase of the Service Lifecycle. 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.
ITIL Training Audience
The ITIL® Continual Service Improvement (CSI) Lifecycle course will be of interest to:
Individuals who have their ITIL® Foundation Certificate who want to purse the intermediate and advanced level ITIL® certifications.
Individuals who require a deeper understanding of the CSI stage of the Service Lifecycle and how activities in this Lifecycle stage may be implemented to enhance the quality of IT service management within an organization.
IT professionals working in or new to a CSI environment who require and understanding of the concepts, processes, functions and activities involved.
Individuals seeking the ITIL® Expert certification in IT Service Management for which this qualification is one of the prerequisite modules.
Individuals seeking progress towards the ITIL® Master in IT Service Management for which the ITIL® Expert is a prerequisite.
A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.
ITIL Training Prerequisites
Candidates for this course must:
Hold an ITIL® Foundation Certificate (holders of Foundation certificate from an earlier version of ITIL® , e.g.: ITIL v2, must pass the current ITIL® Foundation exam before attending this course)
There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable
Course duration
3 Days
ITIL Training Course outline
1. Introduction to Continual Service Improvement
- Purpose, Objectives, and Scope
- Business Value
- CSI Approach
- Context of CSI within the Service Lifecycle
- Inputs and Outputs
2. CSI Principles
- CSI Success Depends on Understanding Change within an Organization
- CSI Success Depends on Clear Ownership and Accountability
- How the CSI Register Supports CSI
- CSI is Driven and Influenced by Service Level Management
- Importance of Knowledge Management and the Deming Cycle to CSI
- CSI Used to Ensure Effective Governance
- Frameworks, Models, Standards, and Quality Systems Supporting CSI
3. Seven-Step Improvement Process
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Process Activities, Methods, and Techniques
- Triggers, Inputs, Outputs, and Process Interfaces
- Other Processes Support the Seven-Step Improvement Process
4. CSI Methods and Techniques
- Assessments
- Gap Analysis
- Benchmarking
- Service and Process Measurement
- Metrics and Measurement Frameworks
- Calculating Return on Investment
- Service Reporting Policies and Principles
- How Availability Management, Capacity Management, IT Service Continuity Management, Problem Management, and Knowledge Management Support CSI
5. Organization for CSI
- Service Owners
- Process Owner and Process Managers
- Process Practitioners
- CSI Manager
- The Nature of the Seven-Step Improvement Process Activities and the Skills Required
- CSI Manager vs. Other Supporting Roles
- How Responsibility, Accountability, Consultancy, or Informational (RACI) Models Can Be Used to Clarify Roles and Responsibilities for CSI
6. Technology Considerations for CSI
- IT Service Management Suites
- Systems and Network Management Tools
- Event management
- Automated Incident/Problem Resolution
- Performance Management
- Statistical Analysis Tools
- Project and Portfolio Management Tools
- Financial Management Tools
- Business Intelligence and Reporting Tools
7. Implementing CSI
- Critical Considerations and Where to Start
- Role of Governance to CSI
- Effect of Organizational Change for CSI
- Communication Strategies and Plans
8. Challenges, CSFs, and Risks
- Challenges Facing CSI
- CSFs for CSI
- Risks Associated with Implementing CSI
9. Exam Preparation
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