ITIL® Continual Service Improvement

ITIL® Continual Service Improvement

ITIL® INTERMEDIATE (LIFECYCLE MODULE) – CONTINUAL SERVICE IMPROVEMENT (CSI)

Continual Service Improvement (CSI) is a free-standing qualification, but is also part of the ITIL® Intermediate Service Lifecycle stream, and one of the courses that leads to the ITIL® Expert in IT Service Management Certificate.

The ITIL® Certificate in Continual Service Improvement (CSI) is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle.

LEARNING OBJECTIVES & CONTENT

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification.

CONTINUAL SERVICE IMPROVEMENT

  • Purpose, Objectives, and Scope
  • Business Value
  • CSI Approach
  • Context of CSI within the Service Lifecycle
  • Inputs and Outputs

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

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

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

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

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

IMPLEMENTING CSI

  • Critical Considerations and Where to Start
  • Role of Governance to CSI
  • Effect of Organizational Change for CSI
  • Communication Strategies and Plans
  • CHALLENGES, CSFS, AND RISKS
  • Challenges Facing CSI
  • CSFs for CSI
  • Risks Associated with Implementing CSI

PREREQUISITE

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management.

AUDIENCE

Individuals who require a deep understanding of ITIL® Certificate in Service Strategy Operational staff involved in Process covered in SS, Technical Management, IT Operations Management and Application Management

DURATION

  • 3 Days

EXAM PATTERN

  • 90 Minutes computer Based Exam with Eight (8) multiple choice, scenario-based, gradient scored questions.
  • Passing Score: 70% (28/40)

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