Instructorctclc admin
TypeOnline Course
3 Days
Methods of Delivery
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The Continual Service Improvement course teaches the concepts and methods organizations use to review products they have produced during the other stages of the IT Service Lifecycle. The course also teaches the tools and technology that can be used to execute and evaluate the CSI activities.

Other Courses in the ITIL Lifecycle Series
• ITIL – Service Design
• ITIL – Service Strategy
• ITIL – Service Operation
• ITIL – Service Transition

Course Objectives

Course Content

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Provides an essential level of knowledge in the following areas:

  • Service Management as a practice
  • The ITIL Service Lifestyle
  • Generic Concepts and Definitions
  • Key Principles and Models
  • Selected Processes, Functions, Roles
  • Technology and Architecture
  • Competence and Training

Chapter 1: Introduction to Continua Service Improvement

• The purpose, objectives and scope of CSI
• The value to the business of adopting and implementing CSI
• The context of CSI in the ITIL service lifecycle
• The approach to CSI, including key interfaces and inputs and outputs

Chapter 2: Continual Service Improvement Principles

• How the success of CSI depends on understanding change in the organization and having clear accountability
• How service level management and knowledge management influence and support CSI
• How the complete Deming Cycle works, and how it can be applied to a real world example
• How CSI can make effective use of the various aspects of service measurement
• What situations require the use of frameworks and models, and examples of how each type can be used to achieve improvement?

Chapter 3: Continual Service Improvement Processes

• What the seven-step improvement process is, how each step can be applied and the benefits produced
• How CSI integrates with the other stages in the ITIL service lifecycle
• How other processes play key roles in the seven-step improvement process

Chapter 4: Continual Service Improvement Methods and Techniques

• When to use assessments, what to assess & how a gap analysis can provide insight into the areas that have room for improvement
• How to use benchmarking, service measurement, metrics, service reporting, including balanced scorecard and SWOT, to support CSI
• How to create a return on investment, establish a business case and measure the benefits achieved
• How techniques within availability management, capacity management, IT service continuity management and problem management can be used by CSI

Chapter 5: Organizing for Continual Service Improvement

• The role of the CSI manager, and the roles of service owner, process owner, process manager and process practitioner in the context of CSI
• How these roles can be positioned within an organization
• How to design, implement and populate a RACI (responsible, accountable, consulted, informed) diagram as well as how to use it to support CSI

Chapter 6: Technology Considerations

• The technology and tools required
• How these tools would be implemented & managed to support CSI activities such as:
o Performance, Project & portfolio management, Service measurement & Business intelligence reporting

Chapter 7: Implementing Continual Service Improvement

• CSI implementation: strategy, planning, governance, communication, project management, operation, and how to deal with cultural and organizational change

Chapter 8: Challenges, Critical Success Factors and Risks

• The challenges and risks related to CSI and how these challenges can be addressed
• The critical success factors related to CSI as well as how to measure and monitor them

ITIL Continual Service Improvement