Software

ITIL® Continual Service Improvement

Background

The ITIL® Intermediate Certificate in Continual Service Improvement (CSI) forms part of the Lifecycle series of Intermediate certification modules, which can be taken as standalone qualifications or with a view to amassing sufficient credits to gain the ITIL® Service Management Expert qualification. It will give candidates a deep level of understanding of CSI processes and roles.

This course is intended to enable delegates with Foundation-level knowledge of IT Service Management to apply good practice in processes pertaining to the CSI lifecycle phase. The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, delegates will be able to sit the ITIL® Intermediate examination in Continual Service improvement worth 3 credits.



Content


This course will enable participants to:

  • Understand the importance of Service Management as a Practice
  • Understand CSI Principles and Processes
  • Carry out common CSI activities
  • Organize CSI effectively
  • Recognise CSI functions and technology-related activities
  • Understand how to implement CSI
  • Understand and analyse challenges, Critical Success Factors and risks related to CSI



 

Topics covered in the course include


1. Introduction to CSI

  • Purpose, Goals and Objectives
  • Scope and Approach of CSI
  • Interfaces with Other Lifecycle Phases
  • CSI and Business Value


 

2. CSI Principles


3. CSI Processes

  • 7-Step Improvement Process
  • Service Reporting
  • Service Measurement
  • ROI for CSI
  • CSI and Business Questions
  • CSI and Service Level Management


 

4. CSI Methods and Techniques

  • Assessments
  • Benchmarking
  • Measuring and Reporting Frameworks
  • Balanced Scorecard
  • SWOT Analysis
  • Deming Cycle
  • CSI and Other Service Management Processes


 

5. Organising CSI

  • Roles and Responsibilities
  • Organisational Context


 

6. Tools and Technology for CSI


7. Implementing CSI

  • Where to Start?
  • Governance
  • Organisational Change
  • Communications Strategy and Plan


 

8. Challenges, CSFs and Risks