ITIL® Continual Service Improvement

Overview
Schedule Classes
What you'll learn
Curriculum
Prerequisites
Course Feature
FAQs

Overview

The Continual Service Improvement process is all about using methods of quality management to learn from past incidents and failures to constantly improve the effectiveness and efficiency of processes and operations. It covers aspects like service review, process evaluation, CSI initiatives and monitoring of the CSI initiatives.

ITIL Continual Service Improvement course will allow participants to learn the principles, concepts, processes, and best practices described in the ITIL continual service improvement core volume. Through a series of lectures and hands-on practical exercises participants will be prepared for both the adoption of service management best practices in the organization and for the certification exam that occurs at the end of the class. This course focuses on topics such as continual service improvement principles, the business value of continual service improvement, using the continual service improvement approach, and the Deming Cycle.

The ITIL Foundation certification is a pre-requisite to take the exam at the end of the class. Proof of certification must be provided in order to receive continual service improvement exam results.

Please note, this course and all of our accredited ITIL courses are only offered together with the respective exam.

Schedule Classes

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What You'll learn

Review of basic service management concepts
Purpose, objectives, scope and business value of continual service improvement
Continual service improvement interfaces throughout the service lifecycle
Principles of continual service improvement
Seven-step improvement process
The Deming cycle
Challenges, risks and critical success factors of continual service improvement

Curriculum

Module 1: Course Introduction

Course Introduction

Module 2: Basic Concepts of Service Management

History of ITIL
What is a service?
Utility, warranty and value
Assets, resources and capabilities
What is service management?
Stakeholders
Processes and function
Generic service management roles
The Service Lifecycle map

Module 3: Introduction to Continual Service Improvement

Purpose of continual service improvement
Objectives of continual service improvement
Scope of continual service improvement
Business value of continual service improvement
Inputs and outputs
Continual service improvement to service strategy
Continual service improvement to service design
Continual service improvement to service transition
Continual service improvement to service operation

Module 4: Principles of Continual Service Improvement

Understanding organizational change
Clear ownership and accountability
The Continual Service Improvement register
Continual service improvement and service level management
Continual service improvement and knowledge management
Continual service improvement and the Deming cycle
Continual service improvement and service measurement
Continual service improvement and governance
Continual service improvement and complementary guidance

Module 5: The seven-step improvement process

Purpose
Objectives
Scope
Business value
Policies, principles and basic concepts
Activities, methods and techniques
Roles of other processes in the seven-step improvement process
Critical success factors and key performance indicators
Challenges and risks

Module 6: Continual service improvement methods and techniques

Assessments
Gap analysis
Benchmarking
Service measurement frameworks
Metrics and measurements
Balanced scorecard
SWOT analysis
Return on Investment
Business case
Reporting policies and rules

Module 7: Organizing for Continual Service Improvement

Responsibilities, skills and competencies for roles supporting continual service improvement
CSI manager
Activities and skills required by the seven-step improvement process
Continual service improvement and RACI

Module 8: Automation, tools and technology considerations for continual service improvement

IT service management suites
Other tools supporting continual service improvement

Module 9: Implementation considerations for continual service improvement

Critical implementation considerations
Three implementation approaches
Continual service improvement and governance
Continual service improvement and organizational change
Continual service improvement and communications strategy

Module 10: Challenges, risks and critical success factors of continual service improvement

Challenges
Risks
Critical success factors

Module 11: Exam Review

Exam Review

Module 12: Practice Exam

Practice Exam

Supporting Material

Each student receives a copy of the following Kindle books:

Continual Service Improvement: Practical Applications of Improvement concepts, processes and best practices
Core elements of Continual Service Improvement
Continual Service Improvement Practice Exam Questions – Set I
Continual Service Improvement Practice Exam Questions – Set II

Prerequisites

In order to pursue the ITIL – Continual Service Improvement examination, participants need to have an ITIL Foundation certification (v3 or newer). Ideally, two or more years of related work experience is recommended. It is also recommended that the participant read the ITIL Service Continual Service Improvement 2011 Edition for pursuing this course.