ITILB. 2011: Continual Service Improvement - AXELOS and EXIN Accredited Training
Details
- Introduction to Continual Service Improvement
- Continual Service Improvement Principles
- Continual Service Improvement Process
- Continual Service Improvement Methods and Techniques
- Organization for Continual Service Improvement
- Technology for Continual Service Improvement
- Implementation Considerations
- Critical success factors and risks
Outline
Module 00: Course Introduction - ITIL® 2011: Continual Service Improvement
Module 01: Exam Tips
- Understanding the exam process
- Exam questions and grading
- Taking the exam
- Using the practice exams
Module 02: Service Management as a Practice Part 1
- Lifecycle Review
- Processes
- Generic Roles
Module 03: Service Management as a Practice Part 2
- Purpose, Objectives and Scope of CSI
- CSI Roles and Responsibilities
- RACI Model Overview
Module 04: Service Management as a Practice Part 3
- CSI Inputs/Outputs
- CSI Challenges
- CSI CSFs & Risks
- Exam Questions Exercise:
- Sample Exam 1 - Questions 2, 4
- Sample Exam 2 - Question 5, 8
Module 05: CSI Principles
- Management Principles for CSI
- 7 Step Improvement Process
- Governance
- Other Frameworks
- Exercise: CSI Day-to-Day Activities
- Exam Question Review:
- Sample Exam 1, Question 4
- Sample Exam 2, Question 8
- Exam Questions Exercise: Sample Exam 1 – Question 7
Module 06: CSI Process Part 1
- Purpose, Objectives & Scope of 7-Step
- Value to the Business
- 7-Step Improvement Process Introduction
Module 07: CSI Process Part 2
- The 7 Steps Analyzed
- Strategy for Improvement
- Defining Measurement
- Gathering and Processing Data
- Data Analysis and Presentation
- Implementation of Improvements
- Roles specific to the 7-step
Module 08: CSI Process Part 3
- Triggers, Inputs/Outputs and Interfaces
- Integration to SM Processes
- Exercise: Process Interfaces
- Metrics, Challenges and Risks
- Exercise Review: CSI Day-to-Day Activities
- Exam Questions Exercise:
- Sample Exam 1 – Question 8
- Sample Exam 2 – Question 6
Module 09: CSI Methods and Techniques Part 1
- Assessments
- Gap Analysis
- Benchmarking
Module 10: CSI Methods and Techniques Part 2
- Service Measurement
- Managing Measurement
- Metrics
- Reporting
Module 11: CSI Methods and Techniques Part 3
- Measuring and Reporting Frameworks
- SWOT
- ROI
- Business Case
- Service Reporting
Module 12: CSI Methods and Techniques Part 4
- CSI and Service Management Processes
- SLM, Availability Management, Capacity Management, ITSCM
- Problem Management, Knowledge Management
- Exam Question Review: Sample Exam 2, Question 6
- Exam Questions Exercise:
- Sample Exam 1 – Questions 1, 5
- Sample Exam 2 – Questions 1,2 and 3
Module 13: Implementing CSI
- The Role of Governance and COBIT
- Organizational Change
- Communicating Strategy and Plan
- Exercise: Develop and Use the Balanced Scorecard
- Exam Review: Sample Exam 1, Question 5
- Exam Questions Exercise: Sample Exam 1, Questions 3, 6
Module 14: CSI Technology Considerations
- Technology Considerations
- Tools to Support CSI Activities
- Exercise Review: Develop and Use the Balanced Scorecard
- Exam Questions Exercise: Sample Exam 2, Questions 4, 7
Speaker/s
Dr. Suzanne Van Hove. owner of SED-IT, has successfully blended an award-winning career in higher education with a passion for IT Service Management. She understands the dynamics of how people learn and the best vehicles for content retention. She has developed and received accreditation of her own IT Service Management educational programs.
Perhaps her greatest strength is developing training curriculum that is industry specific. This unique approach gives students practical, real life case studies that enable them to bring best practices to their respective organizations. Large and small organizations around the globe have benefited from her proprietary approach. With over 25 years’ experience, Suzanne brings a wealth of knowledge to every engagement – either in the classroom or boardroom. In 2011, Suzanne was recognized the itSMF USA ‘Industry Knowledge Contribution’ Award for her achievements in academia and industry.
Schedules
| No. of Days: | 365 |
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