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ITIL®-CSI: Intermediate Lifecycle: ITIL® Continual Service Improvement with Certification Exam

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Short Course by  NetCom Learning
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On-Site / Short Course

Details

In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the continual service improvement (CSI) phase of the service lifecycle. You will learn about managing and controlling the activities and techniques within the CSI stage, not the details of each of the supporting processes. This course includes lectures, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL® best practices and position you to successfully complete the associated exam.

Outline

    1. Continual Service Improvement
      1. Purpose, Objectives, and Scope
      2. Business Value
      3. CSI Approach
      4. Context of CSI within the Service Lifecycle
      5. Inputs and Outputs
    2. CSI Principles
      1. CSI Success Depends on Understanding Change within an Organization
      2. CSI Success Depends on Clear Ownership and Accountability
      3. How the CSI Register Supports CSI
      4. CSI is Driven and Influenced by Service Level Management
      5. Importance of Knowledge Management and the Deming Cycle to CSI
      6. CSI Used to Ensure Effective Governance
      7. Frameworks, Models, Standards, and Quality Systems Supporting CSI
    3. Seven-Step Improvement Process
      1. Purpose, Objectives, and Scope
      2. Business Value
      3. Policies, Principles, and Basic Concepts
      4. Process Activities, Methods, and Techniques
      5. Triggers, Inputs, Outputs, and Process Interfaces
      6. Other Processes Support the Seven-Step Improvement Process
    4. CSI Methods and Techniques
      1. Assessments
      2. Gap Analysis
      3. Benchmarking
      4. Service and Process Measurement
      5. Metrics and Measurement Frameworks
      6. Calculating Return on Investment
      7. Service Reporting Policies and Principles
      8. How Availability Management, Capacity Management, IT Service Continuity Management, Problem Management, and Knowledge Management Support CSI
    5. Organization for CSI
      1. Service Owners
      2. Process Owner and Process Managers
      3. Process Practitioners
      4. CSI Manager
      5. The Nature of the Seven-Step Improvement Process Activities and the Skills Required
      6. CSI Manager vs. Other Supporting Roles
      7. How Responsibility, Accountability, Consultancy, or Informational (RACI) Models Can Be Used to Clarify Roles and Responsibilities for CSI
    6. Technology Considerations for CSI
      1. IT Service Management Suites
      2. Systems and Network Management Tools
      3. Event management
      4. Automated Incident/Problem Resolution
      5. Performance Management
      6. Statistical Analysis Tools
      7. Project and Portfolio Management Tools
      8. Financial Management Tools
      9. Business Intelligence and Reporting Tools
    7. Implementing CSI
      1. Critical Considerations and Where to Start
      2. Role of Governance to CSI
      3. Effect of Organizational Change for CSI
      4. Communication Strategies and Plans
    8. Challenges, CSFs, and Risks
      1. Challenges Facing CSI
      2. CSFs for CSI
      3. Risks Associated with Implementing CSI
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NetCom Learning helps build innovative learning organizations in the workplace by structuring a smarter workforce, supporting learning changes, and driving learning growth. Since 1998 we have been empowering organizations to reach optimal performance results and address challenges by managing all aspects of organizational learning.

With a team of dedicated and knowledgeable learning professionals having deep subject-matter expertise, NetCom Learning has serviced over 80% of Fortune 100 companies. We've helped over 10,000 organizations achieve their business goals by offering a full complement of Managed Learning Services, including IT and business training, curriculum design and content development, learning delivery and administration, consulting and advisory services, and management of learning technology.

NetCom Learning is honored to be recognized as Microsoft's Worldwide Training Partner of the Year by Microsoft and as a Top 20 IT Training Company by TrainingIndustry.com for three years. We offer over 1,500 courses available to organizations around the world, encompassing all your technology and business training needs. From authorized or foundational training to specialized certifications, we empower organizations to achieve a competitive advantage. In addition, we provide customers with a choice of customized private programs, convenient scheduling options, flexible delivery formats, and continuous learning support, all tailored towards minimizing the skills gap and gaining maximum business impact for your organization. ...

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