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ITIL Inter - Continual Service Improvement

Course Details

Name ITIL Inter - Continual Service Improvement
Description
URL
Location:
Virtual Classroom
Start Date:
Working Days:
Price:
£989.00 +vat
Availability:
Exam:
Residential:
Course ID:
448242

Overview

Gain the foundational knowledge and skills to plan, implement, and optimise processes and activities in this ITIL Service Lifecycle training course. This three-day course will provide the foundational knowledge needed to pass the ITIL Intermediate Continual Service Improvement certification exam, and three credits towards your ITIL Expert certification.

 

Bundle Offer   ITIL Expert Bundles from £1,995 - More Details

 

Learning Objectives

You Will Learn How To

  • Prepare for and pass the ITIL Continual Service Improvement (CSI) exam
  • Apply the seven-step improvement process
  • Deliver CSI using proven techniques
  • Organise for CSI by defining responsibilities with tools and technology
  • Implement CSI while analysing challenges, critical success factors, and risks

Pre-Requisites

Requirements

  • Must hold the ITIL Foundation Certificate

Recommended Experience

  • Basic IT literacy and around two years of IT experience

Course Content

Course Outline

ITIL Continual Service Improvement: Introduction and Overview

Goals and scope of CSI

  • The purpose and objectives of CSI
  • Embedding CSI into organisational processes
  • Explaining how CSI creates business value

CSI approach

  • Asking the right business questions to ensure that a CSI initiative is warranted
  • Illustrating the interfaces to other ITIL lifecycle stages

Principles of Continual Service Improvement

Establishing accountability

  • Defining unambiguous ownership and roles
  • Supporting the application of CSI with the CSI register
  • CSI and service level management

Providing adequate governance

  • Knowledge management as a main element in any improvement initiative
  • Implementing and applying CSI with the Deming Cycle
  • Service measurement
  • Ensuring effective governance with CSI
  • Supporting CSI with frameworks, models, standards and quality systems

The Seven-Step Improvement Process

Determining what to measure

  • Defining what you should measure: measurements that fully support the goals of the organisation
  • Defining what you can measure
  • Conducting gap analysis to identify what can be measured

Gathering the data

  • Processing the data to provide end-to-end perspective on service and/or process performance
  • Analyzing the data: targets met, developing trends, corrective actions required, cost to fix
  • Presenting and using the information
  • Implementing corrective actions
  • Integrating CSI with the other lifecycle stages

Methods and Techniques

Activities for delivering CSI

  • Performing a gap analysis
  • Implementing benchmarking
  • Designing and analysing service measurement frameworks
  • Creating a return on investment
  • Articulating service reporting

Key metrics

  • Technology metrics
  • Process metrics (CSFs and KPIs)
  • Service metrics
  • Initiating a SWOT analysis
  • Measuring benefits to the business

Supporting CSI activities

  • Availability management
  • Capacity management
  • IT service continuity management
  • Problem management
  • Knowledge management

Organisation and Technology Considerations

  • Defining roles and responsibilities: service owner, process owner, process manager, process practitioner
  • Choosing organisational structures that support CSI
  • Specifying tool requirements for implementation success
  • Automated incident and problem resolution
  • Statistical analysis tools and business intelligence and reporting

Implementing Continual Service Improvement

Key considerations

  • Analysing where to start
  • Relating the role of governance
  • Determining the effect of organisational change
  • Constructing a communications strategy and plan

Implementation challenges and risks

  • Establishing critical success factors and KPIs
  • Developing risk-benefit analyses for adoption of continual service improvement

Virtual

Description:

Online AnyWare™ immerses you in a dynamic online training environment where you access and participate in an actual classroom. You interact with both your instructor and your peers—just as if you were together with them in the classroom—as you master the essential knowledge and skills in today's most important IT and management topics.

With AnyWare Online Training, you can...

  • Access your course from any Internet-accessible location
  • Gain scheduling flexibility—choosing from a wide selection of course dates
  • Immerse yourself in an actual classroom experience
  • Benefit from AnyWare's unique real-time interactivity
  • Achieve the same results that you expect from an instructor-led classroom course

Frequently Asked Questions

What are the technological requirements for participating in a live, online course delivered via Online AnyWare?

To participate fully in a virtual AnyWare course, you will need the following:

  • An audio-enabled computer
  • A minimum screen resolution of 1024 x 768
  • An Intel Pentium® 4 computer, or equivalent, with a 2.5 GHz or faster processor; or an Intel Mac
  • A minimum of 1 GB of RAM
  • A reliable high-speed Internet connection, either via cable modem, DSL or corporate LAN (a wired Internet connection is strongly recommended)
  • Internet Explorer 7 or higher; or Mozilla Firefox 2 or higher
  • Support for Java and ActiveX within your browser with the latest version of Java installed
  • Adobe Flash version 8 or higher
  • Access to www.logmein.com
  • Ability to install the LogMeIn ActiveX control, which may require local administrative privileges
  • Learning Tree AnyWare will support a dual-monitor setup, which allows concurrent access to the classroom and the computer used for the hands-on exercises. This setup may enhance your training experience; however, it is not a requirement for full participation in any of our courses.

Do I need to install any special software?

None! All you need is a high-speed, flash-enabled Internet browser—Internet Explorer 7 or higher, Mozilla Firefox 2 or higher, or Safari.

Can I participate in a course via Online AnyWare using any type of operating system?

You can participate in a class on a PC or Mac. However, the hands-on exercise material in Course 2320 and Course 984 is not compatible with the Mac operating system at this time. Please contact our AnyWare support team if you are planning to participate in either of these courses using a Mac operating system.

Do I need my own microphone, earphones and/or headset?

Prior to the course, we will provide a microphone-enabled headset for you to use during the course. The headset is yours to keep after the course.

Is the virtual classroom experience really the same quality when it's delivered over the Internet?

Absolutely! Online AnyWare is designed to provide you with the same experience you would receive in the classroom. You connect to an actual classroom where you participate online in live, instructor-led training that is facilitated either at one of our Education Centres or on site at a client's location. As an online participant, you engage with the instructor and interact with your classmates just as if you were in the actual classroom. And you perform all of the same hands-on exercises, so the knowledge you learn and the skills you gain are no different than if you were taking the course as an in-class participant.

Why is Online AnyWare so much more effective than off-the-shelf, self-paced e-learning programmes?

The most important benefit of live, instructor-led training is the ability to interact with your instructor and fellow classmates. It is through such interaction that real learning takes place. Courses taken via AnyWare offer the same benefits. In fact, over half the time spent in courses is dedicated to interactive activities—where real learning happens! You'll have your specific questions answered on the spot, receive immediate clarification of anything that is confusing, perform hands-on exercises by remotely accessing an in-class PC, and share your experiences in real time with your fellow classmates. Most importantly, you'll receive expert advice on how best to apply what you learn to your own projects.

How is the classroom experience actually delivered?

Adobe Connect is the foundation technology for our AnyWare training delivery solution used to deliver our IT and management courses. You'll acquire new skills in a safe environment—your computer's files and applications are never engaged, so there is no risk of damage. A hard copy of the course materials and a microphone-enabled headset will be shipped to you prior to the course.

Using your Internet browser, you remotely access a dedicated in-class PC so that you can participate in hands-on exercises and develop new skills just as if you were in the actual classroom where your instructor is coaching in real time.

How do I connect to the classroom?

One week prior to the class start date, you will receive a "Getting Ready" e-mail with a URL and your login credentials. We'll ask you to complete a three-step validation process prior to the class start date to test your system, two-way audio connection, and Internet connection to the classroom and to your dedicated, in-class PC on which you'll be performing your hands-on exercises.

A few days before your class starts, you'll also receive a call from one of our customer service representatives who will answer any questions you may have. When it's time for the course to begin, just log in—from anywhere—and join your classmates, live in the classroom. During your course, our AnyWare support technicians are available to assist you as needed. It's that easy!

What are the course hours?

Start and end times vary for each individual course. Please confirm the start and end times during registration, as your course may be delivered from a different time zone than your own. On the first day of class, plan to log in to your classroom 30 minutes prior to the start of the class.

  • Before your event, you will be sent a Pre-Course Study Guide and the Key Element Guide ITIL Continual Service Improvement, which you should read as part of the 21 hours of personal study
  • You should acquire and read the ITIL Service Operation core publication, focusing on Chapter 2, and review your ITIL Foundation course materials
  • The ITIL Continual Service Improvement exam can be taken on the last day of the course (in-class), or any time after the course is completed via an online proctored exam with PeopleCert. 
  • Achieving the ITIL Intermediate Qualification: Continual Service Improvement certificate provides three credits toward your ITIL Expert certification

This course is approved by PMI® for 19 professional development units (PDUs).

Business & Strategic : 19 PDUs

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