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ITIL Inter - Continual Service Improvement

Course Details

Name ITIL Inter - Continual Service Improvement
Description
URL
Location:
London - Central
Start Date:
Working Days:
Price:
£989.00 +vat
Availability:
Exam:
Residential:
Course ID:
448395

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

London - Euston

Description:

This venue, based in Central London, has over 30 fully-equipped classrooms. The classrooms are spread across four floors of Euston House and there are coffee lounges on each floor. 

Registration takes place in the Reception Area on the ground floor and the nearest tube stations are Euston and Euston Square.

Location:

Euston House
24 Eversholt Street
London
NW1 1AD

 

Directions:

From Euston Station
(Northern and Victoria Lines)

Exit into Euston Railway Station. Leave the station through the main doors and turn left immediately. Walk along to stairs leading down to Eversholt Street. Cross the road to Euston House.

For the latest travel information, please visit www.tfl.gov.uk

From Euston Square Underground Station

(Circle, Metropolitan, Hammersmith and City Lines)

Take the exit marked Euston Road (North) and Railway Station. Turn left at the top of the stairs onto Euston Road. Walk past two sets of traffic lights and Euston Railway Station. On the third set of traffic lights turn left into Euston Square. This becomes Eversholt Street. Euston House is on the right past The Royal George Pub.

Parking


All London car parks charge typical city rates.  The closest is the NCP car park at Euston Railway Station.


  • 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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