ITIL® v3 Intermediate Qualification: Continual Service Improvement

You Will Learn How To

  • Prepare for and take the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam
  • Plan key activities for Continual Service Improvement processes in the context of the Service Lifecycle
  • Optimize the quality of IT service provision within an organization
  • Measure Continual Service Improvement processes using critical success factors and key performance indicators

Course Benefits
ITIL Continual Service Improvement links improvement efforts and outcomes with Service Strategy, Design, Transition and Operations. Successful implementation of CSI best practices enables IT departments to create and maintain value for customers through better design, introduction and operation of services. In this course, you learn how to plan, implement and optimize the Continual Service Improvement processes and gain the skills required to take the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam.

Who Should Attend
This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Continual Service Improvement Certificate. The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day.

Through activities, you will gain knowledge of the Continual Service Improvement processes.

  • Justifying the role of continual service improvement
  • Applying the 7-step improvement process to enhance service quality and operational performance
  • Conducting a SWOT analysis
  • Creating a communication plan to engage the organization around CSI for IT service management
Introduction and Overview
Goals and scope of CSI

  • Embedding CSI into organizational processes
  • Explaining how CSI creates business value
  • Illustrating the interfaces to other ITIL lifecycle stages

Purpose of Service Measurement

  • Validating previous decisions
  • Directing activities in order to meet set targets
  • Justifying that a course of action is required
  • Intervening at the appropriate point to take corrective action

Principles of Continual Service Improvement
Defining ownership and roles

  • Manager, service owner, service level manager
  • Service level management and measurement

Predicting and reporting service performance vs. targets

  • Using customer satisfaction surveys
  • Conducting maturity assessments
  • Verifying employee and process compliance
  • Employing frameworks and standards

The 7-Step Improvement Process
Determining what to measure

  • Defining what you should measure: measurements that fully support the goals of the organization
  • Defining what you can measure
  • Conducting gap analysis to identify what is or can be measured today and what is ideally required

Gathering the data with monitoring tools and manual processes

  • 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

Supporting Processes

  • Implementing service reporting and policies
  • Service measurement: using and interpreting metrics
  • Creating a return on investment
  • Establishing a business case
  • Measuring benefits to the business

Methods and Techniques
Activities for delivering Continual Service Improvement

  • Benchmarking
  • Establishing a Balanced Scorecard to drive CSI
  • Initiating a SWOT analysis
  • Employing the Deming Cycle

Key metrics

  • Technology metrics
  • Process metrics (CSFs and KPIs)
  • Service metrics

Organization and Technology Issues

  • Defining roles and responsibilities
  • Choosing organizational structures that support CSI
  • Specifying tool requirements for implementation success

Implementing Continual Service Improvement
Key considerations

  • Analyzing where to start
  • Relating the role of governance
  • Determining the effect of organizational 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

Important Course Information

  • Pre-course reading required
  • Approximately 1 hour of home study each evening
  • Course fee includes the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam
  • The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day

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