ITIL Service Lifecycle: Continual Service Improvement

• Service management as a practice and CSI principles, purpose, and objective
• How all CSI processes interact with other service lifecycle processes
• Sub-processes, activities, methods, and functions used in each of the CSI processes
• Roles and responsibilities within CSI and the activities and functions to achieve operational excellence
• How to measure CSI performance
• Technology and implementation requirements in support of CSI
• Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks related with CSI

• IT operations, technical, or IT management personnel requiring more information about ITIL best practices
• Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

1. Continual Service Improvement

• Purpose, Objectives, and Scope
• Business Value
• CSI Approach
• Context of CSI within the Service Lifecycle
• Inputs and Outputs

2. CSI Principles

• CSI Success Depends on Understanding Change within an Organization
• CSI Success Depends on Clear Ownership and Accountability
• How the CSI Register Supports CSI
• CSI is Driven and Influenced by Service Level Management
• Importance of Knowledge Management and the Deming Cycle to CSI
• CSI Used to Ensure Effective Governance
• Frameworks, Models, Standards, and Quality Systems Supporting CSI

3. Seven-Step Improvement Process

• Purpose, Objectives, and Scope
• Business Value
• Policies, Principles, and Basic Concepts
• Process Activities, Methods, and Techniques
• Triggers, Inputs, Outputs, and Process Interfaces
• Other Processes Support the Seven-Step Improvement Process

4. CSI Methods and Techniques

• Assessments
• Gap Analysis
• Benchmarking
• Service and Process Measurement
• Metrics and Measurement Frameworks
• Calculating Return on Investment
• Service Reporting Policies and Principles
• How Availability Management, Capacity Management, IT Service Continuity Management, Problem Management, and Knowledge Management Support CSI

5. Organization for CSI

• Service Owners
• Process Owner and Process Managers
• Process Practitioners
• CSI Manager
• The Nature of the Seven-Step Improvement Process Activities and the Skills Required
• CSI Manager vs. Other Supporting Roles
• How Responsibility, Accountability, Consultancy, or Informational (RACI) Models Can Be Used to Clarify Roles and Responsibilities for CSI

6. Technology Considerations for CSI

• IT Service Management Suites
• Systems and Network Management Tools
• Event management
• Automated Incident/Problem Resolution
• Performance Management
• Statistical Analysis Tools
• Project and Portfolio Management Tools
• Financial Management Tools
• Business Intelligence and Reporting Tools

7. Implementing CSI

• Critical Considerations and Where to Start
• Role of Governance to CSI
• Effect of Organizational Change for CSI
• Communication Strategies and Plans

8. Challenges, CSFs, and Risks

• Challenges Facing CSI
• CSFs for CSI
• Risks Associated with Implementing CSI

9. Exam Preparation/Mock Exam