Course Description

The ITIL Continual Service Improvement training course will show you how individuals and organisations can strategically review the range of products and services you have produced.

Key Learnings throughout this ITIL training course includes:

Introduction to continual service improvement.
Continual service improvement principles.
Continual service improvement process.
Continual service improvement methods and techniques.
Organising for continual service improvement.
Technology considerations.
Implementing continual service improvement.
Challenges, critical success factors and risks.

Find out how organisations and individuals can strategically review their products and services from strategic, design, transition, and operational aspects of the IT Service Lifecycle. You will learn how these processes should be organised and implemented.

Throughout our virtual classroom training course, you will focus on the principles and techniques from the Continual Service Improvement stage of the ITIL Lifecycle.

Modules Covered

ITIL Continual Service Improvement Syllabus

Continual Service Improvement training includes guidance on the technology and tools used to support related activities and review how to evaluate risks and critical success factors.

CSI offers best practice, which enables businesses and projects to adapt and meet the changing requirements of end users, while simultaneously improving efficiencies and ROI for organisations.

Learning Outcomes

This ITIL CSI qualification covers the necessary learning to pass your exam, and teach you how to align IT services to the changing needs of a business, by identifying and implementing improvements to IT services which support the business process.

You will review improvement activities and gain the competencies in the follow areas:

Basics of Continual Service Improvement.
Continual Service Improvement principles.
Continual Service Improvement process.
Continual Service Improvement methods and techniques.
Organising for Continual Service Improvement.
Technology considerations.
Implementing Continual Service Improvement.
Challenges, critical success factors and risks.

Introduction to continual service improvement

The purpose, objectives, and scope of CSI.
The value to the business of adopting and implementing CSI.
The context of CSI in the ITIL service lifecycle.
The approach to CSI, including key interfaces and inputs and outputs.

Continual service improvement principles

How the success of CSI depends on understanding change in the organisation and having clear accountability.
How service level management and knowledge management influence and support CSI.
How the complete Deming Cycle works, and how it can be applied to a real-world example.
How CSI can make effective use of the various aspects of service measurement.
What situations require the use of frameworks and models, and examples of how each type can be used to achieve improvement.

Continual service improvement process

What the seven-step improvement process is, how each step can be applied, and the benefits produced.
How CSI integrates with the other stages in the ITIL service lifecycle.
How other processes play key roles in the seven-step improvement process.

Continual service improvement methods and techniques

When to use assessments, what to assess and how a gap analysis can provide insight into the areas that have room for improvement.
How to use benchmarking, service measurement, metrics, service reporting, including balanced scorecard and SWOT, to support CSI.
How to create a return on investment, establish a business case and measure the benefits achieved.
How techniques within availability management, capacity management, IT service continuity management and problem management can be used by CSI.

Organising for continual service improvement

The role of the CSI manager, and the roles of service owner, process owner, process manager and process practitioner in the context of CSI and how they can be positioned within an organisation.
How to design, implement and populate a RACI (responsible, accountable, consulted, informed) diagram as well as how to use it to support CSI.

Technology considerations

The technology and tools required and how these would be implemented and managed to support CSI activities such as performance, project, and portfolio management, as well as service measurement and business intelligence reporting.

Implementing continual service improvement

CSI implementation: strategy, planning, governance, communication, project management, operation, as well as how to deal with cultural and organisational change.

Challenges, critical success factors and risks

The challenges and risks such as staffing, funding, management, etc., which can be related to CSI and the details behind how each challenge can be addressed.
The critical success factors related to CSI as well as how to measure and monitor them.