- ITIL Foundation (classroom)
- ITIL Foundation (blended)
- ITIL One Day Overview
- ITIL Introductory Workshop
- Lifecycle: Service Strategy
- Lifecycle: Service Design
- Lifecycle: Service Transition
- Lifecycle: Service Operation
- Lifecycle: CSI
- Capability: Operational Support & Analysis
- Capability: Service Offerings & Agreements
- Capability: Planning, Protection & Optimisation
- Capability: Release, Control & Validation
- Managing Across the Lifecycle
- BCS Specialist: Business Relationship Management
- BCS Specialist: Change Management
- BCS Specialist: Problem Management
- BCS Specialist: Service Desk & Incident Management
- BCS Specialist: Service Level Management
- BCS Specialist: Supplier Management
ITIL Continual Service Improvement Module
ITIL® is recognised internationally as the best practice approach to IT Service Management aligning the provision of IT Services with the needs of the business. It is used globally by thousands of organisations throughout the private and public sectors to improve the way in which they implement and manage IT Services.
The ITIL Lifecycle Module in Continual Service Improvement is a stand-alone module but also part of the ITIL Intermediate Lifecycle stream. It is also one of the modules that leads to the ITIL Expert in IT Service Management.
To find when the next course is running in your area, please contact us on 0845 467 7029.
Audience: Who is the course for?
- CIOs and CTOs
- Managers and team leaders
- Designers and architects
- Planners
- IT consultants
- IT audit managers
- IT security managers
- Those who require a deeper understanding of the ITIL Continual Service Improvement stage of the ITIL Service Lifecycle and how its activities can be implemented to improve the quality of IT service management within an organisation
- Those working within a continual service improvement environment and who require an understanding of the concepts, processes, functions and activities involved
- Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules
- Individuals seeking the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.
Course duration:
Three days (the exam is normally taken during the afternoon of the third day)
Benefits to the individual:
- Recognised professional qualification
- Understand the application of ITIL guidelines and frameworks that contribute to industry best practice within the continual service improvement area
- Helps individuals to improve the quality of IT service management within an organisation
- Pre-requisite module for ITIL Expert certification in IT Service Management
Benefits to the business:
- The adoption of proven best practice processes results in improved IT services and increased productivity throughout the business
- Improved customer satisfaction and less down time through quicker fixes
- Better process management leads to increased efficiency and reduced costs
- The framework is flexible, scalable, and systematic and can be used within different organisations irrespective of size or industry
Pre-requisites:
Delegates must have passed ITIL Foundation Certificate in IT Service Management in order to attend ITIL Continual Service Improvement and will need to present their certificate as documentary evidence to gain admission. It is highly recommended that delegates read the ITIL Continual Service Improvement pre-course reading in advance of attending the course. Delegates will also need to undertake at least 21 hours of self-study reviewing the syllabus and course materials to prepare for the exam.
Course outline:
The ITIL course in Continual Service Improvement (CSI) examines the need to continually align and realign IT services to changing business needs by identifying and implementing improvements to IT services that support business processes.
The objectives of the ITIL Continual Service Improvement course are:
- For delegates to understand the CSI are of the ITIL Lifecycle and how it can be implemented to enhance the quality of IT service provision within an organisation
- For delegates to gain the knowledge, skills and management techniques to coordinate all activities within the CSI area
The course is conducted through interactive group study using practical examples and activities. Over the three day course, the following topics are covered.
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 processes
- 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
Exam details:
A 90 minute exam is taken on day three of the course. The exam consists of eight multiple choice, scenario-based, gradient scored questions. Each question will have four possible answer options – one is worth five marks, one is worth three marks, one is worth one mark and one is an incorrect answer worth no marks.
The pass mark is 28/40 or 70%. This is a closed book exam i.e. entrants may not refer to any course materials or their own notes. Delegates who pass the exam will be awarded the ITIL Continual Service Improvement certificate.