Course Overview

This workshop will introduce you to Continual Service Improvement (CSI) process and practice; also, it will discuss how to ensure the "Value" is delivered and sustained overtime. The workshop will introduce you to:

• The CSI process, scope, objectives and activities
• The concepts and principals of CSI
• The Deming cycle and CSI model
• The tools and technology that should support the process and the considerations that should be taken when choosing such tools
• How to manage the process, verify the integrity of the information and improve the process maturity over time.

Duration

1 day

Delivery Methods

- Instructor led Classroom based
- Virtual Web based

Audience

IT professionals interested in understanding the content and concepts of ITIL®, as well as understand the differences with previous version of ITIL®:

• Senior technical and operational staff
• IT professionals and consultants
• IT customers
• Service Owners
• Process Owners and Managers
• IT Consultants, IT Project Managers

Prerequisites

ITIL® Foundation certificate is recommended

Program and Objectives

The course objectives are to enable course participants a solid understanding of the: Purpose, scope and objectives of CSI

• Key principles for the ITIL - CSI best practice
• Business Case and the Return on Investment (ROI)
• Use of the CSI Model
• Key activities of the Seven-Step Improvement Process
• Service Measurement and Service Reporting
• Key methods and techniques for CSI
• How to organize for CSI
• Critical Success Factors, KPIs, Metrics, risks and challenges

Program Contents

The program will provide you with the knowledge and high level understanding of:

• ITIL and ITSM
• CSI concepts and principals
• Continual Service Improvement 7 steps Process
• Service Measurement, types, reasons, benefits
• Return on Investment for CSI
• CSI Methods and Techniques
• Organizing for CSI
• Implementing Continual Service Improvement
• CSFs, KPIs, Metrics, Risks and Challenges.

Program Material (handout)

• A printed copy of the instructor's presentation will be distributed to the participants.
• Additional sample documents and templates including:
  • RAG/SLAM chart
  • CSI RACI model