Continual Service Improvement methods and techniques
Continual Service Improvement technology related activities
Organization and technology for Continual Service Improvement
Understand implementation approaches. Challenges, critical success factors and risks
This course is targeted for IT Managers, IT staff and process owners, Application Project and Business Managers directly involved in IT, any member of an IT organization in delivery of IT services and existing holders of the ITIL v3 Foundation certificate who want to gain in-depth knowledge.
This program will be conducted with interactive lectures, PowerPoint presentation, discussion and practical exercise.
Module 1: Introduction To Continual Service Improvement – The purpose and objectives of Continual Service Improvement – The scope of Continual Service Improvement – The approach to Continual Service Improvement – The interfaces with other ITIL Lifecycle stages
Module 2: Continual Service Improvement Principles – How the success of CSI depends upon an understanding of change upon an organization – How CSI drives the adoption of, and is influenced by Service Level Management – How the Deming Cycle is critical to both the implementation and application of CSI – How CSI can make effective use of the various aspects of Service Measurement – How Knowledge Management is a mainstay of any improvement initiative – How CSI can make effective use of internal and external benchmarks – How CSI can be used to ensure good governance where goals are aligned and good management is achieved – How frameworks, models, standards and quality systems fully support the concepts embodied in CSI
Module 3: Continual Service Improvement Process – The 7 step improvement process. Specifically the candidate will be babble to articulate what is being done at every step and where the information is actually found – How CSI integrates with the other stages in the Service Lifecycle – Service Reporting and articulate reporting policies and rules – Service Measurement Specifically, the candidate will be able to describe targets, and describe, use ad interpret metrics and reports – The importance of property defining metrics and measurements – The concept of Return on Investment for CSI. Specifically the candidate will be able to demonstrate how to create a return on investment, establish a business case and measure the benefits achieved – The various Business questions for CSI – The relationship between CSI and Service Level Management
Module 4: Continual Service Improvement Methods And Techniques – What to assess and when to use Assessments – How a gap analysis can provide insight into the areas that have room for improvement Benchmarking – The Measuring and Reporting frameworks such as the Balance Scorecard and the SWOT analysis – The Deming Cycle and its uses for service improvement – The relationships and interfaces between CSI and the other service management processes – How availability management techniques such as CFIA, FTA, FSA, TO and the expanded Incident Lifecycle can be used by CSI – How capacity management techniques such as business, service and component capacity management, workload and demand management, the iterative activities of capacity management can be used by CSI – How CSI needs to take IT Service Continuity Management requirements into consideration and how CSI can use Risk Management to identify areas for improvement – Problem management supports the activities of CSI
Module 5: Organization For Continual Service Improvement The nature of the activities and the skills required for the 7-step improvement process The responsibilities, skills and competencies for: – Service Manager – CSI Manager – Service Owner How authority matrices (RACI) can vary used when defining communication procedures in the CSI processes.
Module 6: Technology For Continual Service Improvement – IT service management suites – System and network management – Event management – Automated Incident / problem resolution – Performance Management – Statistical Analysis tools – Project and Portfolio Management – Financial management – Business Intelligence Reporting
Module 7: Implementing Continual Service Improvement – Where to start – The role of Governance to CSI – The effect of Organizational Change for CSI – A Communication Strategy and Plan
Module 8: Critical Success Factors And Risks – The effects on an organization of the challenges facing Continual Service Improvement – The appropriate critical success factors for Continual Service Improvement – The potential impact if the risks associated with implementing CSI – The potential value to business, benefits and costs
Module 9: Summary, Exam Preparation And Directed Studies
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