ICSIO - ITIL Continiual Service Improvement Overview

Summary

This 1-day 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.

Delivery Methods

• Instructor led Classroom environment
• Virtual Web-based

Audience

IT professionals interested in understanding the content and concepts of the new ITIL® V3, as well as understand the differences with previous ITIL® V2:

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

Prerequisites

• ITIL® V3 Foundation certificate is recommended

Program 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:
o RAG/SLAM chart
o CSI RACI model