ITIL - Service Lifecycle - Continual Service Improvement (Revision 1.6) - OnDemand Learning

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Item Number: PN-ITIL-CSI-R16

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ITIL provides businesses with a customizable framework of best practices to achieve quality service and overcome difficulties associated with the growth of IT systems.

This hands-on course leads to a Certificate in ITIL Service Lifecycle Management - Continual Service Improvement. Upon successful completion, students can expect to gain competency in continual Service Improvement Principles, continual Service Improvement Processes, continual Service Improvement Methods and Techniques, continual Service Improvement technology related activities, organization and technology for Continual Service Improvement, and understanding Implementation approaches, challenges, and critical success factors & risks. The main focus is the Lifecycle itself, the use of process and practice elements used within it, and the management capabilities needed to deliver quality Service Management practices in an organization.

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Package Includes:

6 Months Online Access
Instructor-led classroom lectures with full audio, video and Hands-on lab demonstration components
Printable Workbooks and Course Reviews
Mentor Support through the ITSM LinkedIn Forum.

** itSM Solutions LLC is the Accredited Courseware and Training Provider for the ITIL products listed; Hard copy student manuals and Exam Vouchers can be purchased direct from itSM Solutions LLC.

Patrick Von Schlag - Patrick has worked in the Information Technology field for over 25 years and brings his extensive expertise to our courses. He has helped establish IT service management programs for a variety of organizations including pharmaceutical, energy, and software companies. Patrick was a part of one of the original service management teams in the United States. He has been a member of several CompTIA boards and is a member of the ITSM forum.

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Chapter 01 - Course Introduction

Lesson: Course Organization
Welcome to the Course!
Mentoring Community Introductions
Why Are You Here?
Using Bloom's Taxonomy
What do you Expect?
Housekeeping Online
Lesson: Course Conventions & Agenda
Conventions Used
Quizzes & Exercises
ITIL Qualification Scheme
ITIL Lifecycle Exam
Getting Started with an Online Class
Chapter 01 Review

Chapter 02 - Continual Service Improvement

Lesson: Introduction to CSI
CSI & the Service Lifecycle
Managing Across the Lifecycle
Purpose, Goals, & Objectives of CSI
Scope of CSI
Value of CSI
Lesson: Principles of CSI
Principles of CSI
CSI Approach
Business Questions for CSI
CSI & Organizational Change
Ownership
CSI Register
Drivers
Service Level Management
Knowledge Management
PDCA & Continual Improvement
Value of Benchmarking
Service Measurement
Baselines
Metrics & Measurement
7-Step Improvement Process
Governance
Frameworks, Models & Quality Systems
Role Definitions
Lesson: CSI Summary
Continual Service Improvement Summary
CSI Checkpoint
Chapter 02 Review

Chapter 03 - 7-Step Improvement Process

Lesson: 7-Step Improvement Introduction
Introduction
Purpose, Goals & Objectives
Scope
Business Value
Policies, Principles & Concepts
Lesson: 7-Step Improvement Activities
7-Step, Activities, Methods & Techniques
Step 1 - Strategy for Improvement
Step 2 - Define Measurement
Step 3 - Gather Data
Step 4 - Process Data
Step 5 - Analyze Information & Data
Vision to Measurement
Step 6 - Present & Use Information
Service Level Agreement Monitoring Chart
Step 7 - Implement Improvement
Lesson: Lifecycle Integration
Lifecycle Integration
Financial Management
Service Level Management
Availability & Capacity Management
Security Management
Change Management
Incident Management & Service Desk
Problem Management
Metrics & Measures
Reporting Policy & Rules
Lesson: 7-Step Improvement Context
Relationships
Triggers, Inputs & Outputs
Information
Critical Success Factors
Challenges & Risks
Lesson: 7-Step Improvement Process Summary
7-Step Improvement Process Summary
Checkpoint
Chapter 03 Review

Chapter 04 - Reporting, Methods & Technology

Lesson: Reporting & Measurement
Reporting & Measurements
Reporting
Service Measurement
Objectives
Measurement & Reporting Frameworks
Reporting Levels
Management Domains
Measurement Definition
Setting Targets
Process Measurements
Measurement Framework Grid
Scorecard & Reports
Return on Investment
CSI & Service Level Management
Lesson: CSI Methods & Techniques
Methods & Techniques
Assessment
Gap Analysis
Service Gap Model
Benchmarking
Measurement & Reporting Frameworks
Balanced Scorecard
S.W.O.T. Analysis
The Deming Cycle
Other Lifecycle Process & Methods
Availability
Capacity
Continuity Management
Problem Management
Change, Release & Deployment Management
Knowledge Management
Lesson: Technology for CSI
Tools & Technology
IT Service Management Suits
System & Network Management
Event Management
Incident/Problem Management
Performance Management
Statistical Analysis
Project & Portfolio Management
Financial Management
Business Intelligence Reporting
Lesson: Reporting, Methods & Technology Summary
Reporting, Methods & Technology Summary
Checkpoint
Chapter 04 Review

Chapter 05 - CSI Organization & Implementation

Lesson: Organizing for CSI
Organizing CSI
Mapping Activities & Skills
Who Does What to Whom?
The RACI Model
Functional Role Analysis
Activity Analysis
Roles & Responsibility
Service Owner
Process Owner
Process Manager
Process Practitioner
CSI Manager
Lesson: Implementing CSI
Getting Started
Governance
CSI & Organizational Change
Communication Strategy & Plan
Roles & Inputs to CSI Approach
Challenges
Critical Success Factors
Risks
Lesson: CSI Technology & Implementation Summary
CSI Organization & Implementation Summary
Checkpoint
Chapter 05 Review