ITIL Lifecycle Continual Service Improvement (CSI)

ITIL-104 (3 Days)

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ITIL Training Overview

This ITIL Lifecycle Continual Service Improvement (CSI) training teaches attendees the practical skills to drive the systemic change that is needed to make CSI really “continual” and to drive improving process and service maturity across your organization. In addition, this ITIL® course leads to a certificate in ITIL Service Lifecycle Management – Continual Service Improvement. 

Note: An exam voucher for each student is included in the price of the training.

Location and Pricing

Most Accelebrate courses are delivered as private, customized, on-site training at our clients' locations worldwide for groups of 3 or more attendees and are custom tailored to their specific needs. Please visit our client list to see organizations for whom we have delivered private in-house training. These courses can also be delivered as live, private online classes for groups that are geographically dispersed or wish to save on the instructor's or students' travel expenses. To receive a customized proposal and price quote for private training at your site or online, please contact us.

ITIL Training Objectives

All students will learn:

  • Continual Service Improvement concepts
  • 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
  • Implementation approaches, challenges, critical success factors and risks

ITIL Training Outline

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Introduction to Continual Service Improvement
Continual Service Improvement Principles
  • CSI Model
  • Improvement Drivers
  • Organizational Change to a CSI View
  • Benchmarking
  • Service Level Management
  • SWOT Analysis
  • Ownership
  • Service Measurement
  • Knowledge Management – DIKW
  • Governance
  • Integration with other Frameworks, Models, and Quality Systems
Continual Service Improvement Process
  • 7-Step Improvement Process
  • Defining Data Requirements
  • Defining Data Capability
  • Gathering Data
  • Processing Data
  • Analyzing Data
  • Processing and Using Data
  • Implementing Process/Service Improvements
Sustaining CSI
Continual Service Improvement Roles and Responsibilities
  • Service Manager
  • Service Owner
  • Process Owners
  • CSI Manager
Continual Service Improvement Tools and Technology
Measuring and Reporting Frameworks
Implementation Approaches
Challenges, CSFs, and Risks
Conclusion
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Lecture percentage

50%

Lecture/Demo

Lab percentage

50%

Lab

Course Number:

ITIL-104

Duration:

3 Days

Prerequisites:

No prior experience is presumed. This class is for IT professionals working within, or about to enter, an IT environment requiring a detailed understanding of the processes, functions, and activities associated with the Continual Service Improvement domain of the ITIL Service Lifecycle.

Training Materials:

All students receive comprehensive courseware.

Copyright Deep Creek Center©

Software Requirements:

This is an interactive seminar that does not require computers. The room should be configured to support pencil and paper exercises in groups of 3-4 participants.

Contact Us:

Accelebrate’s training classes are available for private groups of 3 or more people at your site or online anywhere worldwide.

Don't settle for a "one size fits all" public class! Have Accelebrate deliver exactly the training you want, privately at your site or online, for less than the cost of a public class.

For pricing and to learn more, please contact us.

Contact Us Train For Us

Toll-free in US/Canada:
877 849 1850
International:
+1 678 648 3113

Toll-free in US/Canada:
866 566 1228
International:
+1 404 420 2491

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Atlanta, GA 30309-3918
USA

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