ITIL Lifecycle Continual Service Improvement (CSI)


Course Number: ITIL-104

Duration: 3 days (19.5 hours)

Format: Live, hands-on

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

Accelebrate offers instructor-led enterprise training for groups of 3 or more online or at your site. Most Accelebrate classes can be flexibly scheduled for your group, including delivery in half-day segments across a week or set of weeks. To receive a customized proposal and price quote for private corporate training on-site or online, please contact us.

Objectives

  • 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

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.

Outline

Expand All | Collapse All

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

Training Materials:

All students receive comprehensive courseware.

Copyright© Deep Creek Center

Software Requirements:

For in-person deliveries, attendees do not need computers for this course. We will provide full classroom setup instructions that will include seating in small groups, with supplies such as flipcharts, sticky notes, markers, and pens for the attendees and a projector and Internet connection for the instructor's laptop.

Online deliveries for this interactive training will use an online meeting platform (such as Zoom, WebEx, GoTo, or Teams) to have face-to-face contact online, including use of breakout rooms for group activities.



Learn faster

Our live, instructor-led lectures are far more effective than pre-recorded classes

Satisfaction guarantee

If your team is not 100% satisfied with your training, we do what's necessary to make it right

Learn online from anywhere

Whether you are at home or in the office, we make learning interactive and engaging

Multiple Payment Options

We accept check, ACH/EFT, major credit cards, and most purchase orders



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