ITIL Service Lifecycle: Continual Service Improvement

In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the continual service improvement (CSI) phase of the service lifecycle. You will learn about managing and controlling the activities and techniques within the CSI stage, not the details of each of the supporting processes.

 What You'll Learn

·       Service management as a practice and CSI principles, purpose, and objective

·       How all CSI processes interact with other service lifecycle processes

·       Sub-processes, activities, methods, and functions used in each of the CSI processes

·       Roles and responsibilities within CSI and the activities and functions to achieve operational excellence

·       How to measure CSI performance

·       Technology and implementation requirements in support of CSI

·       Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks related with CSI

Continual Service Improvement

Purpose, Objectives, and Scope

Business Value

CSI Approach

Context of CSI within the Service Lifecycle

Inputs and Outputs

CSI Principles

CSI Success Depends on Understanding Change within an Organization

CSI Success Depends on Clear Ownership and Accountability

How the CSI Register Supports CSI

CSI is Driven and Influenced by Service Level Management

Importance of Knowledge Management and the Deming Cycle to CSI

CSI Used to Ensure Effective Governance

Frameworks, Models, Standards, and Quality Systems Supporting CSI

Seven-Step Improvement Process

Purpose, Objectives, and Scope

Business Value

Policies, Principles, and Basic Concepts

Process Activities, Methods, and Techniques

Triggers, Inputs, Outputs, and Process Interfaces

Other Processes Support the Seven-Step Improvement Process

CSI Methods and Techniques


Gap Analysis


Service and Process Measurement

Metrics and Measurement Frameworks

Calculating Return on Investment

Service Reporting Policies and Principles

How Availability Management, Capacity Management, IT Service Continuity Management, Problem Management, and Knowledge Management Support CSI

Organization for CSI

Service Owners

Process Owner and Process Managers

Process Practitioners

CSI Manager

The Nature of the Seven-Step Improvement Process Activities and the Skills Required

CSI Manager vs. Other Supporting Roles

How Responsibility, Accountability, Consultancy, or Informational (RACI) Models Can Be Used to Clarify Roles and Responsibilities for CSI

Technology Considerations for CSI

IT Service Management Suites

Systems and Network Management Tools

Event management

Automated Incident/Problem Resolution

Performance Management

Statistical Analysis Tools

Project and Portfolio Management Tools

Financial Management Tools

Business Intelligence and Reporting Tools

Implementing CSI

Critical Considerations and Where to Start

Role of Governance to CSI

Effect of Organizational Change for CSI

Communication Strategies and Plans

Challenges, CSFs, and Risks

Challenges Facing CSI

CSFs for CSI

Risks Associated with Implementing CSI

Exam Preparation

Program Details
Duration 3 Days
Capacity Max 12 Persons
Training Type Classroom / Virtual Classroom

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