McTimothy Associates

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ITIL® Intermediate: Continual Service Improvement

Why Attend

This ITIL Continual Service Improvement course is one of the five courses within the ITIL Service Lifecycle work stream. The course will focus on how organizations and individuals can strategically review the products and services they have produced following the strategy, design, transition, and operation stages of the IT Service Lifecycle and also offer guidance on how this process should be organized and executed.

In addition, this course includes guidance on the tools and technology that can be used to support CSI activities as well as how to evaluate risks and critical success factors.

$ 167.59

Event Date: 16/03/2023 – 18/03/2023


Course Outlines

ITIL in relation to other publications in the Best Management Practice

  • Portfolio
  • Why is ITIL so successful?
  • Chapter Summary

Service management as a practice

  • Services and service management
  • Basic concepts
  • Governance and management systems
  • The service lifecycle

Continual service improvement principles

  • Continual service improvement approach
  • CSI and organizational change Ownership
  • CSI register
  • External and internal drivers
  • Service level management
  • Knowledge management
  • The Deming Cycle
  • Service measurement
  • IT governance
  • Frameworks, models, standards and quality systems
  • CSI inputs and outputs

Continual service improvement processes

  • The seven-step improvement process

Continual service improvement methods and techniques

  • Methods and techniques
  • Assessments
  • Benchmarking
  • Service measurement
  • Metrics
  • Return on investment
  • Service reporting
  • CSI and other service management processes
  • Summary

Organizing for continual service improvement

  • Organizational development
  • Functions
  • Roles
  • Customer engagement
  • Responsibility model – RACI
  • Competence and training

Technology considerations

  • Tools to support CSI activities

Implementing continual service improvement

  • Critical considerations for implementing CSI
  • Where do I start?
  • Governance
  • CSI and organizational change
  • Communication strategy and plan

Challenges, risks and critical success factors

  • Challenges
  • Critical success factors
  • Risks

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