ITIL v3 Continual Service Improvement

Introduction to Continual Service Improvement (CSI)

  • The purpose and objectives of CSI
  • The scope of CSI
  • The value to business of adopting and implementing CSI
  • The approach to CSI
  • The business questions to be asked to ensure that a CSI initiative is warranted
  • The context of CSI in the ITIL service lifecycle
  • The inputs and outputs to CSI

Continual Service Improvement Principles

  • How the success of CSI depends upon an understanding of change within an organization
  • How the success of CSI depends upon a clear and unambiguous ownership and accountability
  • How the CSI register supports the application of CSI
  • How CSI drives the adoption of, and is influenced by, service level management
  • How Knowledge Management is a main element of any improvement initiative
  • How the Deming Cycle is critical to both, the implementation and application of CSI
  • How CSI can make effective use of the various aspects of service management
  • How CSI can be used to ensure good governance where goals are aligned and good management is achieved
  • How frameworks, models, standards and quality systems fully support the concepts embodied in CSI

Continual Service Improvement Methods and Techniques

  • When to use assessments and what to assess
  • How a gap analysis can provide insight into the areas that have room for improvement
  • Benchmarking. Specifically, the candidate will be able to describe and apply the approach to, and implementation of, benchmarking
  • Service Measurement. Specifically, designing and analysing service measurement frameworks
  • Metrics. Specifically, the candidate will be able to describe the importance of properly defining metrics and measurements, demonstrate setting targets, and describe, use and interpret metrics, scorecards and reports, including balanced scorecard and SWOT analysis
  • Return on Investment. Specifically, the candidate will be able to demonstrate how to create a return on investment, establish a business case, and measure the benefits achieved
  • Service Reporting. Specifically, articulating reporting policies and rules
  • How availability management techniques such as component failure impact analysis, fault tree analysis, service failure analysis, technical observation and the expanded incident lifecycle can be used by CSI
  • How capacity management techniques such as business, service and component capacity management, workload and demand management, and the iterative activities of capacity management can be used by CSI
  • How CSI needs to take IT service continuity management requirements into consideration, and how CSI can use risk management to identify areas for improvement
  • How problem management supports the activities of CSI
  • How knowledge management supports CSI

Continual Service Improvement Process

The 7-step improvement process. Specifically, the candidate will be able to articulate what is being done at every step and where the information is found.

  • Purpose and objectives
  • Scope
  • Value to business
  • Policies, principles and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • How other processes play key roles in the seven-step improvement process

Implementing Continual Service Improvement

  • Critical considerations and where to start
  • The role of Governance to CSI
  • The effect of Organizational Change for CSI
  • A communication strategy and plan

Challenges, Critical Success Factors and Risks

Summary, Exam Preparation and Directed Studies

Organizing for Continual Service Improvement

  • Service Owner
  • Process Owner
  • Process Manager
  • Process Practitioner
  • CSI Manager
  • The nature of the activities and the skills required for the seven-step improvement process
  • Comparing the CSI manager role with other relevant roles
  • How the responsibility model (RACI) can be used when defining roles and responsibilities in CSI

Continual Service Improvement Process

The 7-step improvement process. Specifically, the candidate will be able to articulate what is being done at every step and where the information is found.

  • Purpose and objectives
  • Scope
  • Value to business
  • Policies, principles and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • How other processes play key roles in the seven-step improvement process