Type to search LearningTree.com

Do you mean "{{response.correctedQuery}}" ?

Sorry, no results were found for your query.

Please check your spelling and try your search again.

 

ITIL and IT Service Management Training









Preferred method of contact?

ITIL® Intermediate: Continual Service Improvement

COURSE TYPE

Practitioner

Course Number

994

Duration

3 Days

Enroll

About This Course:  You learn to plan, implement and optimize CSI processes. Course includes pre-course reading, evening study, the exam and overview maps that illustrate the ITIL lifecycle stages, reinforcing key concepts. The ITIL Foundation Certificate is required to take the CSI exam.

You Will Learn How To

  • Prepare for and pass the ITIL Continual Service Improvement (CSI) Exam
  • Apply the seven-step improvement process
  • Deliver CSI using proven techniques
  • Organize for CSI by defining responsibilities with tools and technology
  • Implement CSI while analyzing challenges, critical success factors and risks

Course Outline

  • ITIL Continual Service Improvement: Introduction and Overview

Goals and scope of CSI

  • The purpose and objectives of CSI
  • Embedding CSI into organizational processes
  • Explaining how CSI creates business value

CSI approach

  • Asking the right business questions to ensure that a CSI initiative is warranted
  • Illustrating the interfaces to other ITIL lifecycle stages
  • Principles of Continual Service Improvement

Establishing accountability

  • Defining unambiguous ownership and roles
  • Supporting the application of CSI with the CSI register
  • CSI and service level management

Providing adequate governance

  • Knowledge management as a main element in any improvement initiative
  • Implementing and applying CSI with the Deming Cycle
  • Service measurement
  • Ensuring effective governance with CSI
  • Supporting CSI with frameworks, models, standards and quality systems
  • The Seven-Step Improvement Process

Determining what to measure

  • Defining what you should measure: measurements that fully support the goals of the organization
  • Defining what you can measure
  • Conducting gap analysis to identify what can be measured

Gathering the data

  • Processing the data to provide end-to-end perspective on service and/or process performance
  • Analyzing the data: targets met, developing trends, corrective actions required, cost to fix
  • Presenting and using the information
  • Implementing corrective actions
  • Integrating CSI with the other lifecycle stages
  • Methods and Techniques

Activities for delivering CSI

  • Performing a gap analysis
  • Implementing benchmarking
  • Designing and analyzing service measurement frameworks
  • Creating a return on investment
  • Articulating service reporting

Key metrics

  • Technology metrics
  • Process metrics (CSFs and KPIs)
  • Service metrics
  • Initiating a SWOT analysis
  • Measuring benefits to the business

Supporting CSI activities

  • Availability management
  • Capacity management
  • IT service continuity management
  • Problem management
  • Knowledge management
  • Organization and Technology Considerations
  • Defining roles and responsibilities: service owner, process owner, process manager, process practitioner
  • Choosing organizational structures that support CSI
  • Specifying tool requirements for implementation success
  • Automated incident and problem resolution
  • Statistical analysis tools and business intelligence and reporting
  • Implementing Continual Service Improvement

Key considerations

  • Analyzing where to start
  • Relating the role of governance
  • Determining the effect of organizational change
  • Constructing a communications strategy and plan

Implementation challenges and risks

  • Establishing critical success factors and KPIs
  • Developing risk-benefit analyses for adoption of continual service improvement
Show complete outline
Show Less

Course Schedule

Attend this live, instructor-led course In-Class or Online via AnyWare.

Hassle-Free Enrollment: No advance payment required.
Tuition due 30 days after your course.

Nov 9 - 11 Rockville, MD/AnyWare Enroll Now

How would you like to attend?

Live, Online via Anyware
In-Class

Dec 7 - 9 Toronto/AnyWare Enroll Now

How would you like to attend?

Live, Online via Anyware
In-Class

Dec 20 - 22 Alexandria, VA/AnyWare Enroll Now

How would you like to attend?

Live, Online via Anyware
In-Class

Jan 25 - 27 New York/AnyWare Enroll Now

How would you like to attend?

Live, Online via Anyware
In-Class

Feb 8 - 10 Herndon, VA/AnyWare Enroll Now

How would you like to attend?

Live, Online via Anyware
In-Class

Feb 22 - 24 Ottawa/AnyWare Enroll Now

How would you like to attend?

Live, Online via Anyware
In-Class

Mar 1 - 3 Toronto/AnyWare Enroll Now

How would you like to attend?

Live, Online via Anyware
In-Class

Jun 7 - 9 Alexandria, VA/AnyWare Enroll Now

How would you like to attend?

Live, Online via Anyware
In-Class

Jun 21 - 23 Rockville, MD/AnyWare Enroll Now

How would you like to attend?

Live, Online via Anyware
In-Class

Jul 5 - 7 Toronto/AnyWare Enroll Now

How would you like to attend?

Live, Online via Anyware
In-Class

Jul 12 - 14 Herndon, VA/AnyWare Enroll Now

How would you like to attend?

Live, Online via Anyware
In-Class

Aug 23 - 25 New York/AnyWare Enroll Now

How would you like to attend?

Live, Online via Anyware
In-Class

Sep 6 - 8 Ottawa/AnyWare Enroll Now

How would you like to attend?

Live, Online via Anyware
In-Class

Guaranteed to Run

Show all dates
Show fewer dates

Bring this Course to Your Organization and Train Your Entire Team
For more information, call 1-888-843-8733 or click here

Tuition

Standard

$2650

Government

$2355

Course Tuition Includes:

After-Course Instructor Coaching
When you return to work, you are entitled to schedule a free coaching session with your instructor for help and guidance as you apply your new skills.

ITIL Certification Success Package
Exclusively available from Learning Tree, your ITIL training comes with a suite of benefits, including: unlimited course and exam retakes, free webinars, and expert guidance through the ITIL certification process.

Free Course Exam
You can take your course exam on the last day of your course and receive a Certificate of Achievement with the designation "Awarded with Distinction."

Prev
Next

Questions

Call 1-888-843-8733 or click here »

An experienced training advisor will happily answer any questions you may have and alert you to any tuition savings to
which you or your organization may be entitled.

Training Hours

Days 1 - 2 Course Hours:

9:00 a.m. - 5:30 p.m.
Two 15-minute breaks
45-minute lunch

Day 3 Course Hours - Last Day:
9:00 a.m. - 4:30 p.m.
Two 15-minute breaks
45-minute lunch
Free Course Exam*:
3:00 p.m. - 4:30 p.m.

*All AnyWare remote attendees participating in an ITIL course will have the opportunity to take their ITIL exam through a Pearson Vue testing center authorized by APMG.  However, there are other options available for most ITIL exams, including ProctorU.  If you have any questions or would like to learn more about your exam options, please call us at 1-888-THE-TREE (843-8733).
 
ITIL® is a registered trade mark of AXELOS Limited.

Enhance Your Credentials with Professional Certification

Learning Tree's comprehensive training and exam preparation guarantees that you will gain the knowledge and confidence to achieve professional certification and advance your career.

Learning Tree is an official strategic partner of the product owner, AXELOS and an Accredited Training Provider (ATO) of the APM Group. As an accredited training organization (ATO), Learning Tree and its trainers have been approved to deliver this course and invigilate ITIL exams. Read more ...

This course qualifies for 19 CPE credits from the National Association of State Boards of Accountancy CPE program. Read more ...

Earn 19 PDUs


PMI, the Registered Education Provider logo, PMP, CAPM, PMI-ACP,
and PMBOK are marks of the Project Management Institute, Inc.

This course is approved by PMI® for 19 professional development units (PDUs). For more on the Project Management Institute and a full list of courses approved for PDUs.

Business & Strategic : 19 PDUs

Read more ...

“Although I have more than 20 years of practical experience in the IT field, I learned a lot of new methods and procedures in the ITIL course that helped me make better use of the latest technology.”

- G. Manjuluri, Software Engineer
Verizon Communications

Prev
Next