ITIL® Continual Service Improvement

19 Mar, 2019 IT Strategic & System, Jakarta 0

Event

Program Description:

The ITIL® Intermediate Qualification Continual Service Improvement (CSI) certificate is a free-standing qualification but is also part of the ITIL Intermediate Lifecycle stream and one of the modules that leads to the ITIL Expert Certificate in IT Service Management (ITSM). The purpose of this training module, associate exam, and certificate is respectively to impart, test, and validate the knowledge on industry practices in IT Service Management as documented in the ITIL Continual Service Improvement publication.

Program Objectives:

At the end of the program, the participants will be able to:

Understand the ITIL Continual Service Improvement
Know and understand the CSI principles and processes
Define CSI methods and techniques
Organize for Continual Service Improvement
Identify the challenges, critical success factors, and risks
Implement the CSI into enterprise

Target Audience

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, and IT security managers who require a detailed understanding of the ITIL Continual Service Improvement phase of the Lifecycle and the affected processes, functions and activities, and the application.

Duration:

This program is 4 days of intensive training class.

Requirement:

An ITIL® Foundation certificate is required and preferably two years of work experience in an IT Service Management environment.

Assessment:

At the end of the program, the participants will be assessed with 90 minutes of ITIL® Continual Service Improvement Exam.

Award:

ITIL® Continual Service Improvement Certification will be awarded upon successfully passing the exam from APMG International (ITIL Accredited Examination Institute – UK)

Program Modules ITIL® Continual Service Improvement:

Module 1 : Introduction

Purpose, objectives, and measurements of CSI
The scope of CSI
Activities that support CSI
The value to the business
Continual Service Improvement approach
The business questions to CSI
The context of CSI in the ITIL service lifecycle
Inputs and outputs of CSI
The ITIL certification scheme

Module 2 : CSI Principles

CSI and organizational change
Ownership of CSI
The CSI register
CSI and service level management
CSI and knowledge management
The deming cycle
Service measurement
The seven step improvement process
Governance
Frameworks, models, standards, and quality systems

Module 3 : Processes

The seven step improvement process
Scope
Value to the business
Principles and basic concepts
Triggers, inputs, outputs
Interfaces with other processes and roles
CSF’s and KPI’s
Challenges

Module 4 : Methods and Techniques

The goal of CSI
The PDCA cycle
Assessments
Process maturity
Benchmarking and CSI
Service measurements
Metrics (Balanced Scorecard)
SWOT analysis

Module 5 : Organizing CSI

Roles in ITIL
Activities and skill levels
Role comparison matrices
RACI

Module 6 : Technology Considerations

Tools that enable and support CSI activities
IT Service Management Suites
System and network management
Event management
Automated incident/problem resolution
Performance management
Statistical tool analysis
Project and portfolio management
Financial management
Business intelligence reporting

Module 7 : Implementing CSI

Where to start
Role of governance in CSI
Organizational change and CSI (Kotter)
Communications strategy and plan

Module 8 : Challenges, Critical Success Factors, and Risks

CSI challenges
Critical success factors
Risks
Value
Benefits
Costs

Module 9 : Appendices

Business case study and exercises
Mock exams and guidance
Glossary
Evaluation forms
Return on Investment
Service reporting
CSI and other SM processes

VENUE AND TIME

Time : 09.00AM – 05.00PM

Venue : AXA Tower Kuningan City, Jakarta Selatan

SCHEDULE

20 – 23 May 2019
22 – 25 July 2019
09 – 12 September 2019
18 – 21 November 2019