ITIL V3 Service Lifecycle - Continual Service Improvement (CSI)

Transcription

1 ITIL V3 Service Lifecycle - Continual Service Improvement (CSI) Course Length: 3 Days Course Overview This hands-on course leads to a Certificate in ITIL V3 Service Lifecycle Management - Continual Service Improvement. Upon successful completion, students can expect to gain competency in continual Service Improvement Principles, continual Service Improvement Processes, continual Service Improvement Methods and Techniques, continual Service Improvement technology related activities, organization and technology for Continual Service Improvement, and understanding Implementation approaches, challenges, and critical success factors & risks. The main focus is the Lifecycle itself, the use of process and practice elements used within it, and the management capabilities needed to deliver quality Service Management practices in an organization. Prerequisites There are no prerequisites for this course. Audience This program is for IT professionals in an IT environment requiring a detailed understanding of the processes, functions and activities associated with the Continual Service Improvement domain of the ITIL Service Lifecycle. The Service Lifecycle series will be of interest to candidates wishing to obtain knowledge of V3 practices within the Service Lifecycle context. Course Outline Part 01 Chapter 00 - Course Organization Agenda - Overview Courseware Usage Courseware Conventions ITIL Capability Exam ITIL Qualification Scheme 5min 8min

2 Getting Started Free Stuff Review Chapter 01 - ITIL Concepts ITIL Concepts You say ITIL, I say Origins of ITIL ITSM - A Real World of Experience Process Oriented ITIL Lifecycle Oriented ITIL The History of ITIL Why Refresh? Need-to-Know ITSM Concepts Good Practice IT Service Management Service Service Model Framing Service Value Function Process - Role What is a Process? Process Characteristics IT Governance & Service Lifecycle The Service Lifecycle Value to the Business ITIL Concepts Review 39min Part 02 Chapter 02 - Continual Service Improvement Continual Service Improvement The Service Lifecycle Managing Across the Lifecycle Purpose of CSI CSI Objectives CSI Scope CSI Model Business Questions for CSI Value to Business Justification Benefits Cost The Principles of CSI CSI & Organizational Change Ownership Role Definitions Drivers Service Level Management Continual Improvement Service Measurement 44min

3 Knowledge Management Governance Frameworks, Models & Quality Systems Continual Service Improvement Review Chapter 03 - CSI Processes CSI Processes 7-Step Improvement Process Identify the Context Step 1 Define Data Requirements Step 1 Inputs Step 2 Define Data Capability Step 2 Inputs Step 3 Gather Data Step 3 - Inputs Step 4 Process Data Step 4 Inputs Vision to Measurement Step 5 Analyze Data Step 6 Present & Use Data The Balanced Scorecard Step 7 Implement Corrective Action Benefits CSI & Lifecycle Integration Financial Management Service Level Management Availability & Capacity Management Security Management Change Management Incident Management & Service Desk Problem Management Metrics & Measures Reporting Policy & Rules CSI Processes Review 41min Part 03 Chapter 04 - Reporting & Measurement Reporting & Measurement Reporting Service Measurement Objectives Measurement & Reporting Frameworks Reporting Levels Management Domains Measurement Definition Setting Targets Process Measurements Measurement Framework Grid 23min

4 Scorecard & Reports Return on Investment CSI & Service Level Management Reporting & Measurement Review Chapter 05 - Methods & Techniques Methods & Techniques Assessment Gap Analysis Service Gap Model Benchmarking Measurement & Reporting Frameworks Balanced Scorecard S.W.O.T. Analysis The Deming Cycle Other Lifecycle Processes & Methods Availability Capacity Continuity Management Problem Management Change, Release & Deployment Management Knowledge Management Methods & Techniques Review 26min Part 04 Chapter 06 - Organizing for Continual Service Improvement Organizing for Continual Service Improvement Organizing CSI Mapping Activities & Skills Who Does What to Whom? The RACI Model Functional Roles Analysis Activity Analysis Roles & Responsibility Service Manager CSI Manager Service Owner Organizing for Continual Service Improvement Review Chapter 07 - Technology for Continual Service Improvement Technology for Continual Service Improvement Tools & Technology IT Service Management Suites System & Network Management Event Management Incident/Problem Management Performance Management Statistical Analysis 17min 12min

5 Project & Portfolio Management Financial Management Business Intelligence Reporting Technology for Continual Service Improvement Review Chapter 08 - Implementing CSI Implementing CSI Getting Started Governance CSI & Organizational Change Communication Strategy & Plan Roles & Inputs to CSI Model Challenges Critical Success Factors Risks Implementing CSI Review Course Closure 24min Total Duration: 3h 58m