Course Description

Course Overview

The ITIL Continual Service Improvement (CSI) course focuses on the principles and practices of the CSI stage within the ITIL service lifecycle. This course provides participants with a comprehensive understanding of how to plan, implement, and optimize IT service improvements in alignment with business objectives. Participants will learn how to identify areas for improvement, establish measurement frameworks, and implement a culture of continual improvement within their organization. The CSI course is ideal for IT professionals involved in service management, process owners, and individuals seeking to enhance their knowledge of service improvement.

Prerequisites

To enroll in the ITIL Continual Service Improvement course, participants must hold the ITIL Foundation certificate. It is also recommended to have practical experience in IT service management or participation in the ITIL Foundation course.

Methodology

The course will be delivered through instructor-led training, interactive discussions, case studies, and group exercises. Participants will engage in practical scenarios and real-world examples to understand the CSI principles and apply them in different contexts. The course may include individual or group assignments to reinforce learning outcomes and encourage active participation.

Course Outline

• Introduction to Continual Service Improvement
• Overview of the CSI stage within the ITIL service lifecycle
• Objectives, scope, and benefits of Continual Service Improvement
• CSI Principles and Concepts
• The Deming Cycle (Plan-Do-Check-Act) and its application in CSI
• Key concepts and terminology related to CSI
• The role of metrics, measurement, and reporting in CSI
• CSI Approach and Activities
• Defining a CSI approach and strategy
• Establishing governance and organizational change management for CSI
• Implementing the seven-step improvement process
• Measurement and Metrics
• Defining measurement frameworks and selecting appropriate metrics
• Collecting and analyzing data for improvement initiatives
• Reporting and communicating CSI progress and achievements
• Continual Service Improvement Techniques
• Applying techniques such as benchmarking, SWOT analysis, and balanced scorecards
• Conducting maturity assessments and gap analysis
• Using service measurement frameworks and models
• Implementing CSI in Practice
• CSI implementation considerations and challenges
• Engaging stakeholders and creating a culture of continual improvement
• Embedding CSI within the organization’s processes and practices
• Exam Preparation
• Review of key concepts and exam objectives
• Practice questions and mock exams

Outcome

Upon completing the ITIL Continual Service Improvement course, participants will:

• Develop a thorough understanding of the CSI principles, concepts, and activities
• Gain knowledge of measurement frameworks, metrics, and reporting for service improvement
• Acquire the skills to plan, implement, and optimize IT service improvements
• Be prepared to contribute to the CSI stage within the ITIL service lifecycle
• Be ready to take the ITIL Continual Service Improvement certification exam

Labs

The ITIL Continual Service Improvement course may include practical labs or exercises to reinforce the learning objectives. Some potential lab activities could include:

• Developing a CSI approach and strategy for a fictional organization
• Conducting a measurement analysis and selecting appropriate metrics
• Analyzing and interpreting data to identify improvement opportunities
• Creating a communication plan to report CSI progress