Course Description

Special notes

This course is currently moving through the APMG qualification process, which is outside of the control of HP Education and other training providers. Although HP Education anticipates the information in this description will reflect what APMG will eventually approve, it is subject to change. If you register for this course, please be assured that HP Education will be managing this course's schedule in a normal way.

Course overview

ITIL Continual Service Improvement links improvement efforts and outcomes with the other lifecycle stages of Service Strategy, Design, Transition and Operation. Successful implementation of CSI best practices enables IT organizations and their users and customers to create and maintain business value through improved design, transition and operation of services. In this course, you learn how to plan, implement and optimize the Continual Service Improvement processes. The course also prepares you to Continual Service Improvement exam.

Prerequisites

• ITIL v3 Foundation certification (from HF421S ITIL v3 Foundation or HE785S ITIL v3 Foundation Bridge)
• Note: Students must be able to provide certification proof in order to take the exam

Audience

• Audience here

Course objectives

• Introduction and Overview
• Goals and scope of CSI
• Purpose of Service Measurement
• Principles of Continual Service Improvement
• Defining ownership and roles
• Predicting and reporting service performance vs. targets
• The 7-Step Improvement Process
• Determining what to measure
• Gathering the data with monitoring tools and manual processes
• Supporting Processes
• Methods and Techniques
• Activities for delivering Continual Service Improvement
• Key metrics
• Organization and Technology Issues
• Implementing Continual Service Improvement
• Key considerations
• Implementation challenges and risks

Next steps

• Other ITIL V3 Capability and Life Cycle courses - click here for guidance