Curso de ITIL® Intermediate Continual Service Improvement 2011 Edition Online / Distancia en New Horizons Madrid

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This course is recommended for 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® Service Transition phase of the ITIL® core Lifecycle and the affected processes, functions and activities and their application.

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El curso es impartido en español. Leer más


The ITIL® CSI (Continual Service Improvement) course is part of the ITIL® Intermediate Lifecycle stream. The course prepares candidates to take the ITIL® CSI exam as well as providing valuable knowledge that can be implemented.


Course Objectives:

This qualification presents a complete overview of CSI including all its related activities: to continually align and realign IT services to changing business needs by identifying and implementing improvements to IT services that support business processes. This qualification reviews improvement activities as they support the Lifecycle approach through Service Strategy, Service Design, Service Transition and Service Operation.
Candidates can expect to gain competencies in the following:
Introduction to CSI
CSI principles
CSI process
CSI methods and techniques
Organizing for CSI
Technology considerations
Implementing CSI
Challenges, critical success factors and risks
In addition, the training for this certification should include examination preparation, and a mock examination opportunity.


Related Certifications:

- ITIL Intermediate Continual Service Improvement
- ITIL Intermediate Life Cycle


Related Exams:

- ITIL Continual Service ImprovementLeer menos

Course Outline

1 - Course Introduction
Purpose, objectives and measurements of CSI
The scope of CSI
Activities that support CSI
The value to 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 Leer más

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

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

4 - Methods & Techniques
The Goal of CSI
The PDCA Cycle
Assessments
Process maturity
Benchmarking and CSI
Service measurements
Metrics (Balanced Scorecard)
SWOT analysis

5 - Organizing CSI
Roles in ITIL®
Activities and skill levels
Role comparison matrices
RACI

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

7 - Implementing CSI
Where to start
Role of Governance in CSI
Organizational Change and CSI (Kotter)
Communications Strategy and Plan

8 - Challenges, Critical Success Factors and Risks
CSI Challenges
Critical Success Factors
Risks
Value
Benefits
Costs

9 - Note
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

El temario del curso puede variar en función del centro. Póngase en contacto con nuestro departamento comercial para obtener más información.Leer menos