ITILĀ® Service Lifecycle - Continual Service Improvement
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Overview:
ITIL provides businesses with a customisable framework of best practices to achieve quality service and overcome difficulties associated with the growth of IT systems.
This hands-on course leads to a Certificate in ITIL® 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, organisation and technology for Continual Service Improvement, and understanding Implementation approaches, challenges, and critical success factors and 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 organisation.
Module 1: Course Introduction
Lesson 1: Course Organisation
Welcome to the Course!
Mentoring Community Introductions
Why Are You Here?
Using Bloom's Taxonomy
What do you Expect?
Housekeeping Online
Lesson 2: Course Conventions and Agenda
Conventions Used
Quizzes and Exercises
ITIL Qualification Scheme
ITIL Lifecycle Exam
Getting Started with an Online Class
Chapter 01 Review
Module 2: Continual Service Improvement
Lesson 1: Introduction to CSI
CSI & the Service Lifecycle
Managing Across the Lifecycle
Purpose, Goals, & Objectives of CSI
Scope of CSI
Value of CSI
Lesson 2: Principles of CSI
Principles of CSI
CSI Approach
Business Questions for CSI
CSI & Organisational Change
Ownership
CSI Register
Drivers
Service Level Management
Knowledge Management
PDCA & Continual Improvement
Value of Benchmarking
Service Measurement
Baselines
Metrics & Measurement
7-Step Improvement Process
Governance
Frameworks, Models & Quality Systems
Role Definitions
Lesson 3: CSI Summary
Continual Service Improvement Summary
CSI Checkpoint
Chapter 02 Review
Module 3: 7-Step Improvement Process
Lesson 1: 7-Step Improvement Introduction
Introduction
Purpose, Goals & Objectives
Scope
Business Value
Policies, Principles & Concepts
Lesson 2: 7-Step Improvement Activities
7-Step, Activities, Methods & Techniques
Step 1 - Strategy for Improvement
Step 2 - Define Measurement
Step 3 - Gather Data
Step 4 - Process Data
Step 5 - Analyse Information & Data
Vision to Measurement
Step 6 - Present & Use Information
Service Level Agreement Monitoring Chart
Step 7 - Implement Improvement
Lesson 3: Lifecycle Integration
Lifecycle Integration
Financial Management
Service Level Management
Availability and Capacity Management
Security Management
Change Management
Incident Management and Service Desk
Problem Management
Metrics and Measures
Reporting Policy and Rules
Lesson 4: 7-Step Improvement Context
Relationships
Triggers, Inputs and Outputs
Information
Critical Success Factors
Challenges and Risks
Lesson: 7-Step Improvement Process Summary
7-Step Improvement Process Summary
Checkpoint
Chapter 03 Review
Module 4: Reporting, Methods and Technology
Lesson 1: Reporting and Measurement
Reporting and Measurements
Reporting
Service Measurement
Objectives
Measurement and Reporting Frameworks
Reporting Levels
Management Domains
Measurement Definition
Setting Targets
Process Measurements
Measurement Framework Grid
Scorecard and Reports
Return on Investment
CSI and Service Level Management
Lesson 2: CSI Methods and Techniques
Methods and Techniques
Assessment
Gap Analysis
Service Gap Model
Benchmarking
Measurement and Reporting Frameworks
Balanced Scorecard
S.W.O.T. Analysis
The Deming Cycle
Other Lifecycle Process and Methods
Availability
Capacity
Continuity Management
Problem Management
Change, Release and Deployment Management
Knowledge Management
Lesson 3: Technology for CSI
Tools and Technology
IT Service Management Suits
System and Network Management
Event Management
Incident/Problem Management
Performance Management
Statistical Analysis
Project and Portfolio Management
Financial Management
Business Intelligence Reporting
Lesson 4: Reporting, Methods and Technology Summary
Reporting, Methods and Technology Summary
Checkpoint
Chapter 04 Review
Module 5: CSI Organisation and Implementation
Lesson 1: Organising for CSI
Organising CSI
Mapping Activities and Skills
Who Does What to Whom?
The RACI Model
Functional Role Analysis
Activity Analysis
Roles and Responsibility
Service Owner
Process Owner
Process Manager
Process Practitioner
CSI Manager
Lesson 2: Implementing CSI
Getting Started
Governance
CSI and Organisational Change
Communication Strategy and Plan
Roles and Inputs to CSI Approach
Challenges
Critical Success Factors
Risks
Lesson 3: CSI Technology and Implementation Summary
CSI Organisation and Implementation Summary
Checkpoint
Chapter 05 Review