Continual Service Improvement for ITIL®

While examining real-world examples of the adoption and adaptation of ITIL® recommendations, this officially accredited course will also help prepare you for the CSI exam.
Course info
Level
Intermediate
Updated
Mar 13, 2018
Duration
4h 27m
Table of contents
Course Overview
Reviewing Key Terms and Concepts of CSI
Mastering the Key Principles of CSI
Implementing Service Improvements Reliably: The CSI Process
Assessing Service Capabilities
Knowing You Have a Problem
Measuring and Reporting Service Value Objectively
Increasing Value by Improving Warranty
Organizing for CSI
Uplifting CSI with Tools and Technology
Implementing CSI
Measuring the Success of CSI Itself
Preparing for the CSI Exam
Description
Course info
Level
Intermediate
Updated
Mar 13, 2018
Duration
4h 27m
Description

To remain a strategic asset for their customers, IT service providers must continually improve the performance of their technologies, processes, and services. In this course, Continual Service Improvement for ITIL®, you will learn how to keep in step with the ever-changing demands and needs of the business by identifying and implementing improvements while reducing the impact of constraints on time, people, and money. First, you will master the key principles of CSI. Next, you will discover how to add value while implementing CSI. Finally, you will see how to measure the success of CSI itself. When you’re finished with this course, you’ll have a repeatable methodology for monitoring and improving service delivery regardless of the size, scope, and mission of the IT service provider.

About the author
About the author

Terry is an IT veteran with over 12 years of service management best-practice experience, including executive, management and technical roles. Terry is also an accomplished trainer with over 20 years of experience in instructional design and delivery.

Transcript
Transcript

Hello everyone. I’m Terry Decker.

ITIL describes 5 stages of the life cycle of a service. While the 5 stages may be considered equal, Continual Service Improvement may be more equal than others.

To remain a strategic asset for their customers, IT service providers must continually improve the performance of their technologies, processes, and services. They must keep in step with the ever-changing demands and needs of the business by identifying and implementing improvement while simultaneously reducing the impact of constraints on time, people and money.

This course provides expert guidance of a repeatable methodology for monitoring and improving service delivery regardless of the maturity, size, scope, and mission of your IT service organization. Not only does it address the principles, techniques, and activities of continual improvement, this CSI course explores common barriers to organizational change and methods for overcoming them.

While examining real world examples of the adoption and adaptation of ITIL’s recommendation, this officially accredited course also offers expert guidance for your success of the completion of the CSI exam.