Overview/Description
IT organizations should incorporate service improvement continually throughout the lifecycle of every service they provide to their customers. Within ITIL, Continual Service Improvement (CSI) is a phase of the Service Lifecycle that provides IT organizations the tools and processes necessary to continually improve their services. This course is intended to help learners understand how CSI will improve the services they offer their customers.
Target Audience
For information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL V3 Foundation exam.
ITIL V3 - Continual Service Improvement Fundamentals
identify the metrics organizations gather to support CSI activities
sequence examples that illustrate the steps in the 7-step improvement process
identify the role of SLAs and SIPs in Service Level Management
recognize how to determine metrics and measurements, how to implement the 7-step improvement process in a given example, and how Service Level Management activities support CSI.
Match process owner, service owner, service manager, and CSI manager with responsibilities
identify the roles involved in the 7-step improvement process
recognize how to implement the Deming cycle in CSI in a given example
sequence the steps in the CSI model
identify the characteristics of the RACI authority matrix
recognize CSI roles and responsibilities and how models support CSI