• Classroom
  • Online, Instructor-Led
  • Online, Self-Paced
Course Description

This 3-day course, defined in the ITIL continual service improvement volume, aims to align and realign IT services to changing business needs by identifying and implementing improvements to the IT services that support the business processes. It incorporates many of the same concepts articulated in the Deming Cycle of Plan-Do-Check-Act. The perspective of CSI on improvement is the business perspective of service quality, even though CSI aims to improve process effectiveness, efficiency and cost effectiveness of the IT processes through the whole lifecycle. To manage improvement, CSI should clearly define what should be controlled and measured.

CSI needs to be treated just like any other service practice. There needs to be upfront planning, training and awareness, ongoing scheduling, roles created, ownership assigned, and activities identified to be successful. CSI must be planned and scheduled as process with defined activities, inputs, outputs, roles and reporting. Continual Service Improvement and Application Performance Management (APM) are two sides of the same coin. They both focus on improvement with APM tying together service design, service transition, and service operation which in turn helps raise the bar of operational excellence for IT.

Improvement initiatives typically follow a seven-step process:
1. Identify the strategy for improvement
2. Define what you will measure
3. Gather the data
4. Process the data
5. Analyze the information and data
6. Present and use the information
7. Implement improvement

Learning Objectives

  • Understanding Service Management as a Practice and CSI principles, purpose and objective
  • Understanding how all CSI processes interact with other Service Lifecycle processes
  • The sub-processes, activities, methods and functions used in each of the CSI processes
  • The roles and responsibilities within CSI and the activities and functions to achieve operational excellence
  • How to measure CSI performance
  • Understanding technology and implementation requirements in support of CSI
  • The challenges, critical success factors and risks related with CSI

Framework Connections

The materials within this course focus on the Knowledge Skills and Abilities (KSAs) identified within the Specialty Areas listed below. Click to view Specialty Area details within the interactive National Cybersecurity Workforce Framework.