1 An Introduction to the Continual Service Improvement

• Get familiar with the Continual Service Improvement
• Know about the Official Publication of CSI
• The Value to the Business
• Learn what is intangible to the Business?
• About the Continual Service Improvement Approach
• Learn about the context lie within the service lifecycle
• The context of the service strategy
• The context of the service design
• The context of the service transition
• The context of the service operation
• The context of the continual service improvement
• CSI inputs and outputs by the lifecycle stages
• Understand the successful CSI approaches
• The continual service improvement and the service lifecycle

2 Principles of Continual Service Improvement

• What are the principles of Continual Service Improvement?
• Understanding of the CSI and the Organizational Changes
• The ownership
• CSI Register
• What is Service level management?
• What are the business values of the Service Measurement?
• Understand the Baseline
• Learn about the Knowledge Management
• Understand all the seven step improvement process
• Understand the seven step integrated with the PDCA
• Understand the concept of Governance
• Learn about the IT Governance
• Know the types of Governance
• What is Enterprise Governance?
• Know about the Framework, Standards, Models and the Quality System
• Understand the Frameworks
• The Models
• Know the standards
• What is Quality System?
• Learn what is Plan-Do-Check-Act Cycle?
• The Critical Success Factor

3 The Continual Service Improvement Process

• Understand the Continual Service Improvement Process
• Learn what is the seven step improvement process?
• Understand its value to the business
• The Policies
• Know the Policy Examples of the Monitoring Services
• The basic concepts
• The Process activities, its methods and techniques
• What is the seven step improvement Process?
• Identifying the strategy for the improvement
• Describe what you will measure?
• Compile the Data
• Processing the Data
• Analyzing the information and the data
• Present and the use the information
• Examples of the SLAM Chart
• Implementing the Improvement
• Learn about the Triggers, Inputs and Outputs
• Know the Interfaces
• The Process Involved in gathering as well as processing the data
• Learn about the processes that are involved in analyzing the data
• Learn about the processes involved in presenting as well as using the information
• The process involved in the implementation of improvement
• What are the critical success factors and the key performance indicators?
• Know the Challenges
• Learn about the Risks

4 How to Organize the Continual Service Improvement?

• Learn about the methods of continual service improvement
• The Assessments
• Know when to access
• Learn what to access
• Learn how to access
• Know about the Gap Analysis
• What is Benchmarking?
• Learn about the benchmarking procedures
• The cost of benchmarking  
• The Value of benchmarking
• The benchmarking as a level (for change)
• The benchmarking as a steering                instrument
• The categories of benchmarking
• The benefits of benchmarking
• Know what to benchmark
• Benchmarking- who all are involved?
• Industry norms – a comparison
• The approach of benchmarking
• Know what is Service Measurement?
• Design and create the service measurement framework
• Know the different levels of measurement and the reporting
• Know about the service measurement model
• Know about the service management process measurement
• Service                 management model
• Creating the measurement grid
• Know the Metrics
• Know how many CSFs and KPIs are there
• Know how many types of KPIs are there
• What is Tension Metrics?
• Know about the Goals and metrics
• How to interpret and use the metrics?
• How to use measurement and metrics?
• How to create scorecard and the reports?
• Setting the targets
• Know about the balanced scorecard
• Know about the IT balanced scorecard
• Learn about the SWOT Analysis
• Understand the sample SWOT analysis for the CSI
• The return on investment
• Examples of ROI
• Examples of value on investment
• Know how to establish the business case
• Know about the Service reporting
• Learn about the CSI and the availability management
• Component failure impact analysis and the CSI
• Learn about the fault tree analysis and the CSI
• Learn about the service failure analysis and CSI
• Know what is technical observation and CSI
• The CSI and capacity management
• How to connect the business and the service capacity management
• The Event management
• Understand the workload and the demand management for CSI
• The IT service continuity management use in the CSI
• Understand the risk register and the CSI
• What is Risk Register?
• Know about the Problem Management and the CSI
• What is the Knowledge Management and the CSI

5 Organizing for the Continual service Improvement

• Learn how to organize for the continual service improvement
• Know about the service manager
• Understand the role of a service manager
• Understand the role of a service owner
• Understand the role of a process owner
• Understand the role of a process manager
• Understand the role of a Process Practitioner
• Learn about the seven-step improvement roles
• Know the role of a CSI manager
• Know about the activities and the skill levels that are needed for CSI
• Learn what is responsibilt model – the RACI
• The examples of the RACI matrix

6 Learn about the Technology Consideration

• Know about the Technology Consideration
• What are the tools that support the CSI Activitie?
• Know about the IT Service Management Suites
• Learn about the Systems & Network Management
• Know what is event management?

What is Problem Resolution?

• The Performance Management
• Tools for Statistical Analysis
• Learn about the Project and the Portfolio Management
• What is Financial Management?

The Reporting

7 Implementing the Continual Service Improvement

• Know how to Implement the Continual Service Improvement?
• What are the critical considerations for implementing the CSI?
• Where to Start?
• Governance
• COBIT working as Governance Framework
• CSI and the Organizational Changes
• Know about the Communication Strategy and the Plan

8 What are the Challenges, Critical Success Factor and the Risks?

• Know about the Challenges, the Critical Success Factor and the Risks
• Learn about the Challenges
• What is the Critical Success Factor?
• The Risks

1 Get an Introduction and Overview of ITIL Service Design

• The Purpose and goals
• What is the Scope of service design?
• Doing it right the first time
• Designing the new & changed service

2 Key Principles of the ITIL Service Design

Know about the five aspects of service design

• Designing the service solutions
• Designing the supporting systems and the service portfolio
• Know about the Technology architectures, processes and design aspects
• Understand the Measurement, methods and metrics
• The principles of Service-oriented architecture

Develop understanding of Holistic service design

• Design activities and their constraints
• The importance of balanced design
• Service requirements, business requirements & drivers

Know the Four Ps of Design

• People
• Products
• Processes
• Partners

3 Learn about the Service Design Processes

Understand the Service catalog management

• Learn to provide a central source of information on the IT services delivered to the business by the service provider
• Learn to ensure the business can view an accurate and consistent picture of IT services available, including details and status

Understand the Service level management

• Learn to Negotiate, agree and document the appropriate IT service targets with the business
• Learn to monitor and produce the reports on delivery against agreed level of service

What is Capacity management?

• Matching the capacity of IT to agreed business demands
• Understand the concept of Right resource, right time, right cost

What is Availability management?

• Learn to ensure that the availability targets are measured and achieved in a cost-effective manner
• Understand the concept of Building availability into the design

Understand the IT service continuity management

• Learn to maintain the ongoing recovery capability to match agreed needs, requirements and time scales
• Developing the service continuity and recovery plans
• Aligning the plans with business needs over time

4 What are the Primary Activities of Service Design?

The Technology-related activities

• Understand the requirements engineering: requirement types, activities and techniques
• Learn about the Data and information management activities
• Know the Techniques within application management
• Learn to Investigate the service design requirements

Achieving the balance between design and existing strategies

• Ensuring the inclusion of governance and security controls
• Assembling the service design package
• Producing, maintaining and revising all the services, design processes and documents
• Liaising with other design and the planning activities
• Aligning with the corporate and IT strategies

5 How to Organize the Service Design?

• Roles appropriate within service design
• Functional role analysis and the use of the RACI matrix
• Defining service design responsibilities
• Aligning the information security with business security
• Managing the suppliers to ensure quality and value

6 Understanding the Service Design and Technology

• Know the Technology considerations for service design
• Learn about the tools that benefit service design
• Requirements for the service design

7 Know the Implementation Challenges and Risks

• Know the six-stage implementation approach
• Measurements of the service design
• Learn to Outline the challenges and risks facing service design
• Learn to Establish the critical success factors and Key Performance Indicators (KPIs)
• Developing the risk-benefit analyses

1 An Introduction to the ITIL Intermediate Service Strategy (SS)

Know the Core concepts

• The Purpose and objectives of the Service Strategy
• Scope of the service strategy and value to the business

The Service Strategy and the overall ITIL lifecycle

• Strategy concepts & practices
• The context of the service strategy in the relation to design, transition, operation and the continual service improvement
• Exploring the strategic perspectives, plans and positions

2 Principles of the ITIL Service Strategy

How to perform deciding on the service strategy?

• Defining the services
• A basic approach to the deciding a strategy

Using the four Ps of service strategy

• The Perspective
• The Position
• The Plan
• The Pattern

Know about the Strategy and opposing dynamics

• Leveraging the combined use of the utility and warranty
• Defining and creating the value
• Know about the Assets: customer, service and strategic
• Choosing the service providers

Meeting the business outcomes

• Outperforming the competitors
• Learn about the Service economics and sourcing strategies
• The Strategy inputs and outputs within service lifecycle

3 An Understanding of the Service Strategy Processes

Creating an effective service strategies

• Integrating all the five service strategy processes
• Creating the value for the business
• Learn about the Strategy execution

Strategy and financial management for IT services

• Purpose and objectives
• Describing the process activities

Service portfolio management

• Identifying process activities, methods and techniques
• Applying value to business

Demand management

• Strategies for demand management
• Profiling, segmentation and service packaging strategies
• Demand and customer outcomes

Business relationship management

• Distinguishing triggers, inputs, outputs and interferences
• Critical success factors and key performance indicators
• Challenges and risks

4 Analyzing IT Governance

What is IT governance?

• How strategy relates to governance
• Setting strategy
• Leveraging governance frameworks and bodies to set strategy

Implementing governance

• Evaluate, direct, monitor
• Producing a governance framework
• Distinguishing governance bodies

5 Technology Considerations

Organizing for service strategy

• Identifying organizational development
• Applying organizational departmentalization
• Deciding organizational design

Technology and service strategy

• Automating service
• Analyzing and producing service interfaces

6 Implementing Service Strategy

• Developing implementation strategies that follow a lifecycle approach
• Implementation through the lifecycle
• Following a lifecycle approach

7 Critical Success Factors and Risks

• Providing insight and guidance for strategic challenges, risks and critical success factors
• Determining the viability of strategic positions and plans
• Challenges, benefits and risks
• Types of risks and high-level approaches for mitigating risk

1 ITIL Service Transition: An Introduction & Overview

• Know about the Purpose and objectives
• How to Link service transition to other ITIL lifecycle stages
• How the service transition creates the business value
• The principles of Service transition: the concept of the service and the role of the utilities and warranties

2 Know about the Key Principles of the Service Transition

• How to Establish a formal policy and common framework for implementation of all required changes
• Know the Supporting knowledge transfer, the decision support and reuse of processes, systems and other elements
• How to anticipate and manage the course corrections
• Ensuring the involvement of service transition requirements throughout lifecycle
• Optimizing the service transition performance as well as typical metrics that can be used

3 Learn about the Primary ITIL Processes within Service Transition

Understand the Change management

• How to manage changes in a controlled and consistent manner with the minimum disruption
• Maintaining the standardized methods for efficient and prompt handling of all changes
• Acknowledging as well as reducing the business risk

Know about the Service asset and configuration management

• Identifying, controlling and accounting for the service assets and CIs
• Recording all changes in the configuration management system

The Knowledge Management

• Enabling informed decision-making with a service knowledge management system
• The Data-to-Information-to-Knowledge-to-Wisdom structure

Release as well as deployment management

• Assembling and positioning all aspects of services into production
• Establishing the effective use of new or changed services
• Delivering the changes at optimized speed, risk and cost

Know about the Other considerations

• Transition planning and the support
• The Service validation and testing
• Evaluating the performance vs. expectations

4 Managing People through the Service Transitions

• The nature, purpose and the value of supporting the service transition activities
• Managing the communications and commitment
• Managing the organizational and stakeholder change
• Learn about the Stakeholder management
• The role and requirements of the service transition in other ITIL processes

5 How to Organize for the Service Transition?

• Know about the roles and responsibilities
• How to apply the service transition to multiple circumstances?
• How to identify the organizational context?

6 Learn about the Technology-Related Issues

• Defining the technology and tool requirements
• Analyzing the technology requirements for the elements of the service transition
• Supporting the service transition through technology
• Integrating the service transition into the entire lifecycle
• Matching technology to the organizational situation

7 Implementing as well as Improving the Service Transition

• Implementing the service transition in the virtual or cloud environment
• The challenges facing service transition
• Identifying the CSFs and risks that affect the viability of the new and changed services
• Establishing the critical success factors and the Key Performance Indicators (KPIs)
• Estimating the benefits and risks for new or changed services
• Incorporating an external factors into the analysis