ITIL® v3 Intermediate Qualification: Continual Service Improvement

• Embedding CSI into organizational processes
• Explaining how CSI creates business value
• Illustrating the interfaces to other ITIL lifecycle stages

Purpose of Service Measurement

• Validating previous decisions
• Directing activities in order to meet set targets
• Justifying that a course of action is required
• Intervening at the appropriate point to take corrective action

Principles of Continual Service Improvement
Defining ownership and roles

• Manager, service owner, service level manager
• Service level management and measurement

Predicting and reporting service performance vs. targets

• Using customer satisfaction surveys
• Conducting maturity assessments
• Verifying employee and process compliance
• Employing frameworks and standards

The 7-Step Improvement Process
Determining what to measure

• Defining what you should measure: measurements that fully support the goals of the organization
• Defining what you can measure
• Conducting gap analysis to identify what is or can be measured today and what is ideally required

Gathering the data with monitoring tools and manual processes

• Processing the data to provide end-to-end perspective on service and/or process performance
• Analyzing the data: targets met, developing trends, corrective actions required, cost to fix
• Presenting and using the information
• Implementing corrective actions

Supporting Processes

• Implementing service reporting and policies
• Service measurement: using and interpreting metrics
• Creating a return on investment
• Establishing a business case
• Measuring benefits to the business

Methods and Techniques
Activities for delivering Continual Service Improvement

• Benchmarking
• Establishing a Balanced Scorecard to drive CSI
• Initiating a SWOT analysis
• Employing the Deming Cycle

Key metrics

• Technology metrics
• Process metrics (CSFs and KPIs)
• Service metrics

Organization and Technology Issues

• Defining roles and responsibilities
• Choosing organizational structures that support CSI
• Specifying tool requirements for implementation success

Implementing Continual Service Improvement
Key considerations

• Analyzing where to start
• Relating the role of governance
• Determining the effect of organizational change
• Constructing a communications strategy and plan

Implementation challenges and risks

• Establishing critical success factors and KPIs
• Developing risk-benefit analyses for adoption of Continual Service Improvement

• Pre-course reading required
• Approximately 1 hour of home study each evening
• Course fee includes the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam
• The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day