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Workday HCM Demo New Batches Starting from Monday... 13-11-2017
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ITIL CSI Online Training



The ITIL Continual Service Improvement (CSI) process uses methods from quality management in order to learn from past successes and failures. The CSI process aims to continually improve the effectiveness and efficiency of IT processes and services, in line with the concept of continual improvement adopted in ISO 20000.CSI continually improves the effectiveness and efficiency of services and processes.The Continual Service Improvement module is one of the ITIL Service Lifecycle modules, and will be of interest to candidates looking to focus on the use of process and practice elements used, and the management capabilities needed to deliver quality Service Management practices.
  • ITIL Foundation Certification required
  • Relevant work experience
  • It is a 12 days program and extends up to 2hrs each.
  • The format is 40% theory, 60% Hands-on.

  • It is a 3 days program and extends up to 8hrs each.
  • The format is 40% theory, 60% Hands-on.
    Private Classroom arranged on request and minimum attendies for batch is 4.
course content
  • Continual Service Improvement
    • Purpose, Objectives, and Scope
    • Business Value
    • CSI Approach
    • Context of CSI within the Service Lifecycle
    • Inputs and Outputs
  • CSI Principles
    • CSI Success Depends on Understanding Change within an Organization
    • CSI Success Depends on Clear Ownership and Accountability
    • How the CSI Register Supports CSI
    • CSI is Driven and Influenced by Service Level Management
    • Importance of Knowledge Management and the Deming Cycle to CSI
    • CSI Used to Ensure Effective Governance
    • Frameworks, Models, Standards, and Quality Systems Supporting CSI
  • Seven-Step Improvement Process
    • Purpose, Objectives, and Scope
    • Business Value
    • Policies, Principles, and Basic Concepts
    • Process Activities, Methods, and Techniques
    • Triggers, Inputs, Outputs, and Process Interfaces
    • Other Processes Support the Seven-Step Improvement Process
  • CSI Methods and Techniques
    • Assessments
    • Gap Analysis
    • Benchmarking
    • Service and Process Measurement
    • Metrics and Measurement Frameworks
    • Calculating Return on Investment
    • Service Reporting Policies and Principles
    • How Availability Management, Capacity Management, IT Service ContinuityManagement, Problem Management, and Knowledge Management Support CSI
  • Organization for CSI
    • Service Owners
    • Process Owner and Process Managers
    • Process Practitioners
    • CSI Manager
    • The Nature of the Seven-Step Improvement Process Activities and theSkills Required
    • CSI Manager vs. Other Supporting Roles
    • How Responsibility, Accountability, Consultancy, or Informational (RACI)Models Can Be Used to Clarify Roles and Responsibilities for CSI
  • Technology Considerations for CSI
    • IT Service Management Suites
    • Systems and Network Management Tools
    • Event management
    • Automated Incident/Problem Resolution
    • Performance Management
    • Statistical Analysis Tools
    • Project and Portfolio Management Tools
    • Financial Management Tools
    • Business Intelligence and Reporting Tools
  • Implementing CSI
    • Critical Considerations and Where to Start
    • Role of Governance to CSI
    • Effect of Organizational Change for CSI
    • Communication Strategies and Plans
  • Challenges, CSFs, and Risks
    • Challenges Facing CSI
    • CSFs for CSI
    • Risks Associated with Implementing CSI
ITIL CSI videos will be updated soon
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