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Continual Service Improvement

This ITIL® Intermediate-level training with trainer Chris Ward helps prepare you to take the ITIL-CSI exam while learning the principles of ITSM in regards to continual service improvement....
This ITIL® Intermediate-level training with trainer Chris Ward helps prepare you to take the ITIL-CSI exam while learning the principles of ITSM in regards to continual service improvement.

Continual Service Improvement is widely regarded as the toughest of the ITIL® Intermediate Lifecycle module exams. However, it is one of the most important Lifecycle stages as it focuses on improving the IT services that your organization provides. This course will help you understand the purpose and business value of CSI, learn the methods and techniques, integrate with other ITIL® Lifecycle stages, and prepare you to take the Intermediate-level exam associated with CSI. Make sure you take plenty of notes as we begin a journey to "continually improve!"

Recommended Experience
  • Experience with the Information Technology Infrastructure Library (ITIL®) framework, and the ITIL® Foundations level certificate at minimum.
  • Some experience in an IT service provider organization such as service desk/help desk, IT consulting, etc.
Recommended Equipment
  • None
Related Certifications
  • ITIL® Intermediate Lifecycle – CSI certificate.
Related Job Functions
  • Systems administrator
  • Network administrator
  • CSI manager
  • IT project manager
Chris Ward has been a CBT Nuggets trainer since 2006 and holds a variety of certifications, including CompTIA A+ and Network+, iNet +, MCSE Windows 2000, MCSE Communications, CCNA Routing and Switching, PMP, MOS, MCSE Server Infrastructure, and ITIL®.

CBT Nuggets, through EXIN, is an AXELOS Accredited Training Organisation (ATO) for ITIL®.
CBT Nuggets, through EXIN, is an AXELOS Accredited Training Provider (ATP) for ITIL® Intermediate Lifecycle: CSI and Chris Ward is an EXIN approved Accredited Trainer for ITIL® Intermediate.
ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
 show less
1. Introduction (10 min)
2. Terminology Review (14 min)
3. CSI - Purpose and Objectives (7 min)
4. CSI - Scope and Business Value (12 min)
5. The CSI Approach (9 min)
6. CSI Principles: Service Level Management and Ownership (11 min)
7. CSI Principles: Deming Cycle and Knowledge Management (11 min)
8. CSI Principles: Service Measurement and Baselines (9 min)
9. CSI Principles: ITSM Framework and IT Governance (10 min)
10. Seven Step Improvement Process - Purpose and Objectives (12 min)
11. The Seven-Step Improvement Process: Scope and Business Value (9 min)
12. The Seven-Step Improvement Process: Policies and Principles (8 min)
13. The Seven-Step Improvement Process: Basics (12 min)
14. The Seven-Step Improvement Process: Step 1 Identification (11 min)
15. The Seven-Step Improvement Process: Step 2 Define the Data (11 min)
16. The Seven-Step Improvement Process - Step 3 Gather the Data (17 min)
17. The Seven-Step Improvement Process: Step 4 - Process Data (11 min)
18. The Seven-Step Improvement Process: Step 5 Analyze Data (10 min)
19. The Seven-Step Improvement Process: Step 6 Present and Report (17 min)
20. The Seven-Step Improvement Process: Step 7 Implementation (14 min)
21. The Seven-Step Improvement Process: Triggers, Challenges, and CSFs (14 min)
22. CSI Methods and Techniques: Assessments (20 min)
23. CSI Methods and Techniques: Gap Analysis (7 min)
24. CSI Methods and Techniques: Benchmarking Introduction (11 min)
25. CSI Methods and Techniques: Benchmarking Continued (14 min)
26. CSI Methods and Techniques: Service Measurement (15 min)
27. CSI Methods and Techniques: Metrics and KPIs (19 min)
28. CSI Methods and Techniques: Balanced Scorecard (12 min)
29. CSI Methods and Techniques: SWOT Analysis (8 min)
30. CSI Methods and Techniques: ROI and Business Cases (13 min)
31. CSI Methods and Techniques: Service Reporting (13 min)
32. CSI Methods and Techniques: Availability Management (8 min)
33. CSI Methods and Techniques: Capacity Management, BCM and ITSCM (10 min)
34. CSI Methods and Techniques: Problem, Knowledge, and Risk Management (15 min)
35. Organizing for CSI: Primary Roles (14 min)
36. Organizing for CSI: Support Roles in the Seven-Step Improvement Process (11 min)
37. Technology Considerations: ITSM Suites, Incident, Problem, Change, and Release/Deployment Management T... (14 min)
38. Technology Considerations: Event, Automated Incident/Problem Resolution, and Business Intelligence Tools (13 min)
39. Implementing CSI: Getting Started (12 min)
40. ITSM Governance (9 min)
41. CSI and Organizational Change: Overview (10 min)
42. Kotter's 8 Steps: Step 1 and 2 - Urgency and Guiding Coalition (8 min)
43. Kotter's 8 Steps: Step 3 and 4 - Create a Vision and Communicate a Vision (10 min)
44. Kotter's 8 Steps: Step 5 and 6 - Empower Your people and Gain Quick Wins (6 min)
45. Kotter's 8 Steps: Step 7 and 8 - Consolidate Improvements and Institutionalize the Change (9 min)
46. CSI, Culture, and Communication (14 min)
47. Implementation Challenges, CSFs, and Risks (11 min)
48. ITIL®: CSI Exam Cram #1 (13 min)
49. ITIL®: CSI Exam Cram #2 (14 min)

Introduction

00:00:00

Hello everyone. My name is Chris Ward and I want to welcome you to the CBT Nugget series for ITIL Service Life Cycle-- Continual Service Improvement. That's right folks, we are beyond the foundations level. Now we're going to take a look at, in this series, one of the five life cycles that is at the intermediate level.

00:00:19

This one in particular is one of my favorites-- Continual Service Improvement. In this introductory Nugget, we're going to take a look at some of the topics that we're going to be covering and also give you a little bit of a guide on how we start our journey to get you, at the end of that journey, to go and pass the ITIL intermediate exam for Continual Service Improvement.

00:00:39

A journey of 1,000 miles needs to start with a single step. Now that could be, of course, walking the 1,000 miles, or just stepping into your garage or to your street and getting in your car and making that journey. And on this first whiteboard in our series, I do want to cover two definitions that will really help you.

00:00:58

And I mean this sincerely gang, you are going to want to know what ITIL is, why we do it, as well as what is CSI. Now obviously, it is a management framework. It shows the best practices for IT service management, offering services to not only external customers, also within our organizations.

00:01:19

It's a library of books that deal with five core processes of IT service management. Things like service strategy, service transition, and design, and all those others that we talk about. And it's important. It's one of many sources for these best practices.

00:01:35

One thing you're going to find out rather quickly in this series is that we bring in other models and standards and things to help us with continual service improvement. Obviously you're going to have the seven step improvement process, but we're going to bring in Deming's plan to check act cycle.

00:01:53

We're going to talk about John Kotter's eight steps to transforming your organization. And so these are all things that are coming along side ITIL. Now obviously the next question is, what is CSI? And if you're like me, when I first started getting into this, I kept thinking about my favorite show, Crime Scene Investigators.

00:02:14

And I obviously liked the New York version of this-- they have several-- mostly because Gary Sinise is one of my favorite actors of all times, and he just does a great job in it. But CSI according to the ITIL Continual Service improvement book-- which I'm holding in my grubby little fingers right now-- is the purpose of CSI is to align IT services with changing business needs by identifying and implementing improvements to IT services that support business processes.

00:02:46

Let's break this down just a second because it's very vitally important that we understand this. We are obviously going to be aligning the IT services that our organization has-- things like your networking guys, and your server guys, your virtual machine managers, all those things-- and you want to align these, and this is also important, with business needs.

00:03:07

Not only any business needs, but changing business needs. We don't want to stay stagnant or in a rut, we want to grow. And the way we do that is we then find out how we can get improvements to those services. But they do need to support the business processes.

00:03:26

So if we keep that in mind-- so even here, on the very first whiteboard, in the very first Nugget-- you're learning something that is going to help you when you are sitting in a small well lit room after spending a large amount of money to answer questions on your computer screen.

00:03:40

Speaking of taking a journey. If you're going to take a journey, you need a roadmap. And our road map is going to be right here. The ITIL Continual Service Improvement book as part of the ITIL library. You can go out by the way to Amazon, as well as Axelos's website and order these.

00:03:57

I encourage you. If you have not already done so, go and purchase the five volume set. You're going to need it is, especially if you're going to continue on in your journey to become ITIL intermediate certified, or maybe even an ITIL expert at some point.

00:04:11

So our roadmap is going to essentially follow the book as we look at the principles of CSI. These are going to be things like talking about why we use the CSI register, right? We're going to talk about some of the roles. We'll talk about why we use Deming as one of our supporting frameworks and standards and practices, things like that.

00:04:31

Then we jump into a knee deep, basically, that get into the nitty gritty, as we say here, for the seven step improvement process. And many of you probably remember this. This is where we identify the strategy. Define what you measure. Gather the data.

00:04:47

Process the data. Analyze the information. Present and use the information. And then finally, implement the improvements. That's all part of the seven step improvement process. And we will look at each one of those steps in intimate detail, as you do need to know this for your exam.

00:05:05

Then the CSI methods and techniques. This is where we're going to be doing things like gap analysis, where we also do things like balanced scorecards. So if you think about it, these are all things that we use on a daily basis to help improve our organization and gather that data.

00:05:26

Some of the methods and techniques. Then we're going to take a look at organizing for CSI. And this deals with the roles and responsibilities. We'll talk about things like the difference between a service owner and a process owner, and who is obviously responsible for certain things or accountable for certain things.

00:05:45

Then we take a look at the technology considerations. Here's where we're going to be taking a look at things like your network monitoring event management tools, performance management tools. We'll take a look at specific statistical analysis tools that you will need to utilize for CSI, as well as IT service management suites.

00:06:06

Things like ServiceNow, Expedio-- I think used to be Remedy or was Remedy, I always get the two confused-- IP center, some of those things and what they're utilized for. Then we jump into actually implementing CSI. There are three basic ways that you can implement, or three different approaches that you can utilize to implement your CSI.

00:06:31

Whether you do it around services, whether you do it around processes, whether you do it around functions. So essentially, taking a look at that. And then finally, we'll take a look at the challenges and risks that we will encounter when we are implementing CSI.

00:06:47

Now notice I said when we're implementing CSI. Remember, there are organizations out there that are starting you to utilize ITIL, and perhaps they've got through the service strategy and the service transition design and the operations. But the CSI is something that everybody's a little of not sure exactly how this works.

00:07:08

And so there might be some kickback on that. Or they might say, well, we're already doing continual service improvement. In which case you come in and say well, I know that's what you think you're doing. But you're not following the processes. And these work.

00:07:22

They really do. And so you're going to have some challenges in place. You're going to have some risks that you're going to take when you jump into the deep end of the CSI pool. If you took my Nugget course on ITIL Foundations, this is going to be very familiar to you.

00:07:37

And the reason why this is whenever I'm teaching, I like to use examples. Not only in real world, which we will do from an IT perspective-- we've got another company and another little example that we're going to use-- but I also like to use things that really drive it home by taking things that you do in your everyday life-- in my case drinking coffee.

00:07:57

I drink lots of it. So we will use some of these stories, like the story of Jeremy Cioara and of course, James Conrad who opened up Acme Coffee. And they've decided to make some improvements to their coffee shops. So we'll use that as well as the Acme IT services company, which is supplying services to customers.

00:08:19

We're going to take a look at how they improve a service that's already in place with a service level agreement in place and all those, as well as maybe adding a new service. And so you're going to see this quite a bit in my Nuggets. And just understand, this is to help you wrap your head or your brain around a concept.

00:08:38

And you'll be amazed at when you are reading through some of these scenarios how, wow, that sounds a lot like what Chris was talking about. And you can use that to help you in that exam environment. To finish up this introductory Nugget, I did want to take you out too Axelos' website, www.axelos.com.

00:08:58

And if you drill down to qualifications, actually it shows you right here. Home, qualifications, ITIL, ITIL intermediate level, you'll eventually get to Continual Service Improvement. It is one of the service life cycle modules versus the capability modules.

00:09:13

But if you scroll down to the bottom here, you're going to see some really good things that you want. In fact, let me up point these out to you. Number one, make sure you download the Continual Service Improvement syllabus. It will tell you what you will be tested on and what you should study.

00:09:28

Which of course is great, because that's what I'm also going to do for you in this Nugget series. You can also buy the book if you want to buy the single book. Or you can go out and spend a few hundred dollars and get the entire library. But the other thing is right here-- the sample papers.

00:09:43

This exam is different. And I'll talk a little bit more about this for those of you who are more familiar with the ITIL foundations exam and have not taken any of the intermediate exams. If you have, you know all about this. If you haven't, there are actually-- they call them sample papers.

00:09:59

That's an exam. And you can go out there, download it, and it will walk you through exactly what the exam environment is and kind of get you used to the way that they do this. And I will of course do the exam cram Nugget at the end and gave you some tips and tricks on how to do well on the exam.

00:10:17

So there you have it. A good start to a great journey. I'm glad you guys and gals are going to be joining me over these Nuggets as we prepare you for CSI. I hope this has been informative for you, and I'd like to thank you for viewing.

Terminology Review

CSI - Purpose and Objectives

CSI - Scope and Business Value

The CSI Approach

CSI Principles: Service Level Management and Ownership

CSI Principles: Deming Cycle and Knowledge Management

CSI Principles: Service Measurement and Baselines

CSI Principles: ITSM Framework and IT Governance

Seven Step Improvement Process - Purpose and Objectives

The Seven-Step Improvement Process: Scope and Business Value

The Seven-Step Improvement Process: Policies and Principles

The Seven-Step Improvement Process: Basics

The Seven-Step Improvement Process: Step 1 Identification

The Seven-Step Improvement Process: Step 2 Define the Data

The Seven-Step Improvement Process - Step 3 Gather the Data

The Seven-Step Improvement Process: Step 4 - Process Data

The Seven-Step Improvement Process: Step 5 Analyze Data

The Seven-Step Improvement Process: Step 6 Present and Report

The Seven-Step Improvement Process: Step 7 Implementation

The Seven-Step Improvement Process: Triggers, Challenges, and CSFs

CSI Methods and Techniques: Assessments

CSI Methods and Techniques: Gap Analysis

CSI Methods and Techniques: Benchmarking Introduction

CSI Methods and Techniques: Benchmarking Continued

CSI Methods and Techniques: Service Measurement

CSI Methods and Techniques: Metrics and KPIs

CSI Methods and Techniques: Balanced Scorecard

CSI Methods and Techniques: SWOT Analysis

CSI Methods and Techniques: ROI and Business Cases

CSI Methods and Techniques: Service Reporting

CSI Methods and Techniques: Availability Management

CSI Methods and Techniques: Capacity Management, BCM and ITSCM

CSI Methods and Techniques: Problem, Knowledge, and Risk Management

Organizing for CSI: Primary Roles

Organizing for CSI: Support Roles in the Seven-Step Improvement Process

Technology Considerations: ITSM Suites, Incident, Problem, Change, and Release/Deployment Management T...

Technology Considerations: Event, Automated Incident/Problem Resolution, and Business Intelligence Tools

Implementing CSI: Getting Started

ITSM Governance

CSI and Organizational Change: Overview

Kotter's 8 Steps: Step 1 and 2 - Urgency and Guiding Coalition

Kotter's 8 Steps: Step 3 and 4 - Create a Vision and Communicate a Vision

Kotter's 8 Steps: Step 5 and 6 - Empower Your people and Gain Quick Wins

Kotter's 8 Steps: Step 7 and 8 - Consolidate Improvements and Institutionalize the Change

CSI, Culture, and Communication

Implementation Challenges, CSFs, and Risks

ITIL®: CSI Exam Cram #1

ITIL®: CSI Exam Cram #2

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Intermediate 10 hrs 49 videos

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