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ITIL® Continual Service Improvement (CSI)

Video Description

The ITIL Continual Service Improvement (CSI) course is a comprehensive course covering the overall concepts, processes, policies, and methods associated with the continual service improvement (CSI) phase of the service lifecycle. The course teaches the candidates about managing and controlling the activities and techniques within the CSI stage, not the details of each of the supporting processes. This course focuses on the general principles and lifecycle aspects of Continual Service Improvement (CSI) and covers the management and control of the activities and techniques within the CSI stage. Additionally the course looks at the concept of CSI as a practice and at the interfaces between CSI and the other stages of the ITIL Service Lifecycle. The course requires the candidates to possess a valid ITIL Foundation Certification (v3 or newer) as this is also required to undertake the ITIL: CSI exam. In addition to that, a professional work experience of 1-2 years is also recommended. All ITIL® courses are offered by CareerAcademy.com AFFILIATE of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Table of Contents

  1. Course Introduction
    1. Course Introduction 00:01:35
    2. Instructor Introduction 00:01:36
  2. Chapter 01 - Course Introduction
    1. Course Introduction 00:00:32
    2. Course Organization 00:00:22
    3. Welcome to the Course! 00:00:32
    4. Mentoring Community Introductions 00:00:46
    5. Why Are You Here? 00:00:48
    6. Using Bloom's Taxonomy 00:01:10
    7. What do you Expect? 00:00:37
    8. Housekeeping Online 00:01:04
    9. Lesson: Course Conventions & Agenda 00:00:08
    10. Conventions Used 00:00:54
    11. Quizzes & Exercises 00:00:44
    12. ITIL Qualification Scheme 00:00:48
    13. ITIL Qualification Scheme 00:01:08
    14. Getting Started with an Online Class 00:02:26
    15. Chapter 01 Review 00:00:24
  3. Chapter 02 - Continual Service Improvement
    1. Continual Service Improvement 00:00:29
    2. Introduction to CSI 00:00:44
    3. CSI & the Service Lifecycle 00:01:15
    4. Managing Across the Lifecycle 00:01:05
    5. Purpose, Goals, & Objectives of CSI 00:01:42
    6. Scope of CSI 00:02:55
    7. Value of CSI 00:01:47
    8. Lesson: Principles of CSI 00:00:53
    9. Principles of CSI 00:00:53
    10. CSI Approach 00:03:43
    11. Business Questions for CSI 00:02:47
    12. CSI & Organizational Change 00:01:52
    13. Ownership 00:02:11
    14. CSI Register 00:00:57
    15. Drivers 00:01:32
    16. Service Level Management 00:01:34
    17. Knowledge Management 00:00:36
    18. PDCA & Continual Improvement 00:01:27
    19. Value of Benchmarking 00:01:32
    20. Service Measurement 00:01:18
    21. Baselines 00:01:25
    22. Metrics & Measurement 00:01:46
    23. 7-Step Improvement Process 00:02:27
    24. Governance 00:01:34
    25. Frameworks, Models & Quality Systems 00:01:05
    26. Role Definitions 00:00:43
    27. Lesson: CSI Summary 00:00:12
    28. Continual Service Improvement Summary 00:02:04
    29. CSI Checkpoint 00:00:37
    30. Chapter 02 Review 00:00:26
  4. Chapter 03 - 7-Step Improvement Process
    1. 7-Step Improvement Process 00:00:24
    2. Lesson: 7-Step Improvement Introduction 00:00:32
    3. Introduction 00:00:35
    4. Purpose, Goals & Objectives 00:01:50
    5. Scope 00:01:13
    6. Business Value 00:01:33
    7. Policies, Principles & Concepts 00:02:23
    8. Lesson: 7-Step Improvement Activities 00:00:24
    9. 7-Step, Activities, Methods & Techniques 00:01:08
    10. Step 1 - Strategy for Improvement 00:01:02
    11. Step 2 - Define Measurement 00:01:51
    12. Step 3 - Gather Data 00:02:07
    13. Step 4 - Process Data 00:00:59
    14. Step 5 - Analyze Information & Data 00:01:01
    15. Vision to Measurement 00:01:32
    16. Step 6 - Present & Use Information 00:01:12
    17. Service Level Agreement Monitoring Chart 00:01:15
    18. Step 7 - Implement Improvement 00:00:44
    19. Lesson: Lifecycle Integration 00:00:37
    20. Lifecycle Integration 00:00:34
    21. Financial Management 00:00:33
    22. Service Level Management 00:01:59
    23. Availability & Capacity Management 00:01:31
    24. Security Management 00:01:13
    25. Change Management 00:00:35
    26. Incident Management & Service Desk 00:01:37
    27. Problem Management 00:00:58
    28. Metrics & Measures 00:02:38
    29. Reporting Policy & Rules 00:02:19
    30. Lesson: 7-Step Improvement Context 00:00:29
    31. Relationships 00:01:08
    32. Triggers, Inputs & Outputs 00:01:07
    33. Information 00:00:55
    34. Critical Success Factors 00:01:02
    35. Challenges & Risks 00:03:28
    36. Lesson: 7-Step Improvement Process Summary 00:00:11
    37. 7-Step Improvement Process Summary 00:01:38
    38. Checkpoint 00:00:37
    39. Chapter 03 Review 00:00:33
  5. Chapter 04 - Reporting, Methods & Technology
    1. Reporting, Methods & Technology 00:00:53
    2. Reporting & Measurement 00:00:37
    3. Reporting & Measurements 00:01:02
    4. Reporting 00:01:25
    5. Service Measurement 00:00:53
    6. Objectives 00:01:04
    7. Measurement & Reporting Frameworks 00:02:31
    8. Reporting Levels 00:02:15
    9. Management Domains 00:01:33
    10. Measurement Definition 00:01:42
    11. Setting Targets 00:02:01
    12. Process Measurements 00:01:52
    13. Measurement Framework Grid 00:02:56
    14. Scorecard & Reports 00:00:59
    15. Return on Investment 00:01:23
    16. CSI & Service Level Management 00:01:39
    17. Lesson: CSI Methods & Techniques 00:00:29
    18. Methods & Techniques 00:00:59
    19. Assessment 00:00:50
    20. Gap Analysis 00:01:17
    21. Service Gap Model 00:04:00
    22. Benchmarking 00:01:06
    23. Measurement & Reporting Frameworks 00:00:12
    24. Balanced Scorecard 00:03:15
    25. S.W.O.T. Analysis 00:01:06
    26. The Deming Cycle 00:01:27
    27. Other Lifecycle Process & Methods 00:00:36
    28. Availability 00:01:59
    29. Capacity 00:01:41
    30. Continuity Management 00:00:57
    31. Problem Management 00:00:57
    32. Change, Release & Deployment Management 00:00:28
    33. Knowledge Management 00:01:13
    34. Lesson: Technology for CSI 00:00:33
    35. Tools & Technology 00:00:41
    36. IT Service Management Suits 00:01:59
    37. System & Network Management 00:01:40
    38. Event Management 00:00:53
    39. Incident/Problem Management 00:01:09
    40. Performance Management 00:01:15
    41. Statistical Analysis 00:01:19
    42. Project & Portfolio Management 00:01:19
    43. Financial Management 00:00:57
    44. Business Intelligence Reporting 00:01:00
    45. Lesson: Reporting, Methods & Technology Summary 00:00:11
    46. Reporting, Methods & Technology Summary 00:01:12
    47. Checkpoint 00:00:37
    48. Chapter 04 Review 00:01:05
  6. Chapter 05 - CSI Organization & Implementation
    1. CSI Organization & Implementation 00:00:33
    2. Organizing for CSI 00:00:26
    3. Organizing for CSI Cont. 00:00:42
    4. Mapping Activities & Skills 00:04:18
    5. Who Does What to Whom? 00:00:34
    6. The RACI Model 00:01:40
    7. Functional Role Analysis 00:00:43
    8. Activity Analysis 00:01:54
    9. Roles & Responsibility 00:00:21
    10. Service Owner 00:01:30
    11. Process Owner 00:00:57
    12. Process Manager 00:01:02
    13. Process Practitioner 00:00:57
    14. CSI Manager 00:01:01
    15. Lesson: Implementing CSI 00:00:45
    16. Getting Started 00:00:51
    17. Governance 00:01:49
    18. CSI & Organizational Change 00:04:55
    19. Communication Strategy & Plan 00:01:56
    20. Roles & Inputs to CSI Approach 00:06:11
    21. Challenges 00:02:14
    22. Critical Success Factors 00:02:08
    23. Risks 00:03:26
    24. Lesson: CSI Technology & Implementation Summary 00:00:11
    25. CSI Organization & Implementation Summary 00:01:31
    26. Checkpoint 00:00:37
    27. Chapter 05 Review 00:01:08
    28. Course Closure 00:02:13