ITIL provides businesses with a customisable framework of best practices to achieve quality service and overcome difficulties associated with the growth of IT systems.
This hands-on course leads to a Certificate in ITIL Service Lifecycle Management – Continual Service Improvement. Upon successful completion, students can expect to gain competency in continual Service Improvement Principles, continual Service Improvement Processes, continual Service Improvement Methods and Techniques, continual Service Improvement technology related activities, organisation and technology for Continual Service Improvement, and understanding Implementation approaches, challenges, and critical success factors and risks. The main focus is the Lifecycle itself, the use of process and practice elements used within it, and the management capabilities needed to deliver quality Service Management practices in an organisation.
- Welcome to the Course!
- Mentoring Community Introductions
- Why Are You Here?
- Using Bloom’s Taxonomy
- What do you Expect?
- Housekeeping Online
- Conventions Used
- Quizzes and Exercises
- ITIL Qualification Scheme
- ITIL Lifecycle Exam
- Getting Started with an Online Class
- Chapter 01 Review
- CSI & the Service Lifecycle
- Managing Across the Lifecycle
- Purpose, Goals, & Objectives of CSI
- Scope of CSI
- Value of CSI
- Principles of CSI
- CSI Approach
- Business Questions for CSI
- CSI & Organisational Change
- Ownership
- CSI Register
- Drivers
- Service Level Management
- Knowledge Management
- PDCA & Continual Improvement
- Value of Benchmarking
- Service Measurement
- Baselines
- Metrics & Measurement
- 7-Step Improvement Process
- Governance
- Frameworks, Models & Quality Systems
- Role Definitions
- Continual Service Improvement Summary
- CSI Checkpoint
- Chapter 02 Review
- Introduction
- Purpose, Goals & Objectives
- Scope
- Business Value
- Policies, Principles & Concepts
- 7-Step, Activities, Methods & Techniques
- Step 1 – Strategy for Improvement
- Step 2 – Define Measurement
- Step 3 – Gather Data
- Step 4 – Process Data
- Step 5 – Analyse Information & Data
- Vision to Measurement
- Step 6 – Present & Use Information
- Service Level Agreement Monitoring Chart
- Step 7 – Implement Improvement
- Lifecycle Integration
- Financial Management
- Service Level Management
- Availability and Capacity Management
- Security Management
- Change Management
- Incident Management and Service Desk
- Problem Management
- Metrics and Measures
- Reporting Policy and Rules
- Relationships
- Triggers, Inputs and Outputs
- Information
- Critical Success Factors
- Challenges and Risks
- Lesson: 7-Step Improvement Process Summary
- 7-Step Improvement Process Summary
- Checkpoint
- Chapter 03 Review
- Reporting and Measurements
- Reporting
- Service Measurement
- Objectives
- Measurement and Reporting Frameworks
- Reporting Levels
- Management Domains
- Measurement Definition
- Setting Targets
- Process Measurements
- Measurement Framework Grid
- Scorecard and Reports
- Return on Investment
- CSI and Service Level Management
- Methods and Techniques
- Assessment
- Gap Analysis
- Service Gap Model
- Benchmarking
- Measurement and Reporting Frameworks
- Balanced Scorecard
- S.W.O.T. Analysis
- The Deming Cycle
- Other Lifecycle Process and Methods
- Availability
- Capacity
- Continuity Management
- Problem Management
- Change, Release and Deployment Management
- Knowledge Management
- Tools and Technology
- IT Service Management Suits
- System and Network Management
- Event Management
- Incident/Problem Management
- Performance Management
- Statistical Analysis
- Project and Portfolio Management
- Financial Management
- Business Intelligence Reporting
- Reporting, Methods and Technology Summary
- Checkpoint
- Chapter 04 Review
- Organising CSI
- Mapping Activities and Skills
- Who Does What to Whom?
- The RACI Model
- Functional Role Analysis
- Activity Analysis
- Roles and Responsibility
- Service Owner
- Process Owner
- Process Manager
- Process Practitioner
- CSI Manager
- Getting Started
- Governance
- CSI and Organisational Change
- Communication Strategy and Plan
- Roles and Inputs to CSI Approach
- Challenges
- Critical Success Factors
- Risks
- CSI Organisation and Implementation Summary
- Checkpoint
- Chapter 05 Review
About Microsoft On-Demand Learning
Build your Microsoft technical expertise while balancing the demands of your schedule. The new MOC On-Demand series courses combine high-quality video lectures, live hands-on labs and knowledge-checks in a self-paced format to help you build skills as your schedule allows—all at once or five minutes at a time.
MOC On-Demand at a Glance
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