ITIL Intermediate Course: CSI Student Handbook (Workbook_r3.2.0)

ITpreneurs™ Service Management

WORKBOOK

Continual Service Improvement release 3.2.0

ITIL® IntermediateITIL® is a registered trademark of the Cabinet Office.Sam

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www.ITpreneurs.com

Copyright © 2012 ITpreneurs. All rights reserved

Copyright Copyright and Trademark Information for Partners/Stakeholders. ITIL® is a registered trademark of the Cabinet Office. IT Infrastructure Library® is a registered trade mark of the Cabinet Office. The Swirl logo™ is a trade mark of the Cabinet Office. All contents in italics and quotes is from the ITIL® Service Lifecycle Suite © Crown copyright 2011 Reproduced under licence from the Cabinet Office. All other text is based on Cabinet Office ITIL® material. Reproduced under licence from the Cabinet Office.

Copyright © 2012 ITpreneurs. All rights reserved. Please note that the information contained in this material is subject to change without notice. Furthermore, this material contains proprietary information that is protected by copyright. No part of this material may be photocopied, reproduced, or translated to another language without the prior consent of ITpreneurs Nederland B.V. The language used in this course is US English. Our sources of reference for grammar, syntax, and mechanics are from The Chicago Manual of Style, The American Heritage Dictionary, and the Microsoft Manual of Style for Technical Publications.

ITIL Continual Service Improvement, Classroom course, release 3.2.0

More on: http://www.itil-officialsite.com/IntellectualPropertyRights/TrademarkLicensing.aspx

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Contents

i

LIST OF ICONS V

LIST OF ACTIVITIES VI

GENERAL TRAINING TIPS NA

ACKNOWLEDGEMENTS IX

FOLLOW US XI

COURSE INTRODUCTION 1

Introductions 2

Course Introduction 2

Course Learning Objectives 2

Unique Nature of the Course 2

COURSE AGENDA

UNIT 1: CONTINUAL SERVICE IMPROVEMENT 7

11

in the ITIL

11

UNIT 2: CONTINUAL SERVICE IMPROVEMENT PRINCIPLES 13

2.3 The

on

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for Good Governance 17

UNIT 3: THE CONTINUAL SERVICE IMPROVEMENT PROCESS 23

UNIT 4: CSI METHODS AND TECHNIQUES 31

UNIT 5: ORGANIZING FOR CSI 55

RACI

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UNIT 6: TECHNOLOGY CONSIDERATIONS 61

UNIT 7: IMPLEMENTING CSI 67

7.2 Role of Governance in

7.3 Effect of Organizational Change on 70

UNIT 8: CHALLENGES, CRITICAL SUCCESS FACTORS, AND RISKS 77

UNIT 9: EXAM PREPARATION GUIDE 87

APPENDIX A: CASE STUDY 127

APPENDIX B: MIND MAP EXCERCISE (REFER TO STUDENT REFERENCE MATERIAL) NA

APPENDIX C: GLOSSARY (REFER TO STUDENT REFERENCE MATERIAL) NA

APPENDIX D: SYLLABUS (REFER TO STUDENT REFERENCE MATERIAL) NA

APPENDIX E: ANSWERS 141

APPENDIX F: DIAGRAMS (MACRO VIEW) (REFER TO STUDENT REFERENCE MATERIAL) NA

APPENDIX G: RELEASE NOTES (REFER TO STUDENT REFERENCE MATERIAL) NA

STUDENT FEEDBACK FORM 217

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. v

LIST OF ICONS

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.vi

LIST OF ACTIVITIES

Activity

Description

Brainstorm

Description

Compare and Contrast

Description

Concept Jog

Description

Critical Thinking

Description

class.

Discussion

Description

Lecture

Description

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. vii

Mind Map

Description

Recall, Describe, and List

Description

Role-Play

Description

and teach the class.

Round-Robin

Description

Scenario

Description

Self-Study

Description

Solve a Common Problem/Risk Mitigation

Description

Teach-Back

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.viii

The Big “Why”

Description

Think-Pair-Share

Description

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. ix

ITpreneurs’ Course Reviewers

ITpreneurs’ Course Exercise Writers

ACKNOWLEDGEMENTS

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www.ITpreneurs.com

Copyright © 2012 ITpreneurs. All rights reserved

Before you start the course, please take a moment to:

“Like us” on Facebook

“Follow us” on Twitter

"Add us in your circle" on Google Plus

"Link with us" on Linkedin

"Watch us" on YouTube

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. 1

Course Introduction

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.2

INTRODUCTIONSThere is no activity for this topic.

COURSE INTRODUCTIONThere is no activity for this topic.

COURSE LEARNING OBJECTIVESThere is no activity for this topic.

UNIQUE NATURE OF THE COURSEThere is no activity for this topic.

COURSE QUALIFICATION SCHEMEThere is no activity for this topic.

COURSE AGENDA AND EXAM DETAILSCourse Agenda

ITIL Intermediate Classroom Course

Day1 Continual Service ImprovementUnit Subject Start End Total Time

(in hours)

Course Introduction 08:00 08:30 00:30

1 Continual Service Improvement 08:30 10:45 02:15

2 Continual Service Improvement Principles 10:45 12:00 01:15

LUNCH 12:00 01:00 01:00

2 Continual Service Improvement Principles 01:00 02:00 01:00

3 The Continual Service Improvement Process 02:00 05:00 03:00

Homework (review of day's material) 01:00

TOTAL 10:00

Total – (less lunch & homework) 08:00

Note: Reading the Case Study

Remark:

Note: Personal Study Recommendation for StudentsSample

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Remark:

Some ideas for structured personal study:


(in hours)


4 CSI Methods and Techniques 09:00 12:00 03:00

LUNCH 12:00 01:00 01:00


Homework (review of day's material) 01:00

TOTAL 10:00



(in hours)

5 Organization for CSI 08:00 09:45 01:45

6 Technology Considerations 09:45 11:00 01:15

7 Implementing CSI 11:00 12:00 01:00

LUNCH 12:00 01:00 01:00

7 Implementing CSI 01:00 02:00 01:00

8 Challenegs, Critical Success Factors, and Risks 02:00 03:00 01:00

9 Exam Preparation / Mock Exam 03:00 04:00 01:00

Exam 04:00 05:30 01:30

TOTAL 09:30

Total – (less lunch & exam) 07:00

TOTAL CONTACT HOURS 23 hours

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Course Agenda

ITIL Intermediate Expert Program Course

Day2 Continual Service Improvement (after SS class) *All times in hours

Unit Subject Start End Time*


1 Continual Service Improvement (incl. 10-min RECAP) 02:30 03:00 00:30

2 Continual Service Improvement Principles (incl. 30-min RECAP) 03:00 04:00 01:00

3 Continual Service Improvement Process (incl. 60-min RECAP) 04:00 05:00 01:00

Total 03:00

Day4 Continual Service Improvement (after SD class) *All times in hours


3 Continual Service Improvement Process 02:00 05:00 03:00

Total 03:00

Day2 Continual Service Improvement (after ST class) *All times in hours


4 CSI Methods and Techniques (incl. 45-min RECAP) 02:00 05:00 03:00

Total 03:00

Day4 Continual Service Improvement (after SO class) *All times in hours


5 Organization for CSI (incl. 10-min RECAP) 02:00 02:30 00:30

6 Technology Considerations (incl. 10-min RECAP) 02:30 03:30 01:00

7 Implementing CSI (incl. 20-min RECAP) 03:30 05:00 01:30

8 Challenges, Critical Success Factors, and Risk (incl. 15-min RECAP) 05:00 06:00 01:00

Total 04:00

TOTAL CONTACT HOURS 13 hours

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Course Agenda

ITIL Intermediate Classroom Blended Course

Day1 Continual Service Improvement *All times in hours



1 Continual Service Improvement (Incl.10 mins recap) 08:30 09:00 00:30

2 Continual Service Improvement Principles (Incl. 30 mins recap) 09:00 10:00 01:00

3 The Continual Service Improvement Process (Incl. 60 mins recap) 10:00 12:00 02:00

LUNCH 12:00 01:00 01:00



Homework (review of day’s material) 01:00

Total 10:00





5 Organization for CSI (Including 10 mins recap) 09:00 09:30 00:30

6 Technology Considerations (Including 10 mins recap) 09:30 10:30 01:00

7 Implementing CSI (Including 20 mins recap) 10:30 12:00 01:30

LUNCH 12:00 01:00 01:00

8 Challenegs, Critical Success Factors, and Risks (Including 15 mins recap) 01:00 02:00 01:00

Total 06:00

Total – (less lunch) 05:00

TOTAL CONTACT HOURS 13:00 hours

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Course Agenda

ITIL Intermediate Virtual Classroom Blended Course




1 Continual Service Improvement (Incl.10 mins recap) 08:30 09:00 00:30

2 Continual Service Improvement Principles (Incl. 30 mins recap) 09:00 10:00 01:00

3 The Continual Service Improvement Process (Incl. 60 mins recap) 10:00 12:00 02:00

LUNCH 12:00 01:00 01:00



Homework (review of day’s material) 01:00

Total 10:00





5 Organization for CSI (Including 10 mins recap) 09:00 09:30 00:30

6 Technology Considerations (Including 10 mins recap) 09:30 10:30 01:00

7 Implementing CSI (Including 20 mins recap) 10:30 12:00 01:30

LUNCH 12:00 01:00 01:00

8 Challenegs, Critical Success Factors, and Risks (Including 15 mins recap) 01:00 02:00 01:00

Total 06:00

Total – (less lunch) 05:00

TOTAL CONTACT HOURS 13:00 hours

Each Cup represents one break.

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Unit1Continual Service Improvement

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1.1 PURPOSE AND OBJECTIVES

ActivityQ1. Describe the purpose and objectives of CSI.

Write your answer in the space provided.

Answer:

1.2 SCOPE

Round-Robin DiscussionQ1. Discuss the scope of CSI.


Answer:

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1.3 VALUE TO THE BUSINESSThere is no activity for this topic.

1.4 APPROACH TO CSI

Discussion Q1. What approaches to CSI have you used in your environment?


Answer:

Q2. Discuss the steps of the CSI process.


Answer:

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Q3. In your environment, what approaches have you used to drive CSI?


Answer:

Q4. Identify at least one approach to CSI and discuss what worked and what didn’t.


Answer:

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1.5 BUSINESS QUESTIONS FOR CSIThere is no activity for this topic.

1.6 CONTEXT OF CSI IN THE ITIL SERVICE LIFECYCLE

BrainstormQ1. Brainstorm about how CSI helps the other stages of the Service Lifecycle. Identify at least one

way that CSI relates to or interfaces with Service Strategy, Service Design, Service Transition, and Service Operation.


Answer:

1.7 INPUTS AND OUTPUTS OF CSI There is no activity for this topic.

1.8 SAMPLE TEST QUESTION

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Q1. What is your approach?

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Unit2Continual Service Improvement Principles

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2.1 RELATIONSHIP BETWEEN CSI AND ORGANIZATIONAL CHANGEThere is no activity for this topic.

2.2 OWNERSHIP There is no activity for this topic.

2.3 THE CSI REGISTER There is no activity for this topic.

2.4 INFLUENCE OF SLM ON CSI

ActivityQ1. Draw a mind map of the CSI and SLM processes.


Answer:

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Q2. How does SLM help the business?


Answer:

Q3. How does SLM differ from CSI?


Answer:

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2.5 ROLE OF KNOWLEDGE MANAGEMENT IN IMPROVEMENT INITIATIVES There is no activity for this topic.

2.6 IMPORTANCE OF THE DEMING CYCLEThere is no activity for this topic.

2.7 EFFECTIVELY USING VARIOUS ASPECTS OF SERVICE MEASUREMENT

BrainstormQ1.


Answer:

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2.8 USING CSI FOR GOOD GOVERNANCE

ActivityQ1. Create a purpose statement to convince the senior management in your organization of the

importance of CSI to IT governance.


Answer:

2.9 FRAMEWORKS, MODELS, STANDARDS, AND QUALITY SYSTEMS

ActivityQ1. Based on the description of each framework, model, and standard, discuss how each supports

the concepts within CSI. Complete the given table.

Write your answer in the given table.

Answer:

Concept Focus Area How It Supports CSI

ITIL

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Documents

ITIL Intermediate Course: CSI Student Handbook (Workbook_r3.2.0)