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ITIL Intermediate:Continual Service ImprovementLesson PlanDelivery:e-LearningMock Exam:Included in Course (x2)Certificate:Examination (included)Duration:29 hours, self-pacedAccredited By:PeopleCertLanguage:English
ITIL Intermediate: Continual Service Improvement - Lesson PlanThis Lesson PlanContentsThis lesson plan provides you with all the informationabout the ITIL Continual Service Improvement Designe-learning course. Before you begin your studies, pleaseread through this document to help you plan yourstudying and revision activities.Welcome3Prerequisites3Who will Benefit from this Course?3Course Materials3Exercises/Personal Revision4Quizzes4Mock Exams4Taking the ITIL Continual Service Improvement Exam4How to Book an Exam4Technical SupportHow to Take the Exam4UK 44(0) 8435 235 096USA 1(917) 472-9842support@goodelearning.comWhat does the ITIL Continual Service ImprovementExam Consist of?4How to Get Help from our ITIL Trainer and Mentor4Detailed Lesson Plan5Good luck!Tutor SupportContact your tutor at any point during the course onitil-tutor@goodelearning.comModule 1: Introduction5Module 2: Continual Service ImprovementPrinciples5 Module 3: Continual Service ImprovementProcesses6Module 4: CSI Methods and Techniques7 Module 5: Organizing for Continual ServiceImprovement8Module 6: Technology Considerations Module 7: Implementing Continual ServiceImprovement8Module 8: Challenges, CSF’s and Risks9Module 9: Exam Preparation9ITIL Terminology Copyright 2015 Good e-Learning, all rights reserved. This e-Learning course is delivered by Good e-Learning, and accredited by PeopleCert.No part of this publication may be reproduced, resold, stored in a retrieval system, or distributed in any form or by any means, without the prior permission of the copyright owner.Such requests for permission may be submitted to: marketing@goodelearning.com. Good e-Learning is a trading name used by Educational Systems Ltd.ITIL is a Registered Trademark of AXELOS Ltd.8102
ITIL Intermediate: Continual Service Improvement - Lesson PlanWelcomeWelcome to the ITIL Continual Service ImprovementCertification course.The ITIL Continual Service Improvement qualificationis one of five ITIL Service Lifecycle Courses and willprovide you with guidance that focusses on the designof IT services and covers the architectures, processes,policies and documentation that will enable you todesign services that meet the needs of the organizationor programme.This is an accredited, interactive e-learning course forstudents who wish to become certified in ITIL ContinualService Improvement. As well as in-depth visual learningcontent, the online course contains audio and videonarratives, quizzes and practice exams.There are 2 objectives of this course. The first is to gainan introductory overview of the Service managementlifecycle, its key processes, roles etc. You also want topass the exam! It is the aim of the course to satisfy both. The course contains a number of videos, with avoiceover commentary. You may stop and start the course whenever youlike. Do not try and cover too much material at once; abenefit of e-learning is that you can take your time. Use the quizzes to check that you have understoodthe previous session. Where you have answeredincorrectly, read the guidance, and then review thattopic again. Use the exercises to further consolidate yourlearning. Remember, this course is not just aboutpassing an exam; it is to give you an awareness ofthe importance of IT Service Management in real-life. The Case Study slides show you how the frameworkmight be used in a fictional organization. Remember you can ask the tutor at any time, and willreceive an email reply within 24 hours.PrerequisitesThis course is part of a range of ITIL Intermediate LevelQualifications. Before taking this course you must havesuccessfully completed and passed one of the followingfoundation level qualifications: ITIL v3 or 2011 Foundation, or ITIL v2 Foundation and v2/v3 Foundation Bridge. The ITIL Continual Service Improvement Certificateis part of the ITIL Intermediate lifecycle stream, andone of the modules that leads to the ITIL ExpertCertificate in IT Service Management.ITIL MasterITIL ExpertManaging Across the LifecycleSS SD ST SO CSIOSA PPO RCV SOAIntermediate LifecycleIntermediate CapabilityITIL Foundation Crown Copyright 2011. Reproduced with permission from Axelos LtdWho will Benefit from this Course?This course will be of benefit to any IT professional whoneeds to understand the concepts and activities of ITILContinual Service Improvement at management level,but not specific details about each of the supportingprocesses.It is also suitable if you have completed the ITILFoundation certificate, and you are wishing to advance tohigher level ITIL certifications.Course MaterialsWhen you log in to the course you will have access tothe following learning materials.A series of interactive tutorials that cover the followingtopics: Introduction to Continual Service Improvement Continual Service Improvement Principles Continual Service Improvement Processes Continual Service Improvement TechnologyRelated Activities Organizing for Continual Service Improvement Technology Considerations Implementation of Continual Service Improvement Challenges, Critical Success Factors and Risks Exam Preparation Copyright 2015 Good e-Learning, all rights reserved. This e-Learning course is delivered by Good e-Learning, and accredited by PeopleCert.No part of this publication may be reproduced, resold, stored in a retrieval system, or distributed in any form or by any means, without the prior permission of the copyright owner.Such requests for permission may be submitted to: marketing@goodelearning.com. Good e-Learning is a trading name used by Educational Systems Ltd.ITIL is a Registered Trademark of AXELOS Ltd.3
ITIL Intermediate: Continual Service Improvement - Lesson PlanExercises/Personal RevisionHow to Book an ExamThere are a number of exercises which can be used forpersonal revision, to consolidate learning. They also helpto break up the videos.You can book a PeopleCert exam via the PeopleCert website.You will first need to create an account by filling in yourpersonal details.QuizzesEvery module ends with a number of multiple choicequiz questions. These match, as far as is possible, theformat of the official exam, and are intended to beequally challenging. By having these quiz sessions aftereach module, you will gain confidence that you aremeeting the learning objectives of this qualification.Additionally, the course contains the following:In order to book your exam, you will need an ExamVoucher. If you purchased this with your course, whenyou think you are ready to book, please contact us andwe will send one immediately. The exam voucher is validfor 1 year from the date of issue.How to Take the ExamBecause the exam is taken online, you can take it at alocation and time that suits you. Exercises in a downloadable exercise booklet, tofurther consolidate your learning.Using PeopleCert software, your computer’s webcam andmicrophone records your exam session from start to finish. Suggested answers to the exercises in adownloadable booklet. A downloadable copy of the official Acronymsdocument.At the end of the exam, the recorded video and audio isthen sent to PeopleCert, to be reviewed retrospectively by aremote proctor. The proctor will look at the recorded footageto check you have complied with exam guidelines. A downloadable copy of the official Glossary which isalso available online throughout the course. Two official Mock exams, with answers A number of additional downloadable resourceswhich concentrate on a key concept or process.Mock ExamsWe strongly encourage you to attempt both mock examsas part of your revision. The mock exams are intendedto closely simulate the exam conditions that you will facewhen taking the real thing. Tutor support is available ifyou are struggling to achieve a pass mark.Taking the ITIL Continual ServiceImprovement ExamUpon completing this course you should be able to preparefor the ITIL Continual Service Improvement Exam. This canbe taken online at a place and time that suits you, usingPeopleCert.PeopleCert is a service that allows you to take yourcertification exam online (virtually) from your own PC orlaptop. If you purchased the course and a voucher for theexam, we will provide the voucher to you on request.You will receive the final result within 10 days by e-mail andpost.What does the ITIL Continual ServiceImprovement Exam Consist of?This is a multiple choice exam consisting of eightscenario-based questions.Each question is gradient scored, meaning that you willhave four answer options to choose from, and eachanswer will either be worth five marks, three marks, onemark, or zero marks.You will have 90 minutes to complete the exam.The exam is closed book - you cannot make use of anyresources or materials during the exam.There are a maximum of 40 potential marks in this exam;to pass you must get at least 28 out of 40 marks correct(70%).How to Get Help from our ITIL Trainerand MentorFor all enquiries, a qualified ITIL Tutor can always bereached by e-mail (itil-tutor@goodelearning.com) orby clicking a link from the ‘support section’ within thecourse. You will receive a response to your ITIL questionor query within 24 hours.Detailed Lesson PlanThe following tables summarise each of the modules, theirlearning objectives, and the method(s) of delivery. The totalstudying time required for this course is 29 hours. Copyright 2015 Good e-Learning, all rights reserved. This e-Learning course is delivered by Good e-Learning, and accredited by PeopleCert.No part of this publication may be reproduced, resold, stored in a retrieval system, or distributed in any form or by any means, without the prior permission of the copyright owner.Such requests for permission may be submitted to: marketing@goodelearning.com. Good e-Learning is a trading name used by Educational Systems Ltd.ITIL is a Registered Trademark of AXELOS Ltd.4
ITIL Intermediate: Continual Service Improvement - Lesson PlanModule 1: Introduction (3 hours)Upon starting Module 1, you will receive detailed instructions for navigating the e-learning course and how to accesssupport for your studies.Module 2: Continual Service Improvement Principles (3 hours)Session TitleDurationLesson 1:IntroductionLesson 2:Introduction2 hours(for Lessons 1 to 3)Lesson 3:CSI Approach andBusiness InputLearning ObjectiveDelivery MethodUnderstand and describe: The purpose of continual service improvement (CSI 1.1.1) The objectives of continual service improvement (CSI 1.1.2) Continual service improvement’s value to the business (CSI 1.1.4)Video and VoiceoverUnderstand and describe: The Continual Service Improvement approach (CSI 3.1) The input required from the business for effective improvement(CSI 3.1.1)Video and VoiceoverUnderstand and describe: The Continual Service Improvement approach (CSI 1.2) The input required from the business for effective improvement(CSI 3.12)Video and VoiceoverExercise30 mins(to include review)Continual service improvement basics exerciseTextQuiz8 mins(to include review)4 quiz questions to consolidate learning. Each question has anexplanation provided, and the student may review their answers.Multiple Choice QuestionsSession TitleDurationLearning ObjectiveDelivery MethodIntroductionThe learning objectives for this lesson cover the knowledge,interpretation and analysis of continual service improvementprinciples: Organizational change CSI register CSI and service frameworks Deming cycle GovernanceLesson 1:Continual ServiceImprovementPrinciplesThe learning objectives for this lesson cover the knowledge,interpretation and analysis of CSI principles: How the success of CSI depends upon an understanding ofchange within an organization and clear and unambiguousaccountability and ownership (CSI 3.2, CSI 3.3) It is important to understand how the CSI register supports theapplication of CSI, and makes use of knowledge management aspart of an improvement initiative (CSI 3.3) How CSI drives the adoption of, and is influenced by service levelmanagement and how frameworks, models, standards andquality systems fully support the concepts embodied in CSI(CSI 3.4, CSI 3.6) How the Deming Cycle is critical to both the implementation andapplication of CSI (CSI 3.8)Video and VoiceoverThe learning objectives for this lesson cover the knowledge,interpretation and analysis of CSI principles: CSI 7 step process (CSI 4.1) IT Governance Frameworks, models, standards and quality systems (CSI 3.11)Video and Voiceover2 hours(for Lessons 1 and2 together)Lesson 2:Continual ServiceImprovementPrinciplesExercise30 mins(to include review)CSI register exerciseTextQuiz12 mins(to include review)5 quiz questions to consolidate learningMultiple Choice Questions Copyright 2015 Good e-Learning, all rights reserved. This e-Learning course is delivered by Good e-Learning, and accredited by PeopleCert.No part of this publication may be reproduced, resold, stored in a retrieval system, or distributed in any form or by any means, without the prior permission of the copyright owner.Such requests for permission may be submitted to: marketing@goodelearning.com. Good e-Learning is a trading name used by Educational Systems Ltd.ITIL is a Registered Trademark of AXELOS Ltd.5
ITIL Intermediate: Continual Service Improvement - Lesson PlanModule 3: Continual Service Improvement Processes (5 hours)Session TitleDurationIntroductionLearning ObjectiveDelivery MethodThe module covers the managerial and supervisory aspects of theCSI process. It excludes the day-to-day operation of each process.More detailed process operation guidance is covered in the servicecapability courses.Each process is considered from the management perspective.That means at the end of this module you should understand thoseaspects that would be required to understand each process and itsinterfaces, oversee its implementation and judge its effectivenessand efficiency.Lesson 1:CSI Process - Part 1Lesson 2:CSI Process - Part 13 hours, 30 mins(for Lessons 1 to 3)Lesson 3:CSI Process - Part 2Understand, describe and apply the following topics The purpose, objectives and scope of the process and its valueto the business (CSI 4.1.1 - CSI4.1.3) The policies, principles and basic concepts which apply to it(CSI 4.1.4 )Video and VoiceoverUnderstand, describe and apply the following topics: High level process activities, methods and techniques (CSI 4.1.5)Video and VoiceoverUnderstand, describe and apply the following topics: Triggers, inputs, outputs and interfaces (CSI 4.1.6) CSFs and KPIs, challenges and risks (CSI 4.1).Video and VoiceoverExercise 145 mins(to include review)Continual Service Improvement process exerciseTextExercise 230 mins(to include review)CSI across the lifecycleTextQuiz18 mins(to include review)8 quiz questions to consolidate learningMultiple Choice Questions Copyright 2015 Good e-Learning, all rights reserved. This e-Learning course is delivered by Good e-Learning, and accredited by PeopleCert.No part of this publication may be reproduced, resold, stored in a retrieval system, or distributed in any form or by any means, without the prior permission of the copyright owner.Such requests for permission may be submitted to: marketing@goodelearning.com. Good e-Learning is a trading name used by Educational Systems Ltd.ITIL is a Registered Trademark of AXELOS Ltd.6
ITIL Intermediate: Continual Service Improvement - Lesson PlanModule 4: CSI Methods and Techniques (9 hours)Session TitleDurationLearning ObjectiveDelivery MethodIntroductionThis module introduces the methods and techniques which areprimarily used to deliver CSI. The area of focus in this modulerelates to how to perform and interpret assessments, gap analysis,benchmarking, service measurement, metrics, balanced scorecards,SWOT analysis, service reports and return on investment. Themodule also explains how CSI can use availability, capacity, IT servicecontinuity and problem management to support its activities.Lesson 1:Assessments andGap AnalysisUnderstand, describe, apply, or analyze: How to perform and interpret assessments and gap analysis(CSI 5.2.5)Video and VoiceoverLesson 2:BenchmarkingUnderstand, describe, apply, or analyze: How to perform and interpret benchmarking. (CSI 5.3)Video and VoiceoverLesson 3:ServiceMeasurementand MetricsUnderstand, describe, apply, or analyze: How to perform and interpret service measurement and metrics.(CSI 5.4)Video and VoiceoverLesson 4:Methods andTechniques - Part 1Understand, describe, apply, or analyze: How to perform and interpret balanced scorecards, SWOTanalysis, and service reports (CSI 5.5)Video and VoiceoverLesson 5:Methods andTechniques - Part 2Understand, describe, apply, or analyze: How to perform and interpret return on investmentVideo and Voiceover6 hours, 30 mins(for Lessons 1 to 5)How CSI can use availability, capacity, IT service continuity andproblem management to support its activities. (CSI 5.7 - CSI 5.8)Exercise 120 mins(to include review)Requirement catalogue exerciseTextExercise 230 mins(to include review)Benchmarking exerciseTextExercise 330 mins(to include review)Interpreting metricsTextExercise 420 mins(to include review)CSFs and KPIs exerciseTextExercise 530 mins(to include review)Balanced scorecard exerciseTextQuiz12 mins(to include review)5 quiz questions to consolidate learningMultiple Choice Questions Copyright 2015 Good e-Learning, all rights reserved. This e-Learning course is delivered by Good e-Learning, and accredited by PeopleCert.No part of this publication may be reproduced, resold, stored in a retrieval system, or distributed in any form or by any means, without the prior permission of the copyright owner.Such requests for permission may be submitted to: marketing@goodelearning.com. Good e-Learning is a trading name used by Educational Systems Ltd.ITIL is a Registered Trademark of AXELOS Ltd.7
ITIL Intermediate: Continual Service Improvement - Lesson PlanModule 5: Organizing for Continual Service Improvement (2 hours)Session TitleLearning ObjectiveDelivery MethodIntroduction:Organizing for CSIIntroductionAt the end of this module you should be able to understand,describe, apply and analyze the roles relevant to CSI and theirresponsibilities, skills and competencies, including: service owner,process owner, process manager, process practitioner and CSImanager. It also reviews the nature of the activities and the skillsrequired for the seven-step improvement process as well as the howauthority matrices (RACI) are used by CSIVideo and VoiceoverLesson 1:Organizing for CSI Part 1This learning unit covers: Roles relevant to CSI and their responsibilities, skills andcompetencies, including: service owner, process owner, processmanager, process practitioner and CSI manager (CSI 6.3)Video and VoiceoverThis learning unit covers: Roles relevant to CSI and their responsibilities, skills andcompetencies (CSI 6.3) Nature of the activities and the skills required for the seven-stepimprovement process (CSI 6.8)Video and VoiceoverLesson 2:Organizing for CSI Part 2Duration1 hour, 30 mins(for Lessons 1 and2 together)How authority matrices (RACI) are used by CSExercise 130 mins(to include review)Comparison of roles exerciseTextExercise 230 mins(to include review)Roles in the CSI 7 stepsTextQuiz8 mins(to include review)4 quiz questions to consolidate learning.Multiple Choice QuestionsModule 6: Technology Considerations (1 hour)Session TitleDurationLesson 1:TechnologyConsiderationsIntroductionLearning ObjectiveDelivery MethodUnderstand, describe, apply and analyze: The technology and tools used to support CSI, in particular,holistic IT service management tools as well as tools for systemand network, event, performance, project and portfolio andfinancial management. (CSI 7.1)Other related areas covered in this unit are automated incidentand problem resolution, statistical analysis tools and businessintelligence/reporting.Quiz6 mins(to include review)3 quiz questions to consolidate learningMultiple Choice QuestionsModule 7: Implementing Continual Service Improvement (3 hours)Session TitleDurationIntroductionLearning ObjectiveDelivery MethodUnderstand, describe and analyze: Factors to be considered when implementing Continual ServiceImprovementSpecifically, when and where to start, the role of governance and theeffect of organizational change and communication strategies andplanning. (CSI 8.1, 8.2, 8.3, 8.4, 8.5)Lesson 1:ImplementingContinual ServiceImprovement Part 1Lesson 2:Implementing CSI Part 22 hours(for Lessons 1 and2 together)Understand, describe and analyze: When and where to start, the role of governance (CSI 8.1, 8.2, 8.3)Video and VoiceoverUnderstand, describe and analyze:The effect of organizational change and communication strategiesand planning (CSI 8.4)Video and VoiceoverExercise 130 mins(to include review)Communication strategy and plan exerciseTextExercise 230 mins(to include review)Effect of organizational change on CSITextQuiz8 mins(to include review)3 quiz questions to consolidate learningMultiple Choice Questions Copyright 2015 Good e-Learning, all rights reserved. This e-Learning course is delivered by Good e-Learning, and accredited by PeopleCert.No part of this publication may be reproduced, resold, stored in a retrieval system, or distributed in any form or by any means, without the prior permission of the copyright owner.Such requests for permission may be submitted to: marketing@goodelearning.com. Good e-Learning is a trading name used by Educational Systems Ltd.ITIL is a Registered Trademark of AXELOS Ltd.8
ITIL Intermediate: Continual Service Improvement - Lesson PlanModule 8: Challenges, CSF’s and Risks (1 hour)Session TitleDurationLearning ObjectiveDelivery MethodChallenges, CSFsand Risks1 hourThe learning objective for this module is to understand thechallenges, risks and critical success factors relating to CSI.(CSI 9.1, 9.2, 9.3, CSI 4.1.13, CSI 4.1.12, CSI 4.1.13)Video and VoiceoverQuiz4 mins(to include review)2 quiz questions to consolidate learningMultiple Choice QuestionsModule 9: Exam Preparation (2 hours)Session TitleDurationLearning ObjectiveDelivery MethodExam Preparation2 hourThis unit summarizes the material covered in the previous units andprepares candidates for the examination. It is likely that most courseproviders will wish to offer and review at least one opportunity for amock examination.Video and Voiceover Copyright 2015 Good e-Learning, all rights reserved. This e-Learning course is delivered by Good e-Learning, and accredited by PeopleCert.No part of this publication may be reproduced, resold, stored in a retrieval system, or distributed in any form or by any means, without the prior permission of the copyright owner.Such requests for permission may be submitted to: marketing@goodelearning.com. Good e-Learning is a trading name used by Educational Systems Ltd.ITIL is a Registered Trademark of AXELOS Ltd.9
ITIL Intermediate: Continual Service Improvement - Lesson PlanITIL TerminologyAfter studying this course you should be able to understand the meanings of the following terms in the context of continualservice improvement. A full ITIL glossary with definitions is available from within the course and as a PDF download.AccountingEnhancing ServiceProject PortfolioAnalytical ModellingExcitement FactorReal ChargingApplication PortfolioExternal CustomerReturn on Investment ManagerAssetExternal Service ProviderService AnalyticsBillingFinancial YearService CatalogueBudgetingFixed CostService ContractBusiness CaseFunction Service CharterBusiness Impact AnalysisIndirect CostService Knowledge ManagementSystemBusiness ObjectiveInsourcingBusiness RelationshipInternal CustomerBusiness UnitInternal Rate of ReturnCapabilityInternal Service ProviderCapacity PlanISO 9001Capital CostISO/IEC 20000Change ProposalIT Service ManagementCharging PolicyIT Steering GroupContractKano ModelControl PerspectiveManagement InformationCore ServiceManagement SystemCost CentreMarket SpaceCost ElementMissionCost ModelModellingCost TypeNear-ShoreCost UnitNet Present ValueCSI RegisterNetworkCustomer AgreementNotional ChargingCustomer PortfolioOff-Shore ValueCustomer-Facing ServiceOn-ShoreDepreciationOperational CostDesign Co-ordinationOpportunity CostDirect CostPattern of Business ActivityEconomies of encyProfit CentreEnabling ServiceProjectService Level AgreementService ModelService OptionService OwnerService PortfolioService ProviderService Provider InterfaceSupplierSupporting ServiceTotal Cost of UtilizationType I Service ProviderType II Service ProviderType III Service ProviderUnit CostUser ProfileValue ChainVision Copyright 2015 Good e-Learning, all rights reserved. This e-Learning course is delivered by Good e-Learning, and accredited by PeopleCert.No part of this publication may be reproduced, resold, stored in a retrieval system, or distributed in any form or by any means, without the prior permission of the copyright owner.Such requests for permission may be submitted to: marketing@goodelearning.com. Good e-Learning is a trading name used by Educational Systems Ltd.ITIL is a Registered Trademark of AXELOS Ltd.10
ITIL Intermediate: Continual Service Improvement Lesson Plan. . Continual service improvement basics exercise Text Quiz 8 mins (to include review) 4 quiz questions to consolidate learning. Each question has an explan
