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ITIL® Intermediate Continual Service Improvement Course

By: McTimothy Associates Consulting LLC  

State, Nigeria

15 - 17 Jul, 2021  3 days

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NGN 100,000

Venue: The Professional Place 12B, Olumoroti Street, Gbagada Phase 2 Estate, Gbagada Lagos.

ITIL in relation to other publications in the Best Management Practice

  • portfolio
  • Why is ITIL so successful?
  • Chapter summary

Service management as a practice

  • Services and service management
  • Basic concepts
  • Governance and management systems
  • The service lifecycle

Continual service improvement principles

  • Continual service improvement approach
  • CSI and organizational change Ownership
  • CSI register
  • External and internal drivers
  • Service level management
  • Knowledge management
  • The Deming Cycle
  • Service measurement
  • IT governance
  • Frameworks, models, standards and quality systems
  • CSI inputs and outputs

Continual service improvement processes

  • The seven-step improvement process

Continual service improvement methods and techniques

  • Methods and techniques
  • Assessments
  • Benchmarking
  • Service measurement
  • Metrics
  • Return on investment
  • Service reporting
  • CSI and other service management processes
  • Summary

Organizing for continual service improvement

  • Organizational development
  • Functions
  • Roles
  • Customer engagement
  • Responsibility model – RACI
  • Competence and training

Technology considerations

  • Tools to support CSI activities

Implementing continual service improvement

  • Critical considerations for implementing CSI
  • Where do I start?
  • Governance
  • CSI and organizational change
  • Communication strategy and plan

Challenges, risks and critical success factors

  • Challenges
  • Critical success factors
  • Risks
The Professional Place 12B, Olumoroti Street, Gbagada Phase 2 Estate, Gbagada Lagos. Jul 15 - 17 Jul, 2021
NGN 100,000.00(Group Discount Applies)
NGN 100,000.00(Group Discount Applies)
NGN 100,000.00(Group Discount Applies)
(Convert Currency)

Blessing Aguta 07034854045; 09080022449; 08058805333

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