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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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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LIST OF ICONS
confusing
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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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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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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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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:
Day2 Continual Service ImprovementUnit Subject Start End Total Time
(in hours)
3 The Continual Service Improvement Process 08:00 09:00 01:00
4 CSI Methods and Techniques 09:00 12:00 03:00
LUNCH 12:00 01:00 01:00
4 CSI Methods and Techniques 01:00 05:00 04:00
Homework (review of day's material) 01:00
TOTAL 10:00
Total – (less lunch & homework) 08:00
Day3 Continual Service ImprovementUnit Subject Start End Total Time
(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*
Course Introduction 02:00 02:30 00:30
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
Unit Subject Start End Time*
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
Unit Subject Start End Time*
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
Unit Subject Start End Time*
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
Unit Subject Start End Time*
Course Introduction 08:00 08:30 00:30
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
3 The Continual Service Improvement Process 01:00 03:00 02:00
4 CSI Methods and Techniques 03:00 05:00 02:00
Homework (review of day’s material) 01:00
Total 10:00
Total – (less lunch & homework) 08:00
Day2 Continual Service Improvement *All times in hours
Unit Subject Start End Time*
4 CSI Methods and Techniques 08:00 09:00 01:00
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
Day1 Continual Service Improvement *All times in hours
Unit Subject Start End Time*
Course Introduction 08:00 08:30 00:30
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
3 The Continual Service Improvement Process 01:00 03:00 02:00
4 CSI Methods and Techniques 03:00 05:00 02:00
Homework (review of day’s material) 01:00
Total 10:00
Total – (less lunch & homework) 08:00
Day2 Continual Service Improvement *All times in hours
Unit Subject Start End Time*
4 CSI Methods and Techniques 08:00 09:00 01:00
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.
Write your answer in the space provided.
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?
Write your answer in the space provided.
Answer:
Q2. Discuss the steps of the CSI process.
Write your answer in the space provided.
Answer:
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Q3. In your environment, what approaches have you used to drive CSI?
Write your answer in the space provided.
Answer:
Q4. Identify at least one approach to CSI and discuss what worked and what didn’t.
Write your answer in the space provided.
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.
Write your answer in the space provided.
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.
Write your answer in the space provided.
Answer:
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Q2. How does SLM help the business?
Write your answer in the space provided.
Answer:
Q3. How does SLM differ from CSI?
Write your answer in the space provided.
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.
Write your answer in the space provided.
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.
Write your answer in the space provided.
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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