itil intermediate course: csi student handbook (reference material_r3.2.0)

ITpreneurs™ Service Management

REFERENCE MATERIAL

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 (REFER TO WORKBOOK) NA

GENERAL TRAINING TIPS (REFER TO WORKBOOK) NA

ACKNOWLEDGEMENTS VI

FOLLOW US VII

COURSE INTRODUCTION 1

Introductions 2

Course Introduction 2

Course Learning Objectives 3

Unique Nature of the Course 4

COURSE AGENDA

(REFER TO WORKBOOK) NA




UNIT 1: CONTINUAL SERVICE IMPROVEMENT 11

Summary of Unit 1 31

UNIT 2: CONTINUAL SERVICE IMPROVEMENT PRINCIPLES 33Sample

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UNIT 3: THE CONTINUAL SERVICE IMPROVEMENT PROCESS 65


UNIT 4: CSI METHODS AND TECHNIQUES 123


UNIT 5: ORGANIZING FOR CSI 237Sample

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UNIT 6: TECHNOLOGY CONSIDERATIONS 275


UNIT 7: IMPLEMENTING CSI 299


UNIT 8: CHALLENGES, CRITICAL SUCCESS FACTORS, AND RISKS 333


APPENDIX A: CASE STUDY (REFER TO WORKBOOK) NA

APPENDIX B: MIND MAP EXCERCISE 343

APPENDIX C: GLOSSARY 345

APPENDIX D: SYLLABUS 439

APPENDIX E: ANSWERS (REFER TO WORKBOOK) NA

APPENDIX F: DIAGRAMS (MACRO VIEW) NA

APPENDIX G: RELEASE NOTES 457

STUDENT FEEDBACK FORM (REFER TO WORKBOOK) NASample

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

LIST OF ICONS

confusing

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

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

INTRODUCTIONS

2

Course IntroductionIntermediateContinual Service Improvement

Welcome!Please share with the class:

®)

Course IntroductionIntroductions

COURSE INTRODUCTION

3


Overview

The CSI course helps you understand and implement ITIL best practices related to:


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Overview

COURSE LEARNING OBJECTIVES

4


At the end of this training, you will have gained theknowledge and skills to:


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UNIQUE NATURE OF THE COURSE

5


Course Delivery Method

This course will not be delivered in the traditional mode of technical training.

Participate in your learning experience.

Internalize learning to take your final examination.

Apply new, practical experience.

You will benefit when

you:

Course Introduction Course Learning ObjectivesIntroductions Unique Nature of the Course

Course Delivery Methodnot be delivered

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Sample from the Student Reference Material and Workbook

Course Introduction Course Learning ObjectivesIntroductions Unique Nature of the Course

Student Materials

Student Reference Material:

Student Workbook:

Mock Exam

The Royal Chao Phraya Hotel Case Study

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relate to IT.

Intermediate Course MatrixImportant information on Intermediate-level syllabi:

COURSE QUALIFICATION SCHEME

7


Course Agenda and Exam DetailsCourse Qualification Scheme

© Crown Copyright 2011 Reproduced under licence from the Cabinet Office

Legend

SS Service Strategy

SD Service Design

ST Service Transition

SO Service Operation

CSI Continual Service Improvement

OSA Operational Support and Analysis

PPO Planning, Protection, and Optimization

RCV Release, Control, and Validation

SOA Service Offerings and Agreements

ITIL Qualification Scheme and Credit Assignment

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Continual Service Improvement

Improvement Process

Measurement Management

Reporting Management

Legend:Adapted from ITIL Core © Crown Copyright 2011 Reproduced under licence from Cabinet Office


Operational Support and Analysis (OSA):

Planning Protection and Optimization (PPO):

Release, Control, and Validation (RCV):

Service Offerings and Agreements (SOA):

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Note:

COURSE AGENDA AND EXAM DETAILS

Course Prerequisites:For the Capability courses

For the Lifecycle courses,

9


Exam Requirements


Duration: 1.5 hoursQuestions: 8 Multiple-Choice Questions Each question has 4 Answer OptionsScoring Scheme: Most Correct Answer: Worth 5 marksSecond Best Answer: Worth 3 marksThird-Best Answer: Worth 1 markDistracter: No marksFormat: Closed-book, online, or paper-based examinationPass Score: 28/40 or 70% Distinction Score:Contact Hours: 21-hour formal training with Accredited Training Organization (ATO)Personal Study Hours by APMG: 21 hours

Provisions for additional time relating to language: Candidates completing an exam:

language, have a maximum of 120 minutes to complete the exam

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Useful Tips for Writing the Exam:

questions.

Note:

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Unit1Continual Service Improvement

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Unit 1 : Continual Service ImprovementIntermediateContinual Service Improvement

OverviewContinual Service Improvement (CSI) is an organizational concept that has been discussed for many years.

However, for some organizations, the concept has failed to move beyond discussion.

CSI becomes a project when something has failed and severely affects the business.

However, when the issue is resolved, CSI is quickly forgotten until the next major failure occurs.

Overview

culture for it to be successful.

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Topics Covered in This ModuleThis module consists of the following topics:

1.1 Purpose and Objectives 1.2 Scope 1.3 Value to the Business1.4 Approach to CSI1.5 Business Questions for CSI1.6 Context of CSI in the ITIL Service Lifecycle1.7 Inputs and Outputs of CSI1.8 Sample Test Question

4


Unit Learning ObjectivesAt the end of this unit, you will be able to:

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1.1 PURPOSE AND OBJECTIVES

A C T I V I T Y I N W O R K B O O K

6


CSI-driven improvement activities support the Service Lifecycle through:

PurposeCSI:

eye on the various Service applications and Service Operations within the Service Lifecycle of a company.

ervice Strategyervice Designervice Transitionervice Operation

1.2 Scope 1.3 Value to the Business 1.41.1

PurposeCore Guidance Reference — CSI 1.1.1

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ObjectivesThe objectives of CSI are:

“Review, analyse, prioritize and make recommendations on improvement opportunities in each lifecycle stage: service strategy, service design, service transition, service operation and CSI itselfReview and analyse service level achievement Identify and implement specific activities to improve IT service quality and improve the efficiency and effectiveness of the enabling processesImprove cost effectiveness of delivering IT services without sacrificing customer satisfactionEnsure applicable quality management methods are used to support continual improvement activitiesEnsure that processes have clearly defined objectives and measurements that lead to actionable improvementsUnderstand what to measure, why it is being measured and what the successful outcome should be.”

(Source: Continual Service Improvement book)

1.2 Scope 1.3 Value to the Business 1.4 Approach to CSIPurpose and Objectives1.1

Just Concluded T R A N S I T I O N

1.2Scope

1.1Purpose and Objectives

Coming Up

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1.2 SCOPE


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Scope

The overall health of ITSM as a discipline

The continual alignment of the service portfolio with the current and future business needs

The maturity and capability of the organization, management, processes and people utilized by the services

Continual improvement of all aspects of the IT service and the service assets that support them



ScopeCore Guidance Reference — CSI 1.1.2

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Activities Supporting CSIThe activities that help CSI are:

“Reviewing management information and trends to ensure that services are meeting agreed service levelsReviewing management information and trends to ensure that the output of the enabling processes are achieving the desired resultsPeriodically conducting maturity assessments against the process activities and associated roles to demonstrate areas of improvement or, conversely, areas of concernPeriodically conducting internal audits verifying employee and process compliance”



Activities of CSI

“Reviewing management information and trends to ensure that services are meeting agreed service levels

Reviewing management information and trends to ensure that the output of the enabling processes are achieving the desired results

Periodically conducting maturity assessments against the process activities and associated roles to demonstrate areas of improvement or, conversely, areas of concern

Periodically conducting internal audits verifying employee and process compliance

Reviewing existing deliverables for appropriateness

Periodically proposing recommendations for improvement opportunities

Periodically conducting customer satisfaction surveys

Reviewing business trends and changed priorities, and keeping abreast of business projections

Conducting external and internal service reviews to identify CSI opportunities

Measuring and identifying the value created by CSI improvements”Sample

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1.3Value to the Business

1.2Scope

Coming Up

1.3 VALUE TO THE BUSINESS

Core Guidance Reference — CSI 1.1.4

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Value to the Business

Adopting CSI methods and consistent approaches to continual improvement will help your organization:

“Lead to a gradual and continual improvement in service quality, where justifiedEnsure that IT services remain continuously aligned to business requirementsResult in gradual improvements in cost effectiveness through a reduction in costs and/or the capability to handle more work at the same costUse monitoring and reporting to identify opportunities for improvement in all lifecycle stages and in all processesIdentify opportunities for improvements in organizational structures, resourcing capabilities, partners, technology, staff skills and training, and communications.”


Adopting CSI best practices enables organizations to deliver significant benefits setting up CSI and the process that supports it, and to make effective use of the process to facilitate the effective improvement of service quality.



1.4Approach to CSI

1.3 Value to the Business

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1.4 APPROACH TO CSI


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Adapted from Continual Service Improvement Approach © Crown Copyright 2011 Reproduced under licence from Cabinet Office

What is the vision?

Where are we now?

Where do we wantto be?

How do we get there?

Did we get there?

How do we keep themomentum going?

Business vision,mission, goals and

objectives

Baselineassessments

Measurabletargets

Service and processimprovement

Measurements andmetrics


CSI Approach Core Guidance Reference — CSI 3.1

vision should align the business and IT strategies.

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1.5Business Questions for CSI

1.4Approach to CSI

Coming Up

1.5 BUSINESS QUESTIONS FOR CSI

14


1.6 Context of CSI in the ITIL Service Lifecycle 1.7 Inputs and Outputs of CSI 1.8 Sample Test QuestionBusiness Questions for CSI1.5

Business Questions for CSIIf the business does not develop an understanding of the reasons for the given questions, it can lead to challenges or poor Service.

Question ReasonWhat is the vision? The IT Service Provider asks this question to better

understand what the long-term goals are.

Where are we now? The business should ask this question as it creates a baseline of delivered Services.

Where do we want to be? The answer to this question helps define business requirements.

How do we get there? What improvement initiatives are required to achieve the short-, medium-, and long-term goals?

When an opportunity is identified, it should be captured in the CSI register.

Did we get there? Progress is documented through monitoring, reporting, and reviewing Service level achievements and actual performance against targets.

Business Questions for CSICore Guidance Reference — CSI 3.1.2

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1.6Context of CSI in the ITIL Service Lifecycle

1.5Business Questions for CSI

Coming Up

1.6 CONTEXT OF CSI IN THE ITIL SERVICE LIFECYCLE


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Example of Improvement Opportunities for CSI

CSI will achieve limited success if it focuses only on the Service Operation phase. It will be like leaving a Problem untreated and treating the symptoms of the Problem instead. Often, the Problem begins at the Service Strategy or Service Design phase. The implementation of a Service improvement process has to have a broader outlook to be of much greater value to the business.


Context of CSI in the ITIL Service Lifecycle Core Guidance Reference — CSI 1.2

Interfaces with Other Service Lifecycle Phases

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Service Strategy


Service Strategy describes the principles underpinning the practice of Service Management that are useful for developing Service Management policies, guidelines, and processes.

Service Strategy includes the development of market spaces, characteristics of internal and external provider types, Service Assets, the Service Portfolio and implementation of strategy through the Service Lifecycle.

Service Strategy helps organizations to set objectives and expectations of performance towards serving customers and market spaces, and to identify, select, and prioritize opportunities.

Service Strategy

Service Strategy

Service Strategy

Service Strategy

Service Strategy

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Service Design


Service Design encompasses the whole IT organization, for it is the organization as a whole that delivers and supports the Services.

Design provides guidance for the design and development of Services and Service Management practices.

It includes the Changes and improvements necessary to increase or maintain value to customers over the Lifecycle of Services, the continuity of Services, achievement of Service levels, and conformance to standards and regulations.

Service DesignService Design

Service Design

Design

Assets.

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Service Transition


Service Transition provides guidance for the development and improvement of capabilities for introducing new and changed Services into supported environments.

Service Transition describes best practice in transition planning and support, Change Management, Service Asset and Configuration Management, Release and Deployment Management, Service Validation and Testing, Change Evaluation, and Knowledge Management.

It provides guidance on managing the complexity related to Changes to Services and Service Management processes, preventing undesired consequences while allowing for innovation.

Service TransitionService Transition

Service Transition

Service Transition

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Service Operation


Service Operation describes best practice for managing Services in supported environments.

Service Operation provides guidance on how to maintain stability in Service Operation, allowing for Changes in design, scale, scope, and Service levels.

It includes guidance on achieving effectiveness and efficiency in the delivery and support of Services to ensure value for the customer, the users, and the Service Provider.

Service OperationService Operation

Service Operation

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Continual Service Improvement provides guidance on creating and maintaining value for customers through better strategy, design, transition, and operation of Services.

It combines principles, practices, and methods from quality management, Change Management and capability improvement.

It describes best practice for achieving incremental and large-scale improvements in Service quality, operational efficiency, and business continuity, and for ensuring that the Service Portfolio continues to be aligned to business needs.

Continual Service ImprovementContinual Service Improvement

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Adapted from CSI and the service lifecycle © Crown Copyright 2011 Reproduced under licence from Cabinet Office


Service strategy

Strategies, policies,standards Feedback

Lessons learnedfor improvement

FeedbackLessons learnedfor improvement

Service design

Plans to create and modifyservices and service

management processes

Service transition

Manage the transition of anew or changed service

and/or service managementprocess into production

Day-to-day operation ofservices and service

management processes

Service operation

Continual service improvementActivities are embedded in the service lifecycle

Output

Output

Output




CSI Throughout the Lifecycle


1.7Inputs and Outputs of CSI

1.6Context of CSI in the ITIL Service Lifecycle

Coming Up

Example of Output as an Input into the Next Phase

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1.7 INPUTS AND OUTPUTS OF CSI

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Inputs and Outputs of CSIThe following table identifies the inputs and outputs of the CSI stage from the other Lifecycle phases:


Service strategy

Vision and missionService portfolioPoliciesStrategies and strategic plansPrioritiesFinancial information and budgetsPatterns of business activityAchievements against metrics, KPIs and CSFsImprovement opportunities logged in the CSI register

Results of customer and user satisfaction surveysInput to business cases and the service portfolioFeedback on strategies and policiesFinancial information regarding improvement initiatives for input to budgetsData required for metrics, KPIs and CSFsService reportsRequests for change (RFCs) for implementing improvements”


Inputs and Outputs of CSICore Guidance Reference — CSI 3.12

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“Lifecycle stage CSI inputs (from the lifecycle stages in CSI outputs (to the lifecycle stages in the

Service strategy Vision and mission

Service portfolio

Policies

Strategies and strategic plans

Priorities

Financial information and budgets

Patterns of business activity

Achievements against metrics, KPIs and CSFs

Improvement opportunities logged in the CSI register

Results of customer and user satisfaction surveys

Input to business cases and the service portfolio

Feedback on strategies and policies

Financial information regarding improvement initiatives for input to budgets

Data required for metrics, KPIs and CSFs

Service reports

Requests for change (RFCs) for implementing improvements

Service design Service catalogue

Service design packages including details of utility and warranty

Knowledge and information in the SKMS


Design of services, measurements, processes, infrastructure and systems

Design for the seven-step improvement process and procedures



Input to design requirements


Service reports

Feedback on service design packages

RFCs for implementing improvements

Service transition Test reports

Change evaluation reports





Input to testing requirements


Input to change evaluation and change advisory board meetings

Service reports

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“Lifecycle stage CSI inputs (from the lifecycle stages in CSI outputs (to the lifecycle stages in the

Service operation Operational performance data and service records

Proposed problem resolutions and proactive measures





Service reports and dashboards


RFCs for implementing improvements”


1.8Sample Test Question

1.7Inputs and Outputs of CSI

Coming Up

1.8 SAMPLE TEST QUESTION

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. 31Copyright © 2011, ITpreneurs Nederland B.V. All rights reserved. 31

Summary of Unit 1Continual Service ImprovementUnit Roadmap SummaryOverviewUnit Learning Objectives Learning Objectives of the Unit.

1.1 Purpose and Objectives

Purpose

Objectives

1.2 Scope

needs

1.3 Value to the Business

1.4 Approach to CSI

1.5 Business Questions for CSI

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.32 Copyright © 2011, ITpreneurs Nederland B.V. All rights reserved.32

1.6 Context of CSI in the ITIL Service Lifecycle

Service Strategy

Service Designthe business objectives.

Service Transition

Service Operation


1.7 Inputs and Outputs

Service Strategy

Service Design

Service Transition

Service Operation

and so on.

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Unit2Continual Service Improvement Principles

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Unit 2 : Continual Service Improvement PrinciplesIntermediateContinual Service Improvement

OverviewOrganizational Change plays an important role in the success of continual improvement.

One of the key principles of Continual Service Improvement (CSI) is to adopt the Service Level Management (SLM) process.

CSI uses the Deming cycle to improve quality.

It also uses the 7-Step Improvement process.

Knowledge Management plays a key role in CSI.

Use the set of defined frameworks, models, standards, and quality systems available to regularize business processes while implementing CSI.

Overview

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Topics Covered in This Module:This module consists of the following topics:

2.1 Relationship between CSI and Organizational Change2.2 Ownership2.3 The CSI Register2.4 Influence of SLM on CSI2.5 Role of Knowledge Management in Improvement Initiatives2.6 Importance of the Deming Cycle2.7 Effectively Using Various Aspects of Service Measurement2.8 Using CSI for Good Governance2.9 Frameworks, Models, Standards and Quality Systems2.10 Group/Individual Exercise2.11 Sample Test Question

4


Unit Learning ObjectivesAt the end of this unit, you will be able to:

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2.1 RELATIONSHIP BETWEEN CSI AND ORGANIZATIONAL CHANGE

Core Guidance Reference — CSI 3.2

A C T I V I T Y T I M E

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2.2 Ownership 2.3 The CSI Register 2.4 Influence of SLM on CSIRelationship Between CSI and Organizational Change2.1

1

2

3

4

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5

6

7

8

Initiation of Organizational Change

Change.


2.2Ownership

2.1Relationship Between CSI and Organizational Change

Coming Up

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2.2 OWNERSHIP

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Ownership

The ownership responsibility of the CSI manager goes beyond:

ources, including people and technology, to

ch as monitoring, analyzing, evaluating trends, reporting, and project-based Service improvement activities, are

understand that it will be difficult to

The CSI manager is the main advocate, who owns all issues related

OwnershipCore Guidance Reference — CSI 3.3

“The principle of ownership is fundamental to any improvement strategy. CSI is a best practice and one of the keys to

is adopted and sustained throughout the organization. The CSI manager is the chief advocate and owns all CSI issues. The CSI manager is accountable for the success of CSI in the organization. This ownership responsibility extends beyond ensuring the CSI practices are embedded in the organization but also to ensuring there are adequate resources (including people and technology) to support and enable CSI. Also included are ongoing CSI activities such as monitoring, analysing, evaluating trends and reporting as well as project-based service improvement activities – activities that are fundamental to the ITIL

While the CSI manager is responsible and accountable for CSI, the CSI manager is not accountable for improvements to

CSI framework.”


2.3The CSI Register

2.2Ownership

Coming Up

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2.3 THE CSI REGISTER

Core Guidance Reference — CSI 3.4

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Contents of CSI RegisterThe CSI register:

all Service Provider and is part of the Service Knowledge Management System (SKMS).

activities.

large undertakings or into initiatives that

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Example of a CSI Register

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My Notes

2.4 INFLUENCE OF SLM ON CSI


11



CSI and SLMOne of the key principles of CSI is to adopt the SLM process.

IT organizations have started looking at SLM as an integral process for any business.

IT organizations viewed SLM as a process consisting of :

agreements

CSI and SLMCore Guidance Reference — CSI 3.6

Sample

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itil intermediate course: csi student handbook (reference material_r3.2.0)

Documents

cabinet office itil

sample material

classroom course

workbook naunit

itil intermediateitil

registered trademark

trademark information

course learning objectives