ITIL® Intermediate Lifecycle: CSI

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Course Outline

1. Introduction (10 min)

2. Terminology Review (14 min)

3. CSI - Purpose and Objectives (7 min)

4. CSI - Scope and Business Value (12 min)

5. The CSI Approach (9 min)

6. CSI Principles: Service Level Management and Ownership (11 min)

7. CSI Principles: Deming Cycle and Knowledge Management (11 min)

8. CSI Principles: Service Measurement and Baselines (9 min)

9. CSI Principles: ITSM Framework and IT Governance (10 min)

10. Seven Step Improvement Process - Purpose and Objectives (12 min)

11. The Seven-Step Improvement Process: Scope and Business Value (9 min)

12. The Seven-Step Improvement Process: Policies and Principles (8 min)

13. The Seven-Step Improvement Process: Basics (12 min)

14. The Seven-Step Improvement Process: Step 1 Identification (11 min)

15. The Seven-Step Improvement Process: Step 2 Define the Data (11 min)

16. The Seven-Step Improvement Process - Step 3 Gather the Data (17 min)

17. The Seven-Step Improvement Process: Step 4 - Process Data (11 min)

18. The Seven-Step Improvement Process: Step 5 Analyze Data (10 min)

19. The Seven-Step Improvement Process: Step 6 Present and Report (17 min)

20. The Seven-Step Improvement Process: Step 7 Implementation (14 min)

21. The Seven-Step Improvement Process: Triggers, Challenges, and CSFs (14 min)

22. CSI Methods and Techniques: Assessments (20 min)

23. CSI Methods and Techniques: Gap Analysis (7 min)

24. CSI Methods and Techniques: Benchmarking Introduction (11 min)

25. CSI Methods and Techniques: Benchmarking Continued (14 min)

26. CSI Methods and Techniques: Service Measurement (15 min)

27. CSI Methods and Techniques: Metrics and KPIs (19 min)

28. CSI Methods and Techniques: Balanced Scorecard (12 min)

29. CSI Methods and Techniques: SWOT Analysis (8 min)

30. CSI Methods and Techniques: ROI and Business Cases (13 min)

31. CSI Methods and Techniques: Service Reporting (13 min)

32. CSI Methods and Techniques: Availability Management (8 min)

33. CSI Methods and Techniques: Capacity Management, BCM and ITSCM (10 min)

34. CSI Methods and Techniques: Problem, Knowledge, and Risk Management (15 min)

35. Organizing for CSI: Primary Roles (14 min)

36. Organizing for CSI: Support Roles in the Seven-Step Improvement Process (11 min)

37. Technology Considerations: ITSM Suites, Incident, Problem, Change, and Release/Deployment Management T... (14 min)

38. Technology Considerations: Event, Automated Incident/Problem Resolution, and Business Intelligence Tools (13 min)

39. Implementing CSI: Getting Started (12 min)

40. ITSM Governance (9 min)

41. CSI and Organizational Change: Overview (10 min)

42. Kotter's 8 Steps: Step 1 and 2 - Urgency and Guiding Coalition (8 min)

43. Kotter's 8 Steps: Step 3 and 4 - Create a Vision and Communicate a Vision (10 min)

44. Kotter's 8 Steps: Step 5 and 6 - Empower Your people and Gain Quick Wins (6 min)

45. Kotter's 8 Steps: Step 7 and 8 - Consolidate Improvements and Institutionalize the Change (9 min)

46. CSI, Culture, and Communication (14 min)

47. Implementation Challenges, CSFs, and Risks (11 min)

48. ITIL®: CSI Exam Cram #1 (13 min)

49. ITIL®: CSI Exam Cram #2 (14 min)   Copyright Policy We do not have copyright permission for it on this site so any claim of copyright for concerning authority will be strongly taken in to account and all contents for copyright will be removed as soon as possible.