CSI Workshop
1-Day

Pragmatic Continual Improvement Continual Improvement provides IT organisations with the mechanism to drive improvements to processes, technologies and ways of working to enhance their service delivery capability. Importantly this can also strongly influence customer satisfaction as it delivers...  READ MORE

Price: £249  *

  • Ref:WS-CSI

* Price excludes VAT which will be added at the prevailing rate.

CSI Workshop

Description

Pragmatic Continual Improvement

Continual Improvement provides IT organisations with the mechanism to drive improvements to processes, technologies and ways of working to enhance their service delivery capability. Importantly this can also strongly influence customer satisfaction as it delivers proactive service improvements and those little extras that the customer didn't expect to demonstrate your ‘value add’ as their IT service provider.

ITIL® guidance now strongly encourages all ITSM practitioners and teams to actively embrace Continual Improvement as part of their role.
So, as ITSM practitioners how can we get started in identifying and progressing Continual Improvement opportunities and how best do we ensure we can demonstrate the business benefits delivered?

In this workshop we provide practical guidance on the methods, techniques and approaches that can be used to identify progress and measure your Continual Improvement initiatives. The workshop also considers the cultural aspects of making Continual Improvement recognised as part of the day job.

 

Topics

 

  • Continual Improvement – An ITIL Perspective (ITIL V3 and ITIL 4)
  • Myths, Barriers and Blockers
  • The importance of Continual Improvement to you and your customers
  • Key Principles and Concepts
    • ITSM Guiding Principles
    • Outside In thinking (Looking at what you do thru the eyes of a customer)
    • Agile approach
    • Lean
  • BAU vs Project led
  • Pre-requisites to ‘Getting Started’
  • The Continual Improrvement ‘Satnav’
  • The Continual Improvement Model
    • What is the vision?
    • Where are we now?
    • Where do we want to be?
    • How do we get there?
    • Take Action
    • Did we get there?
    • How do we keep the momentum going
  • Measuring success and demonstrating value


This workshop compliments the Axelos publication ‘ITIL Practitioner Guidance’ by providing a ‘hands on’ perspective of how to get Continual Improvement started in the workplace and will use case studies and exercises to help reinforce learning and value from the day.

 

Dates For CSI Workshop

Heywood (Manchester)

  • 15 March 2019
  • To book any of these dates, please see below.

Availability and pricing for CSI Workshop:

15 March 2019 - Heywood (Manchester)

£249