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ITIL Continual Service Improvement

ITIL Continual Service Improvement
Course Description Overview

Course Specifications

The use of these materials assumes delivery by a properly accredited trainer through an appropriately certified training organization. 

Course Number:

035066

Course Length:

3 days

Course Description Overview:

The ITIL Intermediate certificate in Continual Service Improvement (CSI) is a course that can be run over three or four days (depending upon the requirements of the training group). Delegates attending this course will gain a comprehensive understanding of ITIL Service Management as it applies to the Continual Service Improvement phase of the Service Lifecycle, aligned to the current version, ITIL: 2011. Delegates will also prepare for and sit a 90 minute, complex multiple-choice examination. The course consists of lectures, detailed group exercises, discussions, examination technique training, mock examinations and culminates in an invigilated exam on the final day.

 

Course Objectives:

The purpose of the ITIL Intermediate certificate in Continual Service Improvement is to certify that the delegate has gained a thorough and detailed knowledge of the improvement principles, advanced concepts, and has comprehended the essential management requirements for practices in this phase of the Service Management Lifecycle. When the delegate has completed this course, they should be confident in their ability to approach core continual improvement activities, such as:

 

  • Learn how measurement leads to understanding which leads to improvement
  • Learn how to apply the key lessons and structures of the service improvement process
  • Effectively use Management Information to support proactive decision-making
  • Utilise analysis to identify improvement opportunities without implementing a full CSI practice
  • Map key component measures and process activities to Key Performance Indicators to high level goals to determine how value is delivered
  • Utilise service reporting to support strategic, tactical and operational decision making
  • Utilise key CSI principles to develop an economical improvement program
  • Understand the key role of technology in any improvement program
  • Master the key CSI methods and techniques to improve any IT operation
  • Balance the Critical Success Factors with known risks for improvement

 

Target Student:

Who should attend this course and why is it beneficial to gain this certification?

 

Delegates attending this course must have successfully achieved the ITIL: 2011 Service Management Foundation Qualification; your certificate must be presented as documentary evidence to gain admission to this course. Although there is no mandatory requirement, ideally candidates should have at least two years professional experience working in IT Service Management.

 

The Continual Service Improvement Qualification would most likely suit the following candidates:

 

  • Chief Information Officers
  • Chief Technology Officers
  • General IT Management
  • Supervisor staff
  • Team leaders: Designers, Architects, Planners
  • IT consultants
  • IT audit managers
  • IT security managers
  • IT professionals involved in continual service improvement

 

The above list is a suggestion only; individuals may wish to attend based on their own career aspirations, personal goals or objectives. Delegates may take as few or as many Intermediate qualifications as they require, and to suit their needs.

 

Prerequisites:

Delegates attending this course must have successfully achieved the ITIL: 2011 Service Management Foundation Qualification; your certificate must be presented as documentary evidence to gain admission to this course. Although there is no mandatory requirement, ideally candidates should have at least two years professional experience working in IT Service Management.

Course-specific Technical Requirements Hardware:

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Course-specific Technical Requirements Software:
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Course Content:

A detailed listing of the course content and syllabus coverage for accredited courses.

 

This ITIL lifecycle course will provide delegates with the knowledge and management principles required to formulate strategies, policies and plans for the successful implementation, improvement and management of Continual Service Improvement. Attending this course will equip delegates with a sound understanding and practical guidance on transforming a service provider organisation from being technology-led to being business-led. The course also ensures a thorough understanding of associated activities, roles, responsibilities, challenges, risks and critical success factors:

 

  • How to use the Continual Service Improvement Approach
  • Key activities of the Seven-Step Improvement Process
  • How to identify critical success factors, risks and challenges
  • Measuring and reporting frameworks such as Balanced Scorecard and SWOT analysis
  • Importance of Knowledge Management and Service Level Management in continual service improvement
  • Creating Return on Investment
  • Key measurements and service reporting

 

As with all the Service Lifecycle training courses there is a thorough review of ITSM technology and implementation considerations for the key processes in this phase of the lifecycle. There is also a review of the important considerations required for continual service improvement.

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Certification reference (where applicable)