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ITIL Inter - Continual Service Improvement

The ITIL Continual Service Improvement course is one of the five modules that make up the ITIL Intermediate "lifecycle stream".

Successful completion of the course and exam provides delegates with a Certificate in its own right and 3 ITIL credits towards the ITIL Expert qualification.

This ITIL Intermediate course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus.

The course covers the management and control of the activities and techniques within the Continual Service Improvement of the ITIL lifecycle but not the full detail of each supporting process.

The Continual Service Improvement course is primarily for IT Managers and Practitioners involved in the strategy, design, implementation and on-going support of business IT services. It is also suitable for those interfacing with information systems who require an insight into Service Management best practice. This may include Business Analysts, Business Relationship Managers, Project and Programme staff.

 

Bundle Offer   ITIL Expert Bundles from £1,995 - More Details

 

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Learning Objectives

Succesful delegates will understand:

• Introduction to Continual Service Improvement (CSI)
• CSI principles
• CSI process
• CSI methods and techniques
• Organizing for CSI
• Technology considerations
• Implementing CSI
• Challenges, critical success factors and risks

Delegates will be fully prepared for the ITIL CSI examination which is taken at the end of the course.

Pre-Requisites

ITIL Foundation Certificate in IT Service Management (V3 or 2011 versions)

Basic IT literacy and 2 years' IT experience are recommended.

Course Content

Introduction to continual service improvement
The purpose, objectives and scope of CSI
The value to the business of adopting and implementing CSI
The context of CSI in the ITIL service lifecycle
The approach to CSI, including key interfaces and inputs and outputs

Continual service improvement principles
Success depends on understanding change in the organization and having clear accountability
How service level management and knowledge management influence and support CSI
How the complete Deming Cycle works, and how it can be applied to a real world example
How CSI can make effective use of the various aspects of service measurement
Use of frameworks and models

Continual service improvement process
The seven-step improvement process
How each step can be applied and the benefits produced
How CSI integrates with the other stages in the ITIL service lifecycle
How other processes play key roles in the seven-step improvement process

Continual service improvement methods and techniques
When to use assessments, what to assess and how a gap analysis can provide insight
How to use benchmarking, service measurement, metrics, and service reporting
How to create a return on investment, establish a business case and measure the benefits achieved
How techniques within availability management, capacity management, IT service continuity management and problem management can be used by CSI

Organizing for continual service improvement
The role of the CSI manager, and the roles of service owner, process owner, process manager and process practitioner
How to design, implement and populate a RACI (responsible, accountable, consulted, informed) diagram

Technology considerations
The technology and tools required 
How these would be implemented and managed to support CSI activities such as performance, project and portfolio management
Service measurement and business intelligence reporting

Exams & Certification

ITIL Lifecycle Certificate in Continual Service Improvement

The exam is taken on the final day of the course:

Format:   8 multiple choice, scenario based, gradient scored questions
Duration:   90 minutes
Open Book:   No
Pass Mark:   28/40 or 70%

Successful candidates are awarded 3 ITIL Credits which contribute towards achievement of ITIL Expert

 

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Online Courses

You may prefer an online course if you are looking for a flexible and cost-effective solution. Online courses allow you to study at your own pace, at a time that suits you.

We have the following eLearning options available:

Virtual Classroom

Virtual classrooms provide all the benefits of attending a classroom course without the need to arrange travel and accomodation. Please note that virtual courses are attended in real-time, commencing on a specified date.

Virtual Course Dates

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