Overview

This 3 day instructor led course is one of five lifecycle courses that fit into the intermediate stream for ITIL® Version 3 certification. It is a free-standing qualification but it is also a module contributing to the ITIL® Expert in IT Service Management Certificate.

Key Learning Objectives
 
Attendance on this course will:

• Provide core knowledge of ITIL® concepts and terminology and enable delegates to understand the processes, functions and activities involved in CSI.
• Give a detailed management/business level understanding of the ITIL® CSI phase of the ITIL® core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation.
• Explain the roles and justify the need of CSI in the Service Lifecycle.
• Prepare delegates for the ITIL® Lifecycle examination in Continual Service Improvement (which takes place as part of the course).

Who will benefit?

• Individuals who have attained the V3 ITIL® Foundation certificate in Service Management, or the V3 Foundation Bridge certificate and who wish to advance to higher level ITIL® certifications
• Individuals who require a practical understanding of the Continual Service Improvement processes and how they may be used to enhance the quality of IT service within an organisation
• Staff involved in establishing and maintaining Continual Service Improvement  within  an organisation.

Content / Syllabus
 
The ‘core’ content of this course includes:

• The main principles and objectives of CSI
• Challenges, Critical Success Factors and Risks
• The overall process of CSI itself
• The methods and Techniques of CSI such as Benchmarking, Assessment, the Balanced Scorecard and the Deming cycle
• Organisational issues concerned with CSI
• Technology considerations related to CSI
• The activities commonly performed in the CSI arena
• Assessing Critical Success Factors and Managing Risk in CSI

Examination & Qualification

The course is a part of the ITIL® v3 Intermediate qualification scheme.
The examination will consist of a complex multiple choice, closed book paper, to be completed within 90 minutes. The pass mark will be 65% or higher.

Successful candidates will be awarded 3 credits towards the ITIL® Expert qualification.

See the course location and schedule page to book your place on this course.