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ITIL Intermediate Certificate – Continual Service Improvement

About the Course

Course Duration: 3 days
Exam Fees Included

Price: From £995-£1195

Private Course: Click Here
This three-day course leads to the ITIL Certificate – Continual Service Improvement. This is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.

It is particularly suitable for: CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.

The course covers the management and control of the activities and techniques within the Continual Service Improvement stage, but not the detail of each of the supporting processes.

Who is it for?

This course is suitable for individuals who require a detailed understanding of the ITIL Continual Service Improvement phase of the ITIL core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation

Entry Requirements

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate). Candidates should bring their certificate(s) with them to complete the registration process on the first day of the course.

Exam

The course will consist of formal lecturing, group discussions, in-course assignments, and a practice examination paper. There will be detailed learning activities with evening assignments and the examination (90 minutes) will be held at the end of day three.

Course Objectives

The course covers the management and control of the activities and techniques within the Continual Service Improvement stage, but not the detail of each of the supporting processes.

Syllabus – Key points

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

  • How the success of CSI 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
  • What situations require the use of frameworks and models, and examples of how each type can be used to achieve improvement

Continual service improvement process

  • What the seven-step improvement process is, 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 into the areas that have room for improvement
  • How to use benchmarking, service measurement, metrics, service reporting, including balanced scorecard and SWOT, to support CSI
  • 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 in the context of CSI and how they can be positioned within an organization
  • How to design, implement and populate a RACI (responsible, accountable, consulted, informed) diagram as well as how to use it to support CSI

Technology considerations

  • The technology and tools required and how these would be implemented and managed to support CSI activities such as performance, project and portfolio management, as well as service measurement and business intelligence reporting

Implementing continual service improvement

  • CSI implementation: strategy, planning, governance, communication, project management, operation, as well as how to deal with cultural and organizational change

Challenges, critical success factors and risks

  • The challenges and risks such as staffing, funding, management, etc., which can be related to CSI and the details behind how each challenge can be addressed
  • The critical success factors related to CSI as well as how to measure and monitor them

Next steps

ITIL-SS – Service Strategy

ITIL-SD – Service Design

ITIL-SO – Service Operation

ITIL-ST – Service Transition

ITIL-PRAC – ITIL Practitioner

ITIL-MAL – Managing across the Lifecycle

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