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Course Overview The course builds on the general principles covered as part of the ITIL(R) Foundation course. It covers the lifecycle aspects of Continual Service Improvement (CSI) and covers the management and control of the activities and techniques within the CSI stage. Additionally the course looks at the concept of CSI as a practice and at the interfaces between CSI and the other stages of the ITIL Service Lifecycle. The course is assignment based, with a strong emphasis on practical coursework, working as individuals and in teams. This course has been classified as IT Technical Training. Audience The course is suitable for individuals who require a deeper understanding of the CSI stage of the Service Lifecycle. It offers a natural career development path for practitioner staff who already hold the ITIL(R) V3 Foundation Certificate. Skills Gained - To obtain knowledge on ITIL(R) concepts and terminology. The course looks at activities that may be implemented to enhance the quality of IT service management within an organisation and enables students to understand the concepts, processes, functions and activities involved in CSI.
- To give a detailed management/business level understanding of the ITIL(R) CSI phase of the ITIL(R) core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation.
- To explain the roles and justify the need of CSI in the Service Lifecycle.
- To prepare delegates for the ITIL(R) Lifecycle examination in Continual Service Improvement.
Examinations The course forms part of the ITIL(R) Intermediate qualification programme. The examination will consist of a complex multiple choice, closed book paper, to be completed within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark will be 65% or more. Successful candidates will be awarded 3 credits towards the ITIL(R) Expert qualification. Prerequisites Delegates are required to hold the ITIL(R) V3 Foundation Certificate in IT Service Management or V2 to V3 bridge equivalent. Before taking the course, it is recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years. It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and relevant books in preparation for the examination. Course Outline - 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
- Organizational 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
Follow On Courses Other ITIL(R) ServiceCapability courses - ITIL(R) Service Capability: Operational Support & Analysis (IOSA)
- ITIL(R) Service Capability:Planning, Protection & Optimisation (PPO)
- ITIL(R) Service Capability: Release, Control & Validation (RCV)
- ITIL(R) Service Capability: Service Offerings & Agreements (SOA)
Other ITIL(R) Service Lifecycle courses - ITIL(R) Service Lifecycle: Service Design (LSD)
- ITIL(R) Service Lifecycle: Service Operation (LSO)
- ITIL(R) Service Lifecycle: Service Strategy (LSS)
- ITIL(R) Service Lifecycle: Service Transition (LST)
Service Lifecycle Bootcamps - Service Lifecycle Bootcamp: Strategy & Design (LSS-LSD)
- Service Lifecycle Bootcamp: Transition & Operation (LST-LSO)
Further Information The course is based on the OGC's Best Practice Guidelines in the ITIL(R) Service Lifecycle books; this course is centred on the Continual Service Improvement book. ITIL(R) is a Registered Trademark of The Office of Government Commerce (OGC).
This training course is presented on behalf of CourseMonster by an ISEB accredited training provider.
How to make a booking for the 994 course
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