ITIL® Training Courses - ITIL® Service Lifecycle Courses

Introduction

This 3-day ITIL® course will provide training on the ITIL® Continual Service Improvement module of the ITIL Service Lifecycle, and allow you to pass the exam and gain 3 credits towards the MALC ITIL module. The CSI module focuses on how organisations can analyse and improve the products and services produced during the strategy, design, transition and operation stages of the IT Service Lifecycle in order to ensure they meet the needs of customers and users.

ITIL Continual Service Improvement is one of a group of ITIL Intermediate qualifications which are the next step after ITIL Foundation.

Prerequisites

You must have achieved the ITIL Foundation certificate or the version 2 to version 3 bridge equivalent before taking this course.

We also recommend purchasing a copy of the ITIL Continual Service Improvement book, 2011 edition (ISBN 9780113313082) as this will help your studies.

Who Should Attend?

We recommend this course for anybody looking to expand their ITIL knowledge beyond the Foundation level and learn more about improving IT services.

Course Structure

• 3 days of classroom-based training
• The exam is taken on the final day and lasts 90 minutes

Course Content

The course will cover the following topics:

Introduction to Continual Service Improvement:

• The Service Gap Model, how Service Level Management contributes to the management of gaps and how a Service Improvement Programme can be utilized
• The 7-Step Improvement process used in the Continual Service Improvement
• The processes and service lifecycle stages that Continual Service Improvement interfaces with
• The fundamental aspects of Continual Service Improvement and be able to define them

Continual Service Improvement Principles:

• How Service Level Management supports Continual Improvement, providing details and examples related to use of Service Level Agreements, Operational Level Agreements and Underpinning Contracts
• How the complete Deming Cycle works and how it can be applied to a real world example
• What role benchmarking plays in Continual Service Improvement and the interaction it has with governance
• What situations require the use of frameworks and models and examples how each type can be used to achieve improvement

Continual Service Improvement Process:

• What the 7-Step Improvement process is, how each step can be applied and the benefits it produces
• The use and interaction of all other lifecycle stages and activities that contribute to Continual Service Improvement
• The benefits and differences between the types of metrics (i.e. Technology, Process and Service) and how each is used to support Continual Service Improvement
• The differences between the Technology Domain and the Service Management Domain, and how each is viewed by Continual Service Improvement

Continual Service Improvement Methods and Techniques:

• How Availability Management techniques such as Component Failure Impact Analysis, Fault Tree Analysis are used to support Continual Service Improvement
• How Capacity, Problem, Risk and IT Service Continuity Management can all be used holistically to support Continual Service Improvement
• When and where to use benchmarking, Balanced Scorecards and SWOT (Strength, Weakness Opportunity Threat) analysis

Organization for Continual Service Improvement:

• How to design, implement and populate a RACI (Responsible, Accountable, Consulted, Informed) diagram as well as how to use it to support Continual Service Improvement
• The Continual Service Improvement related roles and responsibilities such as Service Manager, Continual Service Improvement Manager and Service owner and provide examples of how they can be positioned within an organization

Technology for Continual Service Improvement:

• The technology and tools required, as well as, how these would be implemented and managed, to support Continual Service Improvement activities such as Performance, Project and Portfolio Management as well as Service Measurement and Business Intelligence reporting

Implementing Continual Service Improvement:

• Continual Service Improvement implementation: Strategy, planning, governance, communication, project management, operation as well as how to deal with cultural and organizational change
• The day-to-day concerns, support and operations of a large corporate Continual Service Improvement group

Critical Success Factors and Risks:

• The challenges and risks such as staffing, funding, management, etc., which can be related to Continual Service Improvement and the details behind how each challenge can be addressed
• The Critical Success Factors related to Continual Service Improvement as well as how to measure and monitor them

ITIL Continual Service Improvement Examination

• Multiple choice, scenario-based, gradient-scored questions
• 8 questions
• 90 minutes (120 minutes for candidates completing the exam in a language that is not their mother tongue)
• Pass mark is 70%, or 28/40

Why choose The Knowledge Academy?

• We give you a comprehensive courseware folder with presentation slides, quick reference guide, full syllabus and mock exams
• We make the learning experience enjoyable
• We are trusted by globally leading brands such as JP Morgan, HSBC and Sony as a learning partner of choice.
• We provide pre- and post-course support so you never feel alone
• All of our training is hands-on, using real-world examples
• As a market leader, we have an extremely high global pass rate
• Over 90% of our delegates come back to us for further training
• We have the best instructors in the industry which is reflected in our position as the market leader for professional qualifications
• We provide value for money and trained over 25,000 delegates in 2014
• We have some of the most luxurious course venues worldwide

What is ITIL Continual Service Improvement?

ITIL Continual Service Improvement is an ITIL Intermediate qualification and one of five modules within the Service Lifecycle group. Candidates can complete as few or as many as these modules as they wish, as they can be used to either gain new ITIL knowledge or the 17 credits needed to do the MALC ITIL module.

BCS Membership

Included in your professional certification; one year’s free BCS, The Chartered Institute for IT, Associate membership.

Upon passing your examination, make the most of your professional certification and continue your career development with BCS Associate membership. Whether you’re looking for career support through the BCS global skills, training and development framework, SFIAplus, seeking promotion or a network of new contacts, we’re here to support you. BCS membership provides exclusive access to resources, content and opportunities that will enrich your career.

BCS Membership allows you to give back to society. Some of the industry’s challenges are around personal data, health, education, and IT capabilities. By becoming part of the BCS professional community you can get involved and do your bit to make IT good for society.