The ITIL® Continual Service Improvement course enables you to gain a deep understanding...

ITIL® Continual Service Improvement

Why should you attend?

The ITIL® Continual Service Improvement course enables you to gain a deep understanding of the ITIL® Continual Service Improvement phase to enhance the quality of IT service provision. It 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 should attend?

It is intended for those in a management role within the Service Operation area and who wish to enhance their professional development including: CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.

Learning Objectives

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

  • Introduction to Continual Service Improvement
  • Continual Service Improvement principles
  • Continual Service Improvement process
  • Continual Service Improvement methods and techniques
  • Organisation for Continual Service Improvement
  • Technology for Continual Service Improvement
  • Implementation considerations
  • Critical success factors and risks

Pre-requisites

Candidates must hold the ITIL® Foundation Certificate in IT Service Management. Candidates should have exposure to basic concepts in IT and related work experience of at least two years.

 ITIL® is a registered trademark of AXELOS Ltd, used under permission of AXELOS Ltd. The Swirl logo™ is a trademark of AXELOS Ltd, used under permission of AXELOS Ltd. All rights reserved.

Course Content

  • Introduction to CSI
  • CSI principles, purpose and objectives
  • Continual service improvement process
  • 7-step improvement process
  • Service reporting
  • Service measurement
  • CSI integration with the other stages in the Service Lifecycle
  • Return on investment for CSI
  • Methods and techniques
  • Assessments and gap analysis
  • Benchmarking, measuring and reporting
  • Deming Cycle and service improvement
  • Availability and capacity management techniques
  • Risk management to identify improvement
  • Problem management and CSI
  • Organising for CSI
  • Technology considerations surrounding ITIL® Continual Service Improvement
  • Implementation of Continual Service Improvement
  • Exercises and discussions to consolidate the learning experience and understand how to implement the practice
  • Exam preparation, revision and mock examination
  • Examination on the final day

What is provided?

  • Pre-course reading materials, lifecycle book and preparatory work
  • Course manual
  • Sample exam questions

 ITIL® is a registered trademark of AXELOS Ltd, used under permission of AXELOS Ltd. The Swirl logo™ is a trademark of AXELOS Ltd, used under permission of AXELOS Ltd. All rights reserved.

Exam Format:

  • Questions: 8 complex questions with the choice of 4 detailed options possible, ranging from the most correct response to that incorrect, based on different scenarios.
  • Duration: 90 minutes (+ 30 extra time for non English native speakers)
  • Pass mark: 28/40 = 70%
  • Language: English

Download the course agenda

 ITIL® is a registered trademark of AXELOS Ltd, used under permission of AXELOS Ltd. The Swirl logo™ is a trademark of AXELOS Ltd, used under permission of AXELOS Ltd. All rights reserved.