ITIL® Service Lifecycle: Continual Service Improvement

The ITIL® Intermediate Qualification: Continual Service Improvement Certificate is part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate.

This 3-day course covers the management and control of the activities and techniques within the Continual Service Improvement ("CSI") stage. Successful implementation of CSI best practices enables IT departments to create and maintain value for customers through better design, introduction and operation of services. Students will learn how to plan, implement and optimize the Continual Service Improvement processes and gain the knowledge required to take the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam.

At the end of this 3 day course, the student will gain competencies in:

  • Introduction to Continual Service Improvement

  • Continual Service Improvement Principles

  • Continual Service Improvement Process

  • Continual Service Improvement Methods and Techniques

  • Organization for Continual Service Improvement

  • Technology for Continual Service Improvement

  • Implementation Considerations

  • Critical success factors and risks

  • How all CSI processes interact with other Service Lifecycle processes

  • Apply the 7-step improvement process to enhance service quality

  • Prepare for and take the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam


ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
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Course Outline


Upon successful completion learners will understand:




  • Continual Service Improvement purpose, goals, objectives and principles

  • Continual Service Improvement processes, models and techniques

  • Organization for Continual Service Improvement

  • Technology for Continual Service Improvement

  • Implementation considerations

  • Critical success factors and risks



 

ITIL® is a registered trade mark of AXELOS Limited.

Audience


  • IT operations, technical, or IT management personnel requiring more information about ITIL® best practices

  • Anyone responsible for managing, implementing, or consulting on ITIL® processes within IT or in conjunction with IT


Prerequisites

  • ITIL® Foundation Certification (v3 or newer) required

  • Two years of relevant work experience


 

 

ITIL® is a registered trade mark of AXELOS Limited.