ITIL® Lifecycle Certificate in Continual Service Improvement — A 3 day course
This course is no longer available from GBdirect.
The ITIL® Lifecycle in Continual Service Improvement Certificate (CSI) is one of five ITIL® training courses that fit into the lifecycle stream of the ITIL® Intermediate certification.
This ITIL® certification course is intended to enable the holders of the ITIL® Foundation certificate in IT Service Management to acquire the skills needed to begin the practical application of the concepts, covered by this course, in support of the Service Management lifecycle.
The Continual Service Improvement 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.
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 and Process
- Continual Service Improvement Methods and Techniques
- Organisation for Continual Service Improvement
- Technology for Continual Service Improvement
- Implementation Considerations
- Critical success factions and risk involved in Continual Service Improvement
Please be aware, this course also provides 21 Hours of Contact Education/Professional Development Units towards PMI PMP certification/re-certification.
The objectives of completing this module are:
- To obtain knowledge on ITIL® concepts and terminology
- To enables students to understand the concepts, processes, functions and activities involved in Continual Service Improvement
- To give a detailed management/business level 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
- To explain the roles and justify the need of Continual Service Improvement in the Service Lifecycle
- To prepare delegates for the ITIL® Lifecycle examination in Continual Service Improvement
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
- 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
This course has been retired and is no longer available.
This is course is intended 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
- IT professionals working within or about to enter a Continual Service Improvement environment and requiring a detailed understanding of the processes, functions and activities involved
- Individuals seeking the ITIL® Expert in IT Service Management for which this qualification is one of the prerequisite modules
- Individuals seeking progress towards the ITIL® Master if IT Service Management for which the ITIL® Expert is a prerequisite
Before attending this course, students must have:
- ITIL® Foundation Certificate in IT Service Management or earlier ITIL® (V2) Foundation plus Foundation Bridge or ITIL® Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes)
- It is recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years
Please note: Delegates are required to complete 21 hours of pre course study prior to attending this course. Please spend this time re-familiarising yourself with the ITIL® Foundation level material as you will need this knowledge for the course you will be attending.
The course forms part of the ITIL® qualification programme. This course is worth 3 ITIL® Expert Credits. The examination will consist of a complex multiple choice, closed book paper, to be completed within 90 minutes. The pass mark will be 70% or more.
The exam is included in the course and taken on the last day.