0800 282 353 or +44 1372 364610
Productivity through Education®
 
 

ITIL® Intermediate Qualification: Continual Service Improvement

 
Course: 994   Duration: 3 Days   PMI: 19
 
 

You Will Learn How To

  • Prepare for and take the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam
  • Plan key activities for continual service improvement (CSI) processes in the context of the service lifecycle
  • Optimise the quality of IT service provision within an organisation
  • Measure continual service improvement processes using critical success factors and key performance indicators

Course Benefits

ITIL continual service improvement links improvement efforts and outcomes with service strategy, design, transition and operation. Successful implementation of CSI best practices enables IT departments to create and maintain value for customers through better design, introduction and operation of services. In this course, you learn how to plan, implement and optimise the CSI processes and gain the skills required to take the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam.

Who Should Attend

This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Continual Service Improvement Certificate. The ITIL Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day.

Workshop Course

Through activities, you gain knowledge of the continual service improvement processes. Workshops include:
  • Gaining insight into the extent to which CSI is embedded in IT service management
  • Applying the seven-step improvement process
  • Creating a balanced scorecard
  • Building a template for a reporting policy

Related Courses

  • 983 ITIL® Intermediate Qualification: Managing Across the Lifecycle
  • 982 ITIL® Intermediate Qualification: Service Strategy
  • 991 ITIL® Intermediate Qualification: Service Operation
  • 992 ITIL® Intermediate Qualification: Service Transition
  • 993 ITIL® Intermediate Qualification: Service Design
  • 995 ITIL® Intermediate Qualification: Operational Support and Analysis
  • 996 ITIL® Intermediate Qualification: Release, Control and Validation
  • 997 ITIL® Intermediate Qualification: Planning, Protection and Optimisation
  • 998 ITIL® Intermediate Qualification: Service Offerings and Agreements

 
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. The Swirl logoTM is a Trade Mark of the Office of Government Commerce.
   ITIL<sup>®</sup> Intermediate Qualification: Continual Service Improvement

Upcoming Dates

Live online classroom training.Attend highlighted events in person or live, online via Learning Tree AnyWareTM.

UK Dates

6-8 JunLondon
3-5 OctLondon
6-8 FebLondon

US East Coast Dates

2-4 MayWashington, DC*
9-11 MayNew York*

*New York and Washington, DC Courses – Available online with a run time of 2pm to 9pm BST.

For AnyWare enrolments, please register at least 10 days prior to the start of the course.

Mainland Europe Dates

5-7 JunBrussels
2-4 OctBrussels
6-8 FebBrussels

For complete schedule, please visit www.learningtree.co.uk
 
http://www.learningtree.co.uk/courses/uk994.htm
 
 
0800 282 353 or +44 1372 364610
Productivity through Education®
 
 

ITIL® Intermediate Qualification: Continual Service Improvement

 
Course: 994   Duration: 3 Days   PMI: 19
 
 
Course Content
 

Introduction and Overview

Goals and scope of CSI

  • The purpose and objectives of CSI
  • Embedding CSI into organisational processes
  • Explaining how CSI creates business value

CSI approach

  • Asking the right business questions to ensure that a CSI initiative is warranted
  • Illustrating the interfaces to other ITIL lifecycle stages

Principles of Continual Service Improvement

Establishing accountability

  • Defining unambiguous ownership and roles
  • Supporting the application of CSI with the CSI register
  • CSI and service level management

Providing adequate governance

  • Knowledge management as a main element in any improvement initiative
  • Implementing and applying CSI with the Deming Cycle
  • Service measurement
  • Ensuring effective governance with CSI
  • Supporting CSI with frameworks, models, standards and quality systems

The Seven-Step Improvement Process

Determining what to measure

  • Defining what you should measure: measurements that fully support the goals of the organisation
  • Defining what you can measure
  • Conducting gap analysis to identify what can be measured

Gathering the data

  • Processing the data to provide end-to-end perspective on service and/or process performance
  • Analysing the data: targets met, developing trends, corrective actions required, cost to fix
  • Presenting and using the information
  • Implementing corrective actions
  • Integrating CSI with the other lifecycle stages

Methods and Techniques

Activities for delivering CSI

  • Performing a gap analysis
  • Implementing benchmarking
  • Designing and analysing service measurement frameworks
  • Creating a return on investment
  • Articulating service reporting

Key metrics

  • Technology metrics
  • Process metrics (CSFs and KPIs)
  • Service metrics
  • Initiating a SWOT analysis
  • Measuring benefits to the business

Supporting CSI activities

  • Availability management
  • Capacity management
  • IT service continuity management
  • Problem management
  • Knowledge management

Organisation and Technology Considerations

  • Defining roles and responsibilities: service owner, process owner, process manager, process practitioner
  • Choosing organisational structures that support CSI
  • Specifying tool requirements for implementation success
  • Automated incident and problem resolution
  • Statistical analysis tools and business intelligence and reporting

Implementing Continual Service Improvement

Key considerations

  • Analysing where to start
  • Relating the role of governance
  • Determining the effect of organisational change
  • Constructing a communications strategy and plan

Implementation challenges and risks

  • Establishing critical success factors and KPIs
  • Developing risk-benefit analyses for adoption of continual service improvement
 
http://www.learningtree.co.uk/courses/uk994.htm
 
 
0800 282 353 or +44 1372 364610
Productivity through Education®
 
 

ITIL® Intermediate Qualification: Continual Service Improvement

 
Course: 994   Duration: 3 Days   PMI: 19
 
 

Important Course Information:

  • Precourse reading required
  • Approximately 1 hour of home study each evening
  • Course fee includes the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam
  • The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day

Exam Entry Criteria:

Candidates must hold the ITIL v3 Foundation Certificate, the v3 Foundation Bridge Certificate or the ITIL Expert Certificate achieved via a bridging route.

It is also recommended that candidates complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Continual Service Improvement publication in preparation for the examination, specifically Chapter 2: Service management as a practice. A basic IT literacy and around two years of IT experience are highly desirable.

Course Fees
£ 1,565Standard Fee
Fee with a Savings Plan
£ 1,2252-Course Passport
£ 1,0853-Course Passport
£ 1,0004-Course Passport
£ 1,600Voucher 10-Pack

Your Course Fee Entitles You To...

  • Class participation
  • Team workshops
  • Use of in-class hands-on equipment
  • Comprehensive course materials
  • Morning and afternoon refreshments
  • Course Completion Certificate
  • FREE participation in the Learning Tree Professional Certification Programmes (including related exams)
  
 

Savings Plans

2-Course Passport
  • 2 Courses in 12 months for £2,450
  • As little as £1,225 per course
  • Savings up to 45% per course
3-Course Passport
  • 3 Courses in 24 months for £3,250
  • As little as £1,085 per course
  • Savings up to 50% per course
4-Course Passport
  • 4 Courses in 24 months for £4,000
  • As little as £1,000 per course
  • Savings up to 55% per course
Training Vouchers
  • Save as much as £675 per course
  • Fully transferable
  • As low as £1,600 per course
* Exact savings may vary depending on courses selected.

Your Guarantee of Satisfaction

Unless you feel 100% satisfied that Learning Tree delivered even more than you expected, there is no fee for your course attendance. Our Guarantee of Quality lets you experience the value of the course - and then pay only if you feel the course was well worth the fee.

Enrolling is Easy and Flexible!

Enrol by phone or online. If your plans change, just let us know and, without a fee, you can transfer to another course or cancel your enrolment. Pay after you've taken the course, and then only if you are 100% satisfied.
 
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