0800 282 353 or +44 1372 364610
TRAINING YOU CAN TRUST
 
 

ITIL v3 Intermediate Qualification: Continual Service Improvement

 
Course: 994   Type: Course Workshops   Duration: 3 Days
 
 

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 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 Operations. 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 Continual Service Improvement 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 v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day.

Course Workshops

Through activities, you gain knowledge of the Continual Service Improvement processes. Workshops include:
  • Justifying the role of continual service improvement
  • Applying the 7-step improvement process to enhance service quality and operational performance
  • Conducting a SWOT analysis
  • Creating a communication plan to engage the organisation around CSI for IT service management

Related Courses

  • 991 ITIL® v3 Intermediate Qualification: Service Operation
  • 992 ITIL ® v3 Intermediate Qualification: Service Transition
  • 993 ITIL ® v3 Intermediate Qualification: Service Design
  • 995 ITIL® v3 Intermediate Qualification: Operational Support and Analysis
  • 996 ITIL® v3 Intermediate Qualification: Release, Control and Validation
  • 997 ITIL® v3 Intermediate Qualification: Planning, Protection and Optimisation
  • 998 ITIL® v3 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. Swirl logo is a Trade Mark of the Office of Government Commerce.
   ITIL v3 Intermediate Qualification: Continual Service Improvement

Upcoming Dates

4 - 6 Feb, 2009
London
29 Apr - 1 May, 2009
London
8 - 10 Jul, 2009
London
30 Sep - 2 Oct, 2009
London

For complete schedule, please visit www.learningtree.co.uk
 
http://www.learningtree.co.uk/courses/uk994.htm
 
 
0800 282 353 or +44 1372 364610
TRAINING YOU CAN TRUST
 
 

ITIL v3 Intermediate Qualification: Continual Service Improvement

 
Course: 994   Type: Course Workshops   Duration: 3 Days
 
 
Course Content
 

Introduction and Overview

Goals and scope of CSI

  • Embedding CSI into organisational processes
  • Explaining how CSI creates business value
  • Illustrating the interfaces to other ITIL lifecycle stages

Purpose of Service Measurement

  • Validating previous decisions
  • Directing activities in order to meet set targets
  • Justifying that a course of action is required
  • Intervening at the appropriate point to take corrective action

Principles of Continual Service Improvement

Defining ownership and roles

  • Manager, service owner, service level manager
  • Service level management and measurement

Predicting and reporting service performance vs. targets

  • Using customer satisfaction surveys
  • Conducting maturity assessments
  • Verifying employee and process compliance
  • Employing frameworks and standards

The 7-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 is or can be measured today and what is ideally required

Gathering the data with monitoring tools and manual processes

  • 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

Supporting Processes

  • Implementing service reporting and policies
  • Service measurement: using and interpreting metrics
  • Creating a return on investment
  • Establishing a business case
  • Measuring benefits to the business

Methods and Techniques

Activities for delivering Continual Service Improvement

  • Benchmarking
  • Establishing a Balanced Scorecard to drive CSI
  • Initiating a SWOT analysis
  • Employing the Deming Cycle

Key metrics

  • Technology metrics
  • Process metrics (CSFs and KPIs)
  • Service metrics

Organisation and Technology Issues

  • Defining roles and responsibilities
  • Choosing organisational structures that support CSI
  • Specifying tool requirements for implementation success

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
TRAINING YOU CAN TRUST
 
 

ITIL v3 Intermediate Qualification: Continual Service Improvement Tuition

 
Course: 994   Type: Course Workshops   Duration: 3 Days
 
 

Course 994 Tuition

£ 1,435Standard Tuition
Tuition with a Savings Plan
£ 84010-Day Training Pass
£ 1,000Flex-Training Pass
£ 1,49010-Training Vouchers
£ 1,6005-Training Vouchers
£ 1,295Alumni Gold Tuition

Your Course Fee Entitles You To...

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

Tuition Savings Plans

Flex-Training Pass
  • 3 Courses for £3,000
  • As little as £1,000
  • Savings as much as 50%
  • 3 courses in 24 months
10-Day Training Pass
  • Save as much as £695 per course
  • Any combination of courses
  • Only £2,795
Training Vouchers
  • Save as much as £605 per course
  • Fully transferable
  • As low as £1,490 per course
Alumni Gold Discount Attend your first course and you will receive a personalised Alumni Gold Discount card, entitling you to save as much as £205 on each course you take in the following 24 months. Take just one course every two years, and you will be entitled to ongoing discounts...year after year. You save 10%.
* 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 enrollment. Pay after you've taken the course, and then only if you are 100% satisfied.
 
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