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ITIL® Intermediate: Continual Service Improvement

COURSE TYPE

Intermediate

Course Number

994

Duration

3 Days

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Gain the foundational knowledge and skills to plan, implement, and optimise processes and activities in this ITIL Service Lifecycle training course. This three-day course will provide the foundational knowledge needed to pass the ITIL Intermediate Continual Service Improvement certification exam, and three credits towards your ITIL Expert certification.

You Will Learn How To

  • Prepare for and pass the ITIL Continual Service Improvement (CSI) exam
  • Apply the seven-step improvement process
  • Deliver CSI using proven techniques
  • Organise for CSI by defining responsibilities with tools and technology
  • Implement CSI while analysing challenges, critical success factors, and risks

Important Course Information

Requirements:

  • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)

Recommended Experience:

  • Basic IT literacy and around two years of IT experience

Course Preparation:

  • Before your event, you will be sent a Pre-Course Study Guide and the Key Element Guide ITIL Continual Service Improvement, which you should read as part of the 21 hours of personal study
  • You should acquire and read the ITIL Service Operation core publication, focusing on Chapter 2, and review your ITIL Foundation course materials

Exam Information:

  • The ITIL Continual Service Improvement exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing centre
  • Achieving the ITIL Intermediate Qualification: Continual Service Improvement certificate provides three credits toward your ITIL Expert certification

All-Inclusive — ITIL Exam Success Package, After-Course Coaching, Exam Fee:

  • Learning Tree is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes for a year, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps.
  • ITIL course attendees that would like to retake their ITIL course or exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

Course Outline

  • ITIL Continual Service Improvement: 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
  • Analyzing 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
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Tuition Fee due 30 days after you attend your course.

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13 - 15 Jun (3 Days)
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26 - 28 Sep (3 Days)
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24 - 26 Jan (3 Days)
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25 - 27 Jul (3 Days)
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Private Team Training

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For details, call 0800 282 353 or Click here »

Tuition Fee

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Course Tuition Fee Includes:

After-Course Instructor Coaching
When you return to work, you are entitled to schedule a free coaching session with your instructor for help and guidance as you apply your new skills.

ITIL Certification Success Package
Exclusively available from Learning Tree, your ITIL training comes with a suite of benefits, including: unlimited course and exam retakes, free webinars, and expert guidance through the ITIL certification process.

Free Course Exam
You can take your Learning Tree course exam on the last day of your course or online at any time after class and receive a Certificate of Achievement with the designation "Awarded with Distinction."

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Training Hours

Days 1 - 2 Course Hours:

9:00 a.m. - 5:30 p.m.
Two 15-minute breaks
45-minute lunch

Day 3 Course Hours - Last Day:
9:00 a.m. - 4:30 p.m.
Two 15-minute breaks
45-minute lunch

Free Course Exam*:
3:00 p.m. - 4:30 p.m.

*All AnyWare remote attendees participating in an ITIL course will have the opportunity to take their ITIL exam through ProctorU, an authorised APMG service. ProctorU is an online testing site which allows you to schedule your ITIL exam 24/7. Please ensure you have acquired a webcam in advance of scheduling If you have any questions please call us at 1-888-THE-TREE (843-8733).

Both Learning Tree and this course have been accredited by PEOPLECERT. As an Accredited Training Organisation (ATO), Learning Tree and its trainers have been approved to deliver this course and invigilate ITIL exams. PEOPLECERT is responsible for providing the examination papers, and marking and notifying Learning Tree of the results. The five ITIL core manuals are part of a suite of guidance owned by AXELOS Limited aimed at helping organisations and individuals manage their projects, programmes, and services.

ITIL® is a registered trade mark of AXELOS Limited.

Days 1 - 2 Course Hours:

9:00 a.m. - 5:30 p.m. ET
Two 15-minute breaks
45-minute lunch

Day 3 Course Hours - Last Day:
9:00 a.m. - 4:30 p.m. ET
Two 15-minute breaks
45-minute lunch

Free Course Exam*:
3:00 p.m. - 4:30 p.m. ET

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“Although I have more than 20 years of practical experience in the IT field, I learned a lot of new methods and procedures in the ITIL course that helped me make better use of the latest technology”.

- G. Manjuluri, Software Engineer
Verizon Communications

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