Remotely assisted instructional learning (
RAIL)
Instructor-led training (
ILT)
Onsite dedicated training (
OST)
Price
USD $2,100
CAD $2,310
Credits Toward ITIL Expert
3
Course overview
This 3-day course teaches students how to plan,
implement and optimize the ITIL Continual Service
Improvement (CSI) processes. By implementing CSI
best practices, IT organizations create and maintain
business value through improved design, transition,
and operation of services. The course includes a
90-minute multiple choice exam.
Prerequisites
Hold one of the following certificates: ITIL™ V3
Foundation Certificate in IT Service Management
or ITIL® V2 - V3 Foundation Bridge Certificate
Demonstrate between 2 and 4 years of
professional experience in the ITSM market place
Audience
The main target group for Continual Service
Improvement includes, but is not restricted to,
CIOs, CTOs, managers, supervisory staff, team
leaders, designers, architects, planners, IT
consultants, IT audit managers, IT security
managers, service test managers and ITSM trainers
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
Ways to save
Save with the HP Care Pack education service offerings
Identify the ITIL lifecycle and the fundamental
processes involved in Continual Service
Improvement and how to integrate them into your
business' IT service model
Understand how IT and the Business can
collaborate to improve overall productivity and
efficiency
Course objectives
Following the completion of this course, the candidate will know:
The importance of Service Management as a
Practice concept and of Continual Service
Improvement Principals, Purpose and Objective
How all processes in ITIL Continual Service
Improvement interact with other Service Lifecycle
Processes
Next steps
Other modular courses form the Life-cycle or Capability streams leading to the ITIL Expert Qualification
Course outline
Introduction to Continual Service Improvement
Purpose, Scope and Objective Of Continual Service Improvement
Continual Service Improvement Approach
Service Gap Model
Benefits and Costs of Continual Service Improvement
Interfaces with other ITIL lifecycle stages
Continual Service Improvement Principles
CSI and Organizational Change
The Deming Cycle
Value to business: Four reasons to monitor and measure
Frameworks, Models, Standards and Quality Systems
Metrics and measurement
Return on investment for CSI
Establishing the Business Case
Service Improvement Plan
Continual Service Improvement Methods and Techniques
Advantages and disadvantages of assessments
Service gap model
Benchmarking
Measuring and reporting frameworks
CSI and other Service Management Processes
Organizing for Continual Service Improvement
Roles and responsibilities that support CSI
CSI activities and skills required
Implementing corrective action
Technology Considerations
Technology Considerations
Tools to support CSI activities
HF441S C.00
ITIL® is Registered Trademark of the Office of Government Commerce in the United Kingdom and other countries
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