ITIL^® Continual Service Improvement

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

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission.

Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be required:

• Earlier ITIL (V2) Foundation plus Foundation Bridge
• ITIL Expert in IT Service Management (achieved via Service Manager or Practitioner bridging routes)

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

Benefits to you

• 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

This qualification presents a complete overview of CSI including all its related activities: to continually align and realign IT services to changing business needs by identifying and implementing improvements to IT services that support business processes. This qualification reviews improvement activities as they support the lifecycle approach through service strategy, service design, service transition and service operation. Upon successful completion of the course, participants will be able to:

• Gain a thorough understanding of the managerial and supervisory issues regarding Continual Service Improvement processes, concepts and activities
• Be able to understand the important interfaces between Continual Service Improvement and the other stages within the ITIL Service Lifecycle
• Be prepared to sit the formal ITIL Continual Service Improvement examination

Next steps

• Other modular courses form the Life-cycle or Capability streams leading to the ITIL Expert Qualification

Course outline