ITIL v3 Continual Service Improvement

Special notes

This course includes a 90-minute multiple-choice exam.

For RAIL (live online instructor-led) sessions: The course will be in session on all four days (8:30am-4:00pm Central Time for the first three days and 8:30am-Noon on day four).  This schedule allows you some extra office or study time at the end of each day.  After completing the course, you will take the exam through CSME.  Upon registering, you will receive specific instructions on how to arrange for your exam.  HP strongly recommends you schedule your exam for within a few days of completing the course.

	RAIL Students: To register for your exam, click HERE for instructions and to see a list of pre-approved exam locations. Note that the exam is included in the price for this course.

Course overview

ITIL Continual Service Improvement links improvement efforts and outcomes with the other lifecycle stages of Service Strategy, Design, Transition and Operation. Successful implementation of CSI best practices enables IT organizations and their users and customers to create and maintain business value through improved design, transition and operation of services. In this course, you learn how to plan, implement and optimize the Continual Service Improvement processes. The course also prepares you to Continual Service Improvement exam.

Prerequisites

• ITIL v3 Foundation certification (from HF421S ITIL v3 Foundation or HE785S ITIL v3 Foundation Bridge)
• Note: Students must be able to provide certification proof in order to take the exam
• Strongly recommended but not required: Prior to class, purchase and review the book ITIL V3 Service Strategy, available from the itSMF USA (recommended), Amazon, and other book sellers

Audience

• Audience here

Ways to save

Course objectives

• Introduction and Overview
• Goals and scope of CSI
• Purpose of Service Measurement
• Principles of Continual Service Improvement
• Defining ownership and roles
• Predicting and reporting service performance vs. targets
• The 7-Step Improvement Process
• Determining what to measure
• Gathering the data with monitoring tools and manual processes
• Supporting Processes
• Methods and Techniques
• Activities for delivering Continual Service Improvement
• Key metrics
• Organization and Technology Issues
• Implementing Continual Service Improvement
• Key considerations
• Implementation challenges and risks

Next steps

• Other ITIL V3 Capability and Life Cycle courses - click here for guidance