ITIL® Continual Service Improvement
Course Title
ITIL® Continual Service Improvement
Category
Information Technology/Graphic Design
Description
The ITIL Continual Service Improvement Intermediate Certificate forms part of the Lifecycle series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL Service Management Expert qualification. It will give candidates a deep level of understanding of CSI processes and roles.
The course is inclusive of colour courseware, examinations, refreshments & lunch, post course tutor support, and pass guarantee.
Course Overview:
This course is intended to enable delegates with a Foundation-level knowledge of IT Service Management to apply good practice in processes pertaining to the CSI lifecycle phase.
The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, delegates will be able to sit the ITIL Intermediate examination in Continual Service Improvement worth 3 credits.
Course Content:
1. Introduction to CSI:
o Purpose, Objectives and Scope of CSI
o CSI and Business Value
o The CSI Approach
o Interfaces with Other Lifecycle Phases
2. CSI Principles
3. CSI Processes:
o Seven-Step Improvement Process
4. CSI Methods and Techniques:
o Assessments
o Gap Analysis
o Benchmarking
o Service Measurement
o Metrics
o ROI for CSI
o Service Reporting
o Availability Management Techniques
o Capacity Management Techniques
o CSI and ITSCM
o CSI and Problem Management
o CSI and Knowledge Management
5. Organising for CSI:
o Generic Roles and Responsibilities
o Roles in the Seven-Step Improvement Process
o CSI Manager
o RACI Model
6. Technology for CSI
7. Implementing CSI:
o Where to Start?
o Governance
o Organisational Change
o Communications Strategy and Plan
8. Challenges, CSFs and Risks.
Location
Warwick
Duration
3 days
Cost
£945
Start Date
27 February 2012