ITIL® Continual Service Improvement Course

The ITIL Continual Service Improvement course enables you to gain a deep understanding of the ITIL Continual Service Improvement phase to enhance the quality of IT service provision. It covers the management and control of the activities and techniques within the Continual Service Improvement stage, but not the detail of each of the supporting processes. ConnectSphere offers these as on site courses, or as public courses in Teddington, Stevenage and Central London.

Course Schedule

Learning Objectives

On completion of the course candidates can expect to gain competencies in the following:

Introduction to Continual Service Improvement
Continual Service Improvement principles
Continual Service Improvement process
Continual Service Improvement methods and techniques
Organisation for Continual Service Improvement
Technology for Continual Service Improvement
Implementation considerations
Critical success factors and risks

Target Audience

This course is aimed at: CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.

Entry Criteria

Candidates must hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate). Candidates should have exposure to basic concepts in IT and related work experience of at least two years.

Exam and Professional Qualification

Students should complete at least 21 hours of personal study by reviewing the syllabus and the Continual Service Improvement book in preparation for the examination. The examination consists of a complex multiple choice, closed book paper of 8 questions, to be completed in 90 minutes. Those passing the exam will attain 3 credits towards the ITIL® Expert qualification.

Course Content

Introduction to CSI
CSI principles, purpose and objectives
Continual Service Improvement process
7-step improvement process
Service Reporting
Service Measurementli>
CSI integration with the other stages in the Service Lifecycle
Return on Investment for CSI
Methods and techniques
Assessments and gap analysis
Benchmarking, Measuring and Reporting
Deming Cycle and service improvement
Availability and capacity management techniques
Risk management to identify improvement
Problem management and CSI
Organising for CSI
Technology considerations surrounding ITIL Continual Service Improvement
Implementation of Continual Service Improvement
Exercises and discussions to consolidate the learning experience and understand how to implement the practice
Exam preparation, revision and mock examination
Examination on the final day

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