ITIL ® Intermediate Lifecycle :
Continual Service Improvement
This training delivers the participant practical guidelines how to embed monitoring, analyzing, reporting and improving structures and processes within the organization. Unlike the ITIL Version 3 Foundation, this Lifecycle relates the basic principles and core values through case studies, assignments and discussions to further explore and make it applicable. For example, within ITIL version 3 Foundation, the concept "VOI” (value of investment) will be interpreted, but within the Lifecycle CSI, it is shown how VOI can be defined and how to apply this in practise.
DURATION AND STUDY LOAD
This 3-day training course will be delivered in 2 consecutive days and 1 additional day with time in between to prepare additional assignments. In addition to the training course an average of 20 hours study should be spend in order to be fully prepared for the exam.
GOAL
After this course candidates will be able to understand, explain and apply the:
- Importance of Service Management as a concept and it’s principles, goals and objectives;
- Importance and added value of Continual Service Improvement to increase quality of Service Delivery;
- Interaction and cooperation of Continual Service Improvement with other phases within the Service Lifecycle and other processes;
- (Key) Concepts, Processes, activities, methods and functions which supports and can be used for Continual Service Improvement;
- How to organize Continual Service Improvement;
- How to monitor performance and added value of Continual Service Improvement;
- Technology and implementation considerations;
- Challenges, critical success factors and risks.
TRAINING METHOD
The course includes a mix of instructor-led training and hands-on exercises to help participants understand the ITIL concepts, organizational structures, roles, functions and process activities related to these processes.
This course also prepares participants for the examination leading to the ITIL Intermediate Certificate: Continual Service Improvement.
TARGET GROUP
The target group of the ITIL Intermediate Qualification: Continual Service Improvement is:
- Individuals who have obtained the V3 ITIL Foundation certificate in Service Management, or the V2 Foundation plus the V3 Foundation Bridge certificate and who wish to advance to higher level ITIL certifications;
- Individuals who require a deep understanding of ITIL Continual Service Improvement principles and processes and how it may be used to improve the quality of IT service support within an organization;
- IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme;
- Individuals seeking the ITIL Expert in IT Service Management for which this qualification is one of the prerequisite modules;
- (Operational) staff involved in monitoring, analyzing, reporting and optimization of delivering (and managing) services and processes, who wish to enhance their role based capabilities.
This may include but is not limited to, IT professionals, Service Level Managers, business managers and business process owners. There is no minimum requirement, but basic IT literacy and 2 years IT experience are highly desirable.
CONTENT
This course will covers next topics:
- Goal, scope and value for business of Continual Service Improvement;
- Continual Service Improvement principles (7-step improvement process, service reporting, service measurement, Return on investment, relation with Service Level Management);
- How to monitor, audit, analyze and improve service delivery;
- Continual Service Improvement principles as benchmarking, Deming Cycle, SWOT analyses and Balanced Scorecard;
- Related roles, functions and responsibilities (Service Manager, CSI Manager, Service Owner, RACI-model);
- How to apply several availability techniques (p.e. CFIA, FTA, FSA), capacity techniques (workload and demand management) can be used within Continual Service Improvement;
- Risk analyses and Risk Management;
- How technology can support CSI and Implementation considerations;
- Challenges, Critical Success Factors and risks;
- Exam preparation.
QUALITY
The training is provided by professional and experienced trainers. Our organisation, trainers and materials are accredited by CEDEO, VOI, IITT, APMG en EXIN and is audited on a regular basis.
MATERIAL
Course material will consist of;
- Handouts of presentation;
- Assignments;
- Course outline;
- Mock exam;
- OGC book ‘Continual Service Improvement’.
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or to register directly.
