Continual Service Improvement
ITIL V3 Lifecycle Course - Continual Service Improvement - Accredited
Both ITIL® and ISO/IEC 20000 emphasize the need to build measurable continual improvement into every stage of the IT Service Lifecycle to ensure continued business alignment and service value. Based on the Continual Service Improvement (CSI) publication within the ITIL® core library, this three (3) day course focuses on the strategies, concepts and techniques for planning, implementing and optimizing a metrics-driven CSI program to your Service Management initiative. The course culminates with the ITIL® V3 Intermediate Continual Service Improvement certification examination.
Embedded into the three (3) day CSI course is our unique virtualization, Living the Lifecycle®. Woven through all of Service Management Dynamix/ITSM Academy's ITIL® V3 Certification classes, this virtualization brings V3 processes and concepts to life. Within a virtual business environment, as a group, we will introduce a service and then follow it from strategic decision through implementation.
This virtualization successfully enables active learning by encouraging the participants to:
- Discuss and understand pure ITIL® concepts
- Apply concepts to a "neutral" real world situation
- Learn different perspectives
- Reinforce examinable concepts
Prerequisites:
The ITIL® Version 3 Foundation Certification in IT Service Management - obtained through ITIL® V3 Foundation or Foundation Bridge Course
Learners must complete at least 21 hours of personal study by reviewing the Continual Service Improvement publication.
Exam & Certification:
Successfully passing the 90 minute, exam consisting of eight (8) complex, multi-part, multiple choice scenario-based gradient scored questions leads to the ITIL Intermediate Qualification: Continual Service Improvement Certificate.
ITIL Expert™:
Earn 3 credits of the 22 required to achieve the ITIL Expert Certification.
Project Management Institute (PMI) Professional Development Units (PDUs): ITSM Academy is recognized by PMI as a Global R.E.P. You will earn 22 contact hours or PDUs upon completion of this course.
Audience:
- Individuals requiring a detailed understanding of the CSI phase of the ITIL® Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
- 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 Expertrade; in IT Service Management for which this qualification is one of the prerequisite modules
- Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert™ is a prerequisite.
Instructors:
As with all Service Management dynamix/ITSM Academy Training, our instructors have successful track records as IT professionals and bring that acumen into the classroom. Utilizing the highest quality content, our trainers blend their real life experiences into lively classroom discussion.
Instructors for this course are ITIL Expert™ and / or CSI Certified and have successfully completed ITSM Academy's CSI Train-the-Trainer Program.
Learning Objectives:
- Introduction to Continual Service Improvement
- Continual Service Improvement Principles
- Continual Service Improvement Process
- Continual Service Improvement Methods and Techniques
- Organization for Continual Service Improvement
- Technology for Continual Service Improvement
- Implementation Considerations
- Critical success factors and risks
Course / Student Material:
- Three (3) Days Instructor Led Training and Exercise Facilitation (23 Class Hours/21 Study Hours)
- Learner Manual (excellent post-class reference)
- Study aids and sample exams
- Participation in Living the Lifecycle® ITSM Academy's unique series of case study-based exercises
- Exam Preparation
- In-Class Exam
Notes:
- The CSI exam is a very challenging test. Upon registration, learners will be provided a pre-course reading list. Learners will be expected to read the case study and process chapters from the appropriate ITIL® book – Continual Service Improvement - before the first class date...a minimum 21 hours of personal study.
- The ITIL® Books are not included with this course; access to the Lifecycle Suite is required.
- Maximum Learners per Class is 16.
ITIL® Foundation certification is required to take the Exam. Proof of certification must be provided a minimum 2 weeks prior to the start of class.
Last modified: March 25, 2011, 4:14 pm