In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the continual service improvement (CSI) phase of the service lifecycle. You will learn about managing and controlling the activities and techniques within the CSI stage. This hands-on course leads to a Certificate in ITIL Service Lifecycle Management – Continual Service Improvement. Upon successful completion, students can expect to gain competency in:
- Continual Service Improvement Principles
- Continual Service Improvement Processes
- Continual Service Improvement Methods and Techniques
- Continual Service Improvement technology related activities
- Organization and technology for Continual Service Improvement, and understanding Implementation approaches
- Challenges, and critical success factors & risks.
The main focus is the Lifecycle itself, the use of process and practice elements used within it, and the management capabilities needed to deliver quality Service Management practices in an organization. Exam voucher is included with this course.
- Chapter 01 – Course Introduction
Chapter 02 – Continual Service Improvement
Chapter 03 – 7-Step Improvement Process
Chapter 04 – Reporting, Methods & Technology
Chapter 05 – CSI Organization & Implementation
Prerequisites
- The ITIL Foundation certification is required to take the exam
- Two years of relevant work experience
Audience
- IT operations, technical, or IT management personnel requiring more information about ITIL best practices
- Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT