The Information Technology Infrastructure Library (ITIL®) has become the de-facto best practice standard for the provision of high quality IT services worldwide. It provides guidance to customers of Information Technology services on what they should demand, and for IT organizations the various publications identify what should be provided and how to maximize efficiency and effectiveness.
The Office of the Government Commerce commissioned a program to review the best practice framework in 2005. The result was the launch of five core books in May 2007, referred to as ITIL® V3, for the practice of Service Management in Information Technology.
The 3-day ITIL® V3 Continual Service Improvement (CSI) course is an independent certification and also prepares the candidate for the Managing Across the Lifecycle and ITIL® Expert certifications. This course covers all the initiatives required to align and to re-align services and processes to meet business objectives and goals.
You will gain detailed knowledge of the contents of the ITIL® V3 Continual Service Improvement publication. The lectures and exercises in this class will provide you with both the information that you need and practice in applying the important CSI principles. During this course we will explore what is required to establish a framework for continual improvements as transformational improvements have not been successful in the last few decades.
Participants will gain practical skills in the following areas:
The Continual Service Improvement course is appropriate for individuals who:
This qualification is only available to candidates who hold the V3 Foundation or Foundation Bridge Certificate in IT Service Management.
At the end of the course, participants’ will write the ITIL® Intermediate in Continual Service Improvement examination and delegates are required to score 70% to be awarded ITIL® Intermediate Certificate in Continual Service Improvement.
You will receive a course binder containing copies of presentation slides, case studies, exercises, suggested solutions and practice exams.
Introduction to CSI
Continual Service Improvement Principles
7-Step Improvement Process
CSI Methods and Techniques
Organization for CSI
Technology and implementation of CSI
Wrap up, mock and exam