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ITIL Inter - Continual Service Improvement

Course Details

Name ITIL Inter - Continual Service Improvement
DescriptionThe course builds on the general principles covered as part of the ITIL Foundation course. It covers the lifecycle aspects of Continual Service Improvement (CSI) and covers the management and control of the activities and techniques within the CSI stage. Additionally the course looks at the concept of CSI as a practice and at the interfaces between CSI and the other stages of the ITIL Service Lifecycle.   The course is assignment based, with a strong emphasis on practical coursework, working as individuals and in teams.   Successful candidates will be awarded 3 credits towards the ITIL Expert qualification.   This course fee includes the exam.
URL
Location:
London - City
Start Date:
Working Days:
Price:
£944.00 +vat
was £999.00
Availability:
Exam:
Residential:
Course ID:
445916
Offer

Overview

The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus. It focuses on the lifecycle aspects of continual service improvement. The course covers the management and control of the activities and techniques within the continual service improvement stage of the lifecycle but not the detail of each of the supporting processes.

Target Audience

This course is primarily for IT Managers and Practitioners involved in the strategy, design, implementation and on- going support and delivery of business IT services and those interfacing with information systems who require an insight into Service Management best practice. This may include Business Analysts, Business Relationship Managers, Project and Programme staff.

Learning Objectives

Succesful delegates will understand

  • This qualification provides a complete management-level overview of Continual service improvement including all its related activities.
  • Be prepared for the ITIL Continual service improvement examination

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Pre-Requisites

Delegates are required to meet the following mandatory prerequisites:

  • Hold the ITIL Foundation Certificate in IT Service Management or earlier ITIL (V2) Foundation plus Foundation Bridge or ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).

Course Content

  • Introduction to continual service improvement:
  • The purpose, objectives and scope of CSI
  • The value to the business of adopting and implementing CSI
  • The context of CSI in the ITIL service lifecycle
  • The approach to CSI, including key interfaces and inputs and outputs
  • Continual service improvement principles:
  • How the success of CSI depends on understanding change in the organization and having clear accountability
  • How service level management and knowledge management influence and support CSI
  • How the complete Deming Cycle works, and how it can be applied to a real world example
  • How CSI can make effective use of the various aspects of service measurement
  • What situations require the use of frameworks and models, and examples of how each type can be used to achieve improvement
  • Continual service improvement process:
  • What the seven-step improvement process is, how each step can be applied and the benefits produced
  • How CSI integrates with the other stages in the ITIL service lifecycle
  • How other processes play key roles in the seven-step improvement process
  • Continual service improvement methods and techniques:
  • When to use assessments, what to assess and how a gap analysis can provide insight into the areas that have room for improvement
  • How to use benchmarking, service measurement, metrics, service reporting, including balanced scorecard and SWOT, to support CSI
  • How to create a return on investment, establish a business case and measure the benefits achieved
  • How techniques within availability management, capacity management, IT service continuity management and problem management can be used by CSI
  • Organizing for continual service improvement:
  • The role of the CSI manager, and the roles of service owner, process owner, process manager and process practitioner in the context of CSI and how they can be positioned within an organization
  • How to design, implement and populate a RACI (responsible, accountable, consulted, informed) diagram as well as how to use it to support CSI
  • Technology considerations:
  • The technology and tools required and how these would be implemented and managed to support CSI activities such as performance, project and portfolio management, as well as service measurement and business intelligenc

London - Old Broad Street

Description:

The centre is set in the heart of the city, approximately a ten minute walk from Bank and Liverpool Street tube stations.

Centre Access

The centre is open between 08:30 and 17:30 on working days. The Reception is situated on the lower ground. All floors are accessible via lift. 

Registration

Most courses begin at 09:30 on the first morning. Please register with the customer services team at Reception on the lower ground floor. To maintain building security and comply with health and safety legislation, delegates will be asked to sign in on a daily basis.

Lunches

A map of local food outlets will be given to delegates. Lunch arrangements for any delegates with disabilities can be organised with the customer service team at Reception.  Refreshments are provided during breaks and consist of a selection of hot drinks and biscuits.

Internet Access

Internet café computers are available in the delegate area. 

Location:

120 Old Broad Street
London
EC2N 1AR

 

Directions:

London Old Broad Street Exterior

By Rail

Liverpool Street Railway Station (10 minutes)

The nearest railway station is Liverpool Street. Take exit 2 for Old Broad Street. Cross over the junction. Keeping Tower 42 on your left hand side, the training building is approximately 50 yards on your right.  Enter the building through revolving doors.  

By Tube

Bank Tube Station (5 minutes)

The nearest station is Bank. Take exit 2 for Threadneedle Street.  At the junction branch left into Old Broad Street, walk past 125 Old Broad Street (Old Stock Exchange). The training building is on the left hand side. Enter the building through revolving doors.


By Rail.

The nearest railway station is Liverpool Street. Take exit 2 for Old Broad Street. Cross over the junction. Keeping Tower 42 on your left hand side, the Azlan Old Broad Street building is approximately 50 yards on your right.

By Tube.

The nearest station is Bank. Take exit 2 for Threadneedle Street. At the junction branch left into Old Broad Street, walk past the Stock Exchange. The building is on the left hand side.
Enter through revolving doors.

It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and relevant books in preparation for the examination.

  • The Continual service improvement certificate in IT Service Management. The examination is a 90 minute paper with eight (8) multiple choice, scenario-based, gradient-scored questions normally taken at the end of the course. The pass mark is 28/40.
  • Please note you must bring a copy of your ITIL Foundation exam certificate, this is required in order for you to take the exam associated with this course.
  • On  successful completion of the course and passing of the subsequent exam 3 number of credits will be awarded by the examining institute

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