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ITIL Inter - Continual Service Improvement

Course Details

Name ITIL Inter - Continual Service Improvement
DescriptionThis 3.5 day course leads to the ITIL Certificate – Continual Service Improvement. This is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. This course is suitable for individuals who require a detailed understanding of the ITIL Continual Service Improvement phase of the ITIL core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation It is particularly suitable for: CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers. The course covers the management and control of the activities and techniques within the Continual Service Improvement stage, but not the detail of each of the supporting processes. Structure The course will consist of formal lecturing, group discussions, in-course assignments, and a practice examination paper. Days one to three will consist of detailed learning activities with evening assignments. The morning of day four will be devoted to revision and exam preparation. The examination (one hour) will take place after lunch on day four. Delivered by a Focus Training Partner which specialises exclusively on IT Service Management: - Courses never cancelled - Trainers have hands-on ITIL experience - Free refresher programme if you are unfortunate enough to fail the exam
URL
Location:
Manchester
Start Date:
Working Days:
Price:
£999.00 +vat
Availability:
Exam:
Residential:
Course ID:
455824

Overview

This course leads to the ITIL Certificate – Continual Service Improvement. This is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.
This course is suitable for individuals who require a detailed understanding of the ITIL Continual Service Improvement phase of the ITIL core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation
It is particularly suitable for: CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.

The course covers the management and control of the activities and techniques within the Continual Service Improvement stage, but not the detail of each of the supporting processes.

 

Structure

The course will consist of formal lecturing, group discussions, in-course assignments, and a practice examination paper. Days one to three will consist of detailed learning activities with evening assignments.  The live exam will take place at the end of Day 3.

 

Learning Objectives

Succesful delegates will understand:

• Introduction to Continual Service Improvement (CSI)
• CSI principles
• CSI process
• CSI methods and techniques
• Organizing for CSI
• Technology considerations
• Implementing CSI
• Challenges, critical success factors and risks

Delegates will be fully prepared for the ITIL CSI examination which is taken at the end of the course.

Pre-Requisites

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate).

Candidates should bring their certificate(s) with them to complete the registration process on the first day of the course.

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 intelligence reporting

Implementing continual service improvement

  • CSI implementation: strategy, planning, governance, communication, project management, operation, as well as how to deal with cultural and organizational change

Challenges, critical success factors and risks

  • The challenges and risks such as staffing, funding, management, etc., which can be related to CSI and the details behind how each challenge can be addressed
  • The critical success factors related to CSI as well as how to measure and monitor them

Manchester - Heywood

Description:

The Training Centre at Byron House, Heywood, Lancs has recently been refurbished to a very high standard and features state of the art training facilities.

Every training room is equipped with both air conditioning and forced fresh air systems – contributing to your comfort and alertness - significantly improving your ability to absorb and retain your training. FREE hot and cold drinks are available all day and you will be offered a freshly prepared, hot lunchtime meal served in our continental style student lounge - such a refreshing change from the ubiquitous hotel buffet!

Librarian Room                                     Byron House Liberator Lounge    

 

 

Location:

Byron House
Green Lane
Heywood
Lancs
OL10 2DY

 

Directions:

Byron House is located in Heywood. It is a short distance from the M62 motorway and offers ample free and secure parking. For those preferring to travel by train, Rochdale train station is only a 10 minute taxi ride away.

From the Motorway

Leave the M62 at junction 19 and take the A6046 towards Heywood. At the second mini roundabout turn left into Coronation Avenue, and then at the T junction, turn right onto Manchester Road. Green Lane is about half a mile along this road on the right, immediately after a church. Byron House is then immediately after the level crossing on the right.

From Manchester

Follow the A664 (Rochdale Road) from the Rochdale side of Manchester to Middleton, and then take the A6046 (Hollin Lane) to Heywood. Once you get to junction 19 of the M62, the directions continue as for reaching us from the motorway.

The exam is taken on the final day of the course

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