ITIL V3 Service Lifecycle Continual Service Improvement

Duration: 3 Days

The course builds on the general principles covered in the ITIL® Foundation course. It covers the lifecycle aspects of Continual Service Improvement (CSI) and the management and control of the activities and techniques within the CSI stage. The course also looks at the concept of CSI as a practice and at the interfaces between CSI and the other stages of the ITIL Service Lifecycle.

Objectives

1. To obtain knowledge on ITIL concepts and terminology and enable delegates to understand the processes, functions and activities involved in CSI. 
2. To give a detailed management/business level understanding of the ITIL® CSI phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation.  
3. To explain the roles and justify the need of CSI in the Service Lifecycle.
4. To prepare delegates for the ITIL® Lifecycle examination in Continual Service Improvement (which takes place as part of the course).

Who should attend?

The course is suitable for individuals who require a deeper understanding of the CSI stage of the Service Lifecycle. It offers a career development path for practitioner staff who already hold the ITIL® Foundation Certificate.

Delegates will find it helpful if they have at least two years experience in IT service management  before taking the course.

It is a prerequisite that delegates hold the ITIL® Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent.

Professional Qualifications

The course forms part of the ITIL® Intermediate qualification programme. Successful candidates will be awarded 3 credits towards the ITIL® Expert qualification.

The examination will consist of a complex multiple choice, closed book paper, to be completed within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark is 70% or higher.

Topics covered:

• The main principles and objectives of CSI
• Challenges, Critical Success Factors and Risks
• The overall process of CSI itself
• The methods and techniques of CSI such as Benchmarking, Assessments, Balanced Scorecard and the Deming Cycle
• Organizational issues concerned with CSI
• Technology considerations related to CSI
• The activities commonly performed in the CSI arena
• Assessing Critical Success Factors and Managing Risk in CSI

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