ITIL^® Intermediate Qualification - Continual Service Improvement

The ITIL^® Intermediate Qualification - Continual Service Improvement 4-day certification course immerses learners in the overall concepts, processes, policies and methods associated with the Continual Service Improvement (CSI) phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the CSI stage but not the details of each of the supporting processes.  It uses an engaging case study-based approach to learning the core disciplines of the ITIL^® Best Practices, and positions the students to complete successfully the associated exam.

Course Details

This course has mandatory 21 contact hours as well as a recommendation of completing 21 hours of self study prior to the start of the course.

Minimum class size is 6 students, maximum class size is 18 students.

Two official sample exams will be provided during the course.

The following link will take you to the official ITIL^® Continual Service Improvement Qualification Syllabus:
ITIL^® Continual Service Improvement

Learning Objectives

This qualification presents a complete overview of Continual Service Improvement including all its related activities:

• Continually aligning and realigning IT services to changing business needs by identifying and implementing improvements to IT services that support business processes.
• It reviews improvement activities as they support the lifecycle approach through Service Strategy, Service Design, Service Transition and Service Operation.

Candidates can expect to gain competencies in:

• Introduction to Continual Service Improvement
• Continual Service Improvement Principles
• Continual Service Improvement Process
• Continual Service Improvement Methods and Techniques
• Organization for Continual Service Improvement
• Technology for Continual Service Improvement
• Implementation Considerations
• Critical Success Factors and Risks

In addition, the training for this certification includes examination preparation through a mock examination.

Prerequisites

Candidates must hold an ITIL^® Foundation Certificate or an ITIL^® Foundation Bridge Certificate.

Supporting Materials

Students will receive a copy of the classroom presentation material, practice exams, homework and assignments.

Students are required to pre-read and bring to class the following ITIL^® Service Management Practices core lifecycle publications:

ITIL^® Continual Service Improvement - 2011 Edition
ISBN: 9780113313082