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ITIL®  Continual Service Improvement Training


Overview

ITIL Continual Service Improvement links improvement efforts and outcomes with Service Strategy, Design, Transition and Operations. Successful implementation of CSI best practices enables IT departments to create and maintain value for customers through better design, introduction and operation of services. In this course, you learn how to plan, implement and optimize the Continual Service Improvement processes and gain the skills required to take the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam.

Learning Objectives

  • Justifying the role of continual service improvement
  • Applying the 7-step improvement process to enhance service quality and operational performance
  • Conducting a SWOT analysis
  • Creating a communication plan to engage the organization around CSI for IT service management
  • Prepare for and take the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam
  • Plan key activities for Continual Service Improvement processes in the context of the Service Lifecycle
  • Optimize the quality of IT service provision within an organization
  • Measure Continual Service Improvement processes using critical success factors and key performance indicators

Course Outline

  • Introduction and Overview
  • Goals and scope of CSI
  • Purpose of Service Measurement
  • Principles of Continual Service Improvement
  • Defining ownership and roles
  • Predicting and reporting service performance vs. targets
  • The 7-Step Improvement Process
  • Determining what to measure
  • Gathering the data with monitoring tools and manual processes
  • Supporting Processes
  • Methods and Techniques
  • Activities for delivering Continual Service Improvement
  • Key metrics
  • Organization and Technology Issues
  • Implementing Continual Service Improvement
  • Key considerations
  • Implementation challenges and risks

Target Group

  • 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 organization
  • IT professionals working within or about to enter a Continual Service Improvement environment and requiring a detailed understanding of the processes, functions and activities involved
  • Individuals seeking the ITIL Expert in IT Service Management for which this qualification is one of the prerequisite modules
  • Individuals seeking progress towards the ITIL® Master in IT Service Management for which the ITIL® Expert is a prerequisite

Prerequisite

ITIL Foundation Certificate in IT Service Management and completion of an accredited Course from an ITIL Accredited Training Provider.

Exams

Type: 8 Complex Multiple choice, scenario based questions
Duration: 90 minutes
Proctored: Yes
Open Book: No
Pass Score: 70%, 28 out of 40
Delivery: Online

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