1-888-THE-TREE (1-888-843-8733)
PRODUCTIVITY THROUGH EDUCATION®
 

ITIL® Intermediate Qualification: Continual Service Improvement

 
Course: 994   Duration: 3 Days   PMI: 19
 
 

You Will Learn How To

  • Prepare for and take the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam
  • Plan key activities for continual service improvement (CSI) 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 Benefits

ITIL continual service improvement links improvement efforts and outcomes with service strategy, design, transition and operation. 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 CSI processes and gain the skills required to take the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam.

Who Should Attend

This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Continual Service Improvement Certificate. The ITIL Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day.

Workshop Course

Through activities, you gain knowledge of the continual service improvement processes. Workshops include:
  • Gaining insight into the extent to which CSI is embedded in IT service management
  • Applying the seven-step improvement process
  • Creating a balanced scorecard
  • Building a template for a reporting policy

Related Courses

 
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. The Swirl logoTM is a Trade Mark of the Office of Government Commerce. 		 

Training Dates

Live online classroom training.Participate in person or in live, online events (highlighted) via Learning Tree AnyWareTM.
Feb 22 - 24Toronto 
Mar 21 - 23Ottawa 
Jun 20 - 22Toronto 
Jul 18 - 20Ottawa 
Oct 17 - 19Toronto 
Nov 7 - 9Ottawa 

US Dates

May 2 - 4Reston, VA
May 9 - 11New York 
Jun 13 - 15Rockville, MD
Jul 25 - 27Reston, VA
Sep 5 - 7New York 
Oct 3 - 5Reston, VA
Oct 10 - 12Rockville, MD
Dec 12 - 14Reston, VA

For AnyWare enrolments, please register at least 10 days prior to the start of the course.


For complete schedule, please visit www.learningtree.ca
http://www.lrntree.ca/courses/994pf.htm
 
 
1-888-THE-TREE (1-888-843-8733)
PRODUCTIVITY THROUGH EDUCATION®
 

ITIL® Intermediate Qualification: Continual Service Improvement

 
Course: 994   Duration: 3 Days   PMI: 19
 
 
Course 994 Content
 

Introduction and Overview

Goals and scope of CSI

  • The purpose and objectives of CSI
  • Embedding CSI into organizational processes
  • Explaining how CSI creates business value

CSI approach

  • Asking the right business questions to ensure that a CSI initiative is warranted
  • Illustrating the interfaces to other ITIL lifecycle stages

Principles of Continual Service Improvement

Establishing accountability

  • Defining unambiguous ownership and roles
  • Supporting the application of CSI with the CSI register
  • CSI and service level management

Providing adequate governance

  • Knowledge management as a main element in any improvement initiative
  • Implementing and applying CSI with the Deming Cycle
  • Service measurement
  • Ensuring effective governance with CSI
  • Supporting CSI with frameworks, models, standards and quality systems

The Seven-Step Improvement Process

Determining what to measure

  • Defining what you should measure: measurements that fully support the goals of the organization
  • Defining what you can measure
  • Conducting gap analysis to identify what can be measured

Gathering the data

  • Processing the data to provide end-to-end perspective on service and/or process performance
  • Analyzing the data: targets met, developing trends, corrective actions required, cost to fix
  • Presenting and using the information
  • Implementing corrective actions
  • Integrating CSI with the other lifecycle stages

Methods and Techniques

Activities for delivering CSI

  • Performing a gap analysis
  • Implementing benchmarking
  • Designing and analyzing service measurement frameworks
  • Creating a return on investment
  • Articulating service reporting

Key metrics

  • Technology metrics
  • Process metrics (CSFs and KPIs)
  • Service metrics
  • Initiating a SWOT analysis
  • Measuring benefits to the business

Supporting CSI activities

  • Availability management
  • Capacity management
  • IT service continuity management
  • Problem management
  • Knowledge management

Organization and Technology Considerations

  • Defining roles and responsibilities: service owner, process owner, process manager, process practitioner
  • Choosing organizational structures that support CSI
  • Specifying tool requirements for implementation success
  • Automated incident and problem resolution
  • Statistical analysis tools and business intelligence and reporting

Implementing Continual Service Improvement

Key considerations

  • Analyzing where to start
  • Relating the role of governance
  • Determining the effect of organizational change
  • Constructing a communications strategy and plan

Implementation challenges and risks

  • Establishing critical success factors and KPIs
  • Developing risk-benefit analyses for adoption of continual service improvement
http://www.lrntree.ca/courses/994pf.htm
 
 
1-888-THE-TREE (1-888-843-8733)
PRODUCTIVITY THROUGH EDUCATION®
 

ITIL® Intermediate Qualification: Continual Service Improvement

 
Course: 994   Duration: 3 Days   PMI: 19
 
 

Important Course Information:

  • Precourse reading required
  • Approximately 1 hour of home study each evening
  • Course fee includes the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam
  • The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day

Exam Entry Criteria:

Candidates must hold the ITIL v3 Foundation Certificate, the v3 Foundation Bridge Certificate or the ITIL Expert Certificate achieved via a bridging route.

It is also recommended that candidates complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Continual Service Improvement publication in preparation for the examination, specifically Chapter 2: Service management as a practice. A basic IT literacy and around two years of IT experience are highly desirable.

Course Tuition
$ 2,695Standard Tuition
Tuition with a Savings Plan
$ 2,2952-Course Passport
$ 1,8353-Course Passport
$ 1,7604-Course Passport
$ 2,950Voucher 5-Pack
$ 2,370Government Discount

Your Course Tuition Entitles You To...

  • Class participation
  • Team workshops
  • Use of in-class hands-on equipment
  • Comprehensive course materials
  • Morning and afternoon refreshments
  • Course Completion Certificate awarding Continuing Education Units
  • FREE participation in Professional Certification
  
 

Tuition Savings Plans

2-Course Passport
  • 2 Courses in 12 months for $4,590
  • As little as $2,295 per course
  • Savings up to 35% per course
3-Course Passport
  • 3 Courses in 24 months for $5,500
  • As little as $1,835 per course
  • Savings up to 50% per course
4-Course Passport
  • 4 Courses in 24 months for $7,035
  • As little as $1,760 per course
  • Savings up to 50% per course
Training Vouchers
  • Save as much as $1,080 per course
  • Fully transferable
  • As low as $2,895 per course
Exact savings may vary depending on courses selected.

Your Guarantee of Satisfaction

Unless you feel 100% satisfied that Learning Tree delivered even more than you expected, there is no fee for your course attendance. Our Guarantee of Quality lets you experience the value of the course—and then pay only if you feel the course was well worth the tuition.

Enrolling is Easy and Flexible!

Enrol by phone or online. If your plans change, just let us know and, without a fee, you can transfer to another course or cancel your enrolment. Pay after you've taken the course, and then only if you are 100% satisfied.
http://www.lrntree.ca/courses/994pf.htm