This course focuses on how organizations and individuals can strategically review the products and services they have produced following the strategy, design, transition and operation stages of the IT Service Lifecycle and offers guidance on how this process should be organized and executed. It also includes guidance on the tools and technology that can be used to support Continual Service Improvement activities as well as how to evaluate risks and critical success factors. The course covers management and control of activities and techniques within the Continual Service Improvement phase of the ITIL Lifecycle, but it does not provide the full detail of each supporting process. Continual Service Improvement practices can help businesses and projects continue to meet and adapt to the changing needs of end users as well as improving efficiencies and returns on investment for organizations.
3 Days
An Understanding of the ITIL Foundation courseÂ
- Introduction to continual service improvementÂ
- Continual service improvement principlesÂ
- Continual service improvement processÂ
- Continual service improvement methods and techniquesÂ
- Organizing for continual service improvementÂ
- Technology considerationsÂ
- Implementing continual service improvementÂ
- Challenges, critical success factors and risksÂ
What you will learn:Â
- Service management as a practice and CSI principles, purpose, and objectiveÂ
- How all CSI processes interact with other service lifecycle processesÂ
- Sub-processes, activities, methods, and functions used in each of the CSI processesÂ
- Roles and responsibilities within CSI and the activities and functions to achieve operational excellenceÂ
- How to measure CSI performanceÂ
- Technology and implementation requirements in support of CSIÂ
- Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks related with CSIÂ
This course prepares you for the following certifications:Â
- ITIL Intermediate Qualification: Continual Service Improvement certificateÂ
What to learn next?
