ITIL® Service Lifecycle – Continual Service Improvement

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Overview

** Course based on “ITIL® 2011 Edition” syllabus **

3-day public or single organisation course

A three day course intended to provide, test and validate knowledge on industry practices in service management as documented in the ITIL Continual Service Improvement publication.

The course and associated examination are free-standing but also part of the ITIL intermediate lifecycle stream. It is one of the modules that leads to the ITIL® Expert Certificate in IT Service Management and carries a credit value of 3 points.

Objectives

Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certificate:

Who should attend?

The course and examination are suitable for:

• Individuals who require a detailed understanding of the ITIL continual service improvement stage of the ITIL service 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 an understanding of the concepts, processes, functions and activities involved
• Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
• Individuals seeking the ITIL Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules
• Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.

Pre-requisites

Students wishing to attend this course and take the examination must fulfil the following requirements:

• Hold the ITIL Foundation Certificate in IT Service Management (or equivalent) which must be presented as documentary evidence to gain admission
• Attend an accredited training course

In addition, it is desirable that students have a basic IT literacy and around 2 years IT experience and it is recommended that students 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.

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Structure

The course is delivered in accordance with an accredited course syllabus and certification process. It combines tutorials and practical exercises and examination practice reinforced through the trainers’ proven implementation track record.

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Content

The course will cover:

Introduction to continual service improvement

• The core concepts and terminology of continual service improvement (CSI) and how continual service improvement looks for ways to improve process effectiveness and efficiency as well as cost effectiveness in all stages of the ITIL service lifecycle

Continual service improvement principles

• How the success of CSI depends upon an understanding of organizational changes and establishing clear accountability, and the influence of service level management

Continual service improvement process

• The seven-step improvement process, including activities, interfaces, inputs and outputs
• How CSI integrates with the other stages of the ITIL service lifecycle, and how other processes support the different seven-step improvement process activities

Continual service improvement methods and techniques

• Methods and techniques which are primarily used to deliver continual service improvement
• How to perform and interpret assessments, gap analysis, benchmarking, service measurement, metrics, balanced scorecards, SWOT analysis, service reports and return on investment
• How continual service improvement uses availability, capacity, IT service continuity and problem management to support its activities

Organizing for continual service improvement

• Continual service improvement in relation to the organization, roles relevant to continual service improvement and their responsibilities, skills and competencies
• The nature of the activities and the skills required for the seven-step improvement process as well as the how authority matrices (RACI) are used by continual service improvement

Technology considerations

• The technology and tools used to support continual service improvement, holistic service management tools and tools for system, network, event, performance, project, portfolio and financial management

Implementing continual service improvement

• The complete methodology of when and where to start implementing continual service improvement, the role of governance, the effect of organizational change and communication strategies and planning

Challenges, critical success factors and risk

• The challenges and risks facing continual service improvement and appropriate critical success factors (CSFs)

Professional Qualifications

The qualification is based on a 90 minute closed-book examination of 8 complex, scenario based multiple choice questions. Typically, the examination is taken at the end of the course. Successful delegates will be awarded the ITIL Intermediate Qualification: Continual Service Improvement Certificate.

The qualification is free standing, but also counts as 3 credits towards the ITIL Expert Certification.

Documentation

Delegates will be issued with an in-course hand-out and other relevant material.

Pre-reading

The Continual Service Improvement publication is available from the Fox IT bookshop.

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