ITIL® Continual Service Improvment

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ITIL® Continual Service Improvement (CSI)

A three-day Continual Service Improvement training, based on the „Continual Service Improvement” publication, covers the topics connected to perfecting IT services and shaping an approach focused on client needs and generating value for the client and IT.

PREREQUISITES

One of the following ITIL® Foundation certificates:

2011
V3
V2 and ITIL® Foundation Bridge

COURSE OBJECTIVES

Providing the comprehensive knowledge on creating an attitude of continual improvement of IT services and processes
In-depth understanding of the ITIL® best practices, described in ITIL® Continual Service Improvement publication, needed to develop a culture of measurement that continually tests value, quality, performance and compliance of the services within the service portfolio
Understanding the need to transform an IT organization from reactive to proactive approach

AUDIENCE

CIOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, all IT people who require a detailed understanding of the ITIL® Continual Service Improvement phase

COURSE FORM

Mix of instructor led training (75%) and hands-on exercises (25%)

EXAM

Multiple choice test; 8 questions, gradient scored, scenario-based
Pass mark: 70% (28 out of 40)
Open book: no
Electronic devices permitted: no
Time allocation: 90/120 mins.

WE OFFER

Classes conducted by an accredited trainer; accredited by Axelos course materials; interactive revision sessions as well as additional handouts useful for preparation for the exam; unlimited coffee breaks and lunch (refers to classes located in Sii); ability to participate in the accredited exam; certificates.

Partners

Quint Wellington Redwood

Training scope

Understanding of the main concepts of the continual service improvement stage: PDCA, CSI model, measurement and metrics, CSF, KPI, CSI register etc.
Key principles for a CSI practices
Key activities of the Seven-Step Improvement process
Key measurement and service reporting
Key methods and techniques for CSI
Tools supporting CSI activities
Technology and implementation consideration for the CSI phase
Challenges connected with introduction of CSI practices and approach within an IT organization
The effects on an organization of the challenges facing Continual Service Improvement
Mock exam
Accredited exam

The number of participants : 8-15 people
Duration : 3 days
Language : Polish
Course material : English
Exam : English

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