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
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
Prerequisites

One of the following ITIL® Foundation certificates:

  • 2011
  • V3
  • V2 and ITIL® Foundation Bridge
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

The number of participants: 8-15 people

Duration: 3 days

Available language: PL / EN

Available course material: EN

Available exam: EN

Course form
Mix of instructor led training (75%) and hands-on exercises (25%)
Exam
  • Exam is obligatory
  • 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.

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Agnieszka Rzeczkowska

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Agnieszka Rzeczkowska

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