ITIL Service Lifecycle Continual Service Improvement

Duration: 
3 days
Codes: 
ITIL

Overview

This intermediate course enables you to gain a deep understanding of the ITIL Continual Service Improvement phase to enhance the quality of IT service provision. It covers the management and control of the activities and techniques within the Continual Service Improvement stage. A copy of the official ITIL Continual Service Improvement 2011 Lifecycle Publication is also included as part of the training package.

Examination

The CSI exam is challenging and consists of a complex multiple-choice, closed book paper of 8 questions, to be answered within 90 minutes. The pass mark is 70% or more. Two practice exam papers will be provided to assist with preparation. Successful candidates will be awarded 3 credits towards the ITIL Expert certification.

It is highly recommended that you spend time before this course begins and each evening of this course reviewing and consolidating what you've learned, to be well prepared for the exam.

Audience

This course is aimed at CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and service test managers.

Skills Gained

On completion of the course candidates can expect to gain competencies in the following:

  • Introduction to Continual Service Improvement
  • Continual Service Improvement principles
  • Continual Service Improvement process
  • Continual Service Improvement methods and techniques
  • Organisation for Continual Service Improvement
  • Technology for Continual Service Improvement
  • Implementation considerations
  • Critical success factors and risks

Prerequisites

A pass in the ITIL 4 or ITIL V3 or ITIL 2011 Foundation exam or the ITIL V2-V3 Bridging exam from either EXIN, ISEB/BCS or APMG. Proof will need to be provided before attending the course.

Candidates should have exposure to basic concepts in IT and related work experience of at least two years.

This course is based on material published in the ITIL v3 publications. Though ITIL 4 Foundation Certificate is an acceptable pre-requisite, we strongly recommend that any candidate whose exposure to IT Service Management is purely from ITIL 4 Foundation familiarise themselves with the differences between ITIL v3 and ITIL 4.

Course Outline

  • Introduction to CSI
  • CSI principles, purpose and objectives
  • Continual Service Improvement process
  • 7-step improvement process
  • Service Reporting
  • Service Measurement
  • CSI integration with other stages in the Service Lifecycle
  • Return on Investment for CSI
  • Methods and techniques
  • Assessments and gap analysis
  • Benchmarking, Measuring and Reporting
  • Deming Cycle and service improvement
  • Availability and capacity management techniques
  • Risk management to identify improvement
  • Problem management and CSI
  • Organising for CSI
  • Technology considerations surrounding CSI
  • Implementation of CSI
  • CSI integration with the other stages in the Service Lifecycle
  • Exercises and discussions to consolidate the learning experience and understand how to implement the practice
  • Exam preparation, revision and mock examination

Thinking about Onsite?

If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.

Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.

Upcoming Dates

  • GREEN This class is Guaranteed To Run.
  • SPVC - Self-Paced Virtual Class.
  • Click a Date to Enroll.
Course Location Days Cost Date
Glamorgan
Cardiff3 4398 £4398 2019-08-12
Glasgow
Glasgow3 4398 £4398 2019-08-19
Midlands
Solihull3 4398 £4398 2019-08-27
Staffordshire
Stoke on Trent3 4398 £4398 2019-08-27
Fife
Dunfermline3 4398 £4398 2019-08-27
Hertfordshire
Watford3 4398 £4398 2019-08-27
London
London3 4398 £4398 2019-08-27
Dorset
Poole3 4398 £4398 2019-08-27
Berkshire
Swindon3 4398 £4398 2019-08-27
Devon
Exeter3 4398 £4398 2019-08-27
Worcestershire
Worcester3 4398 £4398 2019-08-27
Berkshire
Swindon3 4398 £4398 2019-08-27
Glamorgan
Swansea3 4398 £4398 2019-08-27
Jersey
Jersey3 4398 £4398 2019-08-27
Oxfordshire
Oxford3 4398 £4398 2019-08-27
Midlands
Birmingham3 4398 £4398 2019-08-27
Essex
Chelmsford3 4398 £4398 2019-08-27
Leicestershire
Hinckley3 4398 £4398 2019-08-27
Inverness
Inverness3 4398 £4398 2019-08-27
Midlands
Northampton3 4398 £4398 2019-08-27
Clwyd
Wrexham3 4398 £4398 2019-08-27
Gloucestershire
Cirencester3 4398 £4398 2019-08-27
County Durham
Darlington3 4398 £4398 2019-08-27
Somerset
Bath3 4398 £4398 2019-08-27
Oxfordshire
Oxford3 4398 £4398 2019-08-27
Midlands
Coventry3 4398 £4398 2019-08-27
London
Heathrow3 4398 £4398 2019-08-27
Warwickshire
Warwick3 4398 £4398 2019-08-27
Hampshire
Portsmouth3 4398 £4398 2019-08-27
Suffolk
Ipswich3 4398 £4398 2019-08-27
Suffolk
Ipswich3 4398 £4398 2019-08-27
Cheshire
Chester3 4398 £4398 2019-08-27
Lancashire
Chorley3 4398 £4398 2019-08-27
Clwyd
Wrexham3 4398 £4398 2019-08-27
Somerset
Bath3 4398 £4398 2019-08-27
Devon
Plymouth3 4398 £4398 2019-08-27
Inverness
Inverness3 4398 £4398 2019-08-27
Bedfordshire
Luton3 4398 £4398 2019-08-27
Gloucester
Gloucester3 4398 £4398 2019-08-27
Surrey
Guildford3 4398 £4398 2019-08-27
Northamptonshire
Corby3 4398 £4398 2019-08-27
Cambridgeshire
Peterborough3 4398 £4398 2019-08-27
Berkshire
Wokingham3 4398 £4398 2019-08-27
Gloucestershire
Cirencester3 4398 £4398 2019-08-27
Midlands
Northampton3 4398 £4398 2019-08-27
Yorkshire
Leeds3 4398 £4398 2019-08-27
Kent
Canterbury3 4398 £4398 2019-08-27
Tyne and Wear
Newcastle3 4398 £4398 2019-08-27
Tyne and Wear
Newcastle3 4398 £4398 2019-08-27
Surrey
Guildford3 4398 £4398 2019-08-27
Berkshire
Bracknell3 4398 £4398 2019-08-27
Dorset
Fleet3 4398 £4398 2019-08-27
Kent
Tonbridge3 4398 £4398 2019-08-27
Lancashire
Chorley3 4398 £4398 2019-08-27
Devon
Plymouth3 4398 £4398 2019-08-27
Essex
Chelmsford3 4398 £4398 2019-08-27
Derbyshire
Buxton3 4398 £4398 2019-08-27
Bedfordshire
Bedford3 4398 £4398 2019-08-27
Warwickshire
Warwick3 4398 £4398 2019-08-27
Cumbria
Carlisle3 4398 £4398 2019-08-27
London
London3 4398 £4398 2019-09-02
London
London3 4398 £4398 2019-09-04
London
London3 4398 £4398 2019-09-04
Manchester
Manchester3 4398 £4398 2019-09-09
Virtual
Virtual3 4398 £4398 2019-09-11
Yorkshire
Leeds3 4398 £4398 2019-09-16
London
London3 4398 £4398 2019-09-16
London
London3 4398 £4398 2019-09-16
Berkshire
Reading3 4398 £4398 2019-09-23
Bristol
Bristol3 4398 £4398 2019-09-24
Midlands
Birmingham3 4398 £4398 2019-09-30
Edinburgh
Edinburgh3 4398 £4398 2019-10-02
Bristol
Bristol3 4398 £4398 2019-10-07
Edinburgh
Edinburgh3 4398 £4398 2019-10-08
Midlands
Birmingham3 4398 £4398 2019-10-11
Midlands
Birmingham3 4398 £4398 2019-10-11
Manchester
Manchester3 4398 £4398 2019-10-14
Sussex
Brighton3 4398 £4398 2019-10-14
London
London3 4398 £4398 2019-10-21
Northern Ireland
Belfast3 4398 £4398 2019-10-21
Aberdeenshire
Aberdeen3 4398 £4398 2019-10-28
Buckinghamshire
Milton Keynes3 4398 £4398 2019-11-04
Kent
Maidstone3 4398 £4398 2019-11-11
London
London3 4398 £4398 2019-11-13
London
London3 4398 £4398 2019-11-13
Merseyside
Liverpool3 4398 £4398 2019-11-18
Virtual
Virtual3 4398 £4398 2019-11-20
London
London3 4398 £4398 2019-11-25
Cambridgeshire
Cambridge3 4398 £4398 2019-11-25
Manchester
Manchester3 4398 £4398 2019-12-02
Devon
Exeter3 4398 £4398 2019-12-04
Bristol
Bristol3 4398 £4398 2019-12-04
London
London3 4398 £4398 2019-12-09
Yorkshire
Leeds3 4398 £4398 2019-12-09
London
London3 4398 £4398 2019-12-12
Yorkshire
Sheffield3 4398 £4398 2019-12-16
Yorkshire
Sheffield3 4398 £4398 2019-12-16
Midlands
Birmingham3 4398 £4398 2019-12-17
Glasgow
Glasgow3 4398 £4398 2020-01-08
London
London3 4398 £4398 2020-01-15