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ITIL® Continual Service Improvement

Course Code

MQ841

Duration

3 Days

In order to take the ITIL® Continual Service Improvement course, candidates must:
  • Have passed the ITIL® Foundation certification exam
  • In order to take the ITIL® Continual Service Improvement exam, candidates must complete the ITIL® Continual Service Improvement course and present a Certificate of Completion
  • A basic IT literacy and around 2 years IT experience are highly desirable
  • It is also recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Continual Service Improvement publication in preparation for the examination, paying particular attention to the Continual Service Improvement-specific terminology cited in the syllabus and defined in the Official ITIL Acronyms and the Official ITIL Glossary, noting new terms and questions to raise in class.
This 3-day (21 contact hours) course provides learners with the knowledge of management level concepts and core information of the activities and techniques within Continual Service Improvement. To achieve the ITIL® Continual Service Improvement certificate in IT service management you must complete all units and successfully pass the corresponding examination.
This course is intended for individuals who require a detailed understanding of the ITIL® Continual Service Improvement phase of the ITIL® Core Lifecycle and how it may be implemented to enhance the quality of IT service provisioning within their organization, as well as 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.
Upon completion of this course, participants will be able to:
  • Introduction to CSI
  • CSI principles
  • CSI process
  • CSI methods and techniques
  • Organizing for CSI
  • Technology considerations
  • Implementing CSI
  • Challenges, critical success factors and risks
Module 1: Introduction to Continual Service Improvement (CSI)

Module 2: CSI Principles

Module 3: CSI Process: The Seven-Step Improvement Process

Module 4: CSI Methods and Techniques

Module 5: Organization for CSI

Module 6: Technology for CSI

Module 7: CSI Implementation Considerations

Module 8: CSI Challenges, Critical Success Factors, and Risks

Module 9: Summary, Exam Preparation, and Directed Studies
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