This three-day intermediate course provides the participants with a more in-depth insight into the ITIL® continual service improvement phase. Sound knowledge of the overall concept, processes, policies and methods is formulated in conjunction with the CSI lifecycle phase.
The key areas of focus include the aim and purpose of CSI, the basic principles, processes, activities, functions, support technologies as well as views on implementation,
This service transition lifecycle coursed is aimed at
- participants who possess an ITIL® foundation certificate and who wish to acquire more in-depth knowledge of approaches to service management best practice.
- participants who wish to undergo further training to become an ITIL® Expert or ITIL® Master.
- participants who wish to acquire a more in-depth understanding of continual service improvement.
Typical roles are: CIO, Senior IT Manager, IT Manager and IT Quality Management Team Leaders, IT employees (development, deployment, operation).
By successfully passing the ITIL® continual service improvement training course the candidates can achieve the following learning objectives:
- Introduction to Continual Service Improvement
- Conceptuality and context of service lifecycle concept
- Principles of continual service improvement
- Scope of continual service improvement
- Added value for the business and cost considerations
- Integration into service lifecycle phase
- Continual Service Improvement Processes
- 7-step improvement process
- Service reporting
- Service measurability
- Concept of return on investment
- Relationship between CSI and service level management
- Continual Service Improvement methods and techniques
- Measurement and reporting frameworks
- Deming cycle
- Relationships between CSI and the other service management processes
- Organization für Continual Service Improvement
- Technology for continual service improvement
- Implementation of continual service improvement
- Challenges, critical success factors and risks