ITIL® Intermediate: Continual Service Improvement
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Gain the foundational knowledge and skills to plan, implement, and optimize processes and activities in this ITIL Service Lifecycle training course. This three-day course will provide the foundational knowledge needed to pass the ITIL Intermediate Continual Service Improvement certification exam, and three credits towards your ITIL Expert certification.
You Will Learn How To
- Prepare for and pass the ITIL Continual Service Improvement (CSI) exam
- Apply the seven-step improvement process
- Deliver CSI using proven techniques
- Organize for CSI by defining responsibilities with tools and technology
- Implement CSI while analyzing challenges, critical success factors, and risks
Important Course Information
Requirements:
- Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
Recommended Experience:
- Basic IT literacy and around two years of IT experience
Course Preparation:
- Before your event, you will be sent a Pre-Course Study Guide and the Key Element Guide ITIL Continual Service Improvement, which you should read as part of the 21 hours of personal study
- You should acquire and read the ITIL Service Operation core publication, focusing on Chapter 2, and review your ITIL Foundation course materials
Exam Information:
- The ITIL Continual Service Improvement exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing center
- Achieving the ITIL Intermediate Qualification: Continual Service Improvement certificate provides three credits toward your ITIL Expert certification
All-Inclusive — ITIL Exam Success Package, After-Course Coaching, Exam Fee:
- Learning Tree is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes for a year, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps.
- ITIL course attendees that would like to retake their ITIL course or exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.
Course Outline
- ITIL Continual Service Improvement: Introduction and Overview
Goals and scope of CSI
- The purpose and objectives of CSI
- Embedding CSI into organizational processes
- Explaining how CSI creates business value
CSI approach
- Asking the right business questions to ensure that a CSI initiative is warranted
- Illustrating the interfaces to other ITIL lifecycle stages
- Principles of Continual Service Improvement
Establishing accountability
- Defining unambiguous ownership and roles
- Supporting the application of CSI with the CSI register
- CSI and service level management
Providing adequate governance
- Knowledge management as a main element in any improvement initiative
- Implementing and applying CSI with the Deming Cycle
- Service measurement
- Ensuring effective governance with CSI
- Supporting CSI with frameworks, models, standards and quality systems
- The Seven-Step Improvement Process
Determining what to measure
- Defining what you should measure: measurements that fully support the goals of the organization
- Defining what you can measure
- Conducting gap analysis to identify what can be measured
Gathering the data
- Processing the data to provide end-to-end perspective on service and/or process performance
- Analyzing the data: targets met, developing trends, corrective actions required, cost to fix
- Presenting and using the information
- Implementing corrective actions
- Integrating CSI with the other lifecycle stages
- Methods and Techniques
Activities for delivering CSI
- Performing a gap analysis
- Implementing benchmarking
- Designing and analyzing service measurement frameworks
- Creating a return on investment
- Articulating service reporting
Key metrics
- Technology metrics
- Process metrics (CSFs and KPIs)
- Service metrics
- Initiating a SWOT analysis
- Measuring benefits to the business
Supporting CSI activities
- Availability management
- Capacity management
- IT service continuity management
- Problem management
- Knowledge management
- Organization and Technology Considerations
- Defining roles and responsibilities: service owner, process owner, process manager, process practitioner
- Choosing organizational structures that support CSI
- Specifying tool requirements for implementation success
- Automated incident and problem resolution
- Statistical analysis tools and business intelligence and reporting
- Implementing Continual Service Improvement
Key considerations
- Analyzing where to start
- Relating the role of governance
- Determining the effect of organizational change
- Constructing a communications strategy and plan
Implementation challenges and risks
- Establishing critical success factors and KPIs
- Developing risk-benefit analyses for adoption of continual service improvement
Convenient Ways to Attend This Instructor-Led Course
Hassle-Free Enrollment: No advance payment required to reserve your seat.
Tuition due 30 days after you attend your course.
In the Classroom
Live, Online
Private Team Training
In the Classroom — OR — Live, Online
Tuition — Standard: $2650 Government: $2355
Jul 11 - 13
(3 Days)
9:00 AM - 5:30 PM EDT
Herndon, VA / Online (AnyWare)
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Jul 25 - 27
(3 Days)
9:00 AM - 5:30 PM EDT
New York / Online (AnyWare)
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Aug 29 - 31
(3 Days)
9:00 AM - 5:30 PM EDT
Toronto / Online (AnyWare)
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Sep 12 - 14
(3 Days)
9:00 AM - 5:30 PM EDT
Alexandria, VA / Online (AnyWare)
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Oct 3 - 5
(3 Days)
9:00 AM - 5:30 PM EDT
Rockville, MD / Online (AnyWare)
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Dec 19 - 21
(3 Days)
9:00 AM - 5:30 PM EST
Herndon, VA / Online (AnyWare)
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Jan 23 - 25
(3 Days)
9:00 AM - 5:30 PM EST
New York / Online (AnyWare)
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Feb 27 - Mar 1
(3 Days)
9:00 AM - 5:30 PM EST
Toronto / Online (AnyWare)
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Mar 13 - 15
(3 Days)
9:00 AM - 5:30 PM EDT
Alexandria, VA / Online (AnyWare)
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Apr 3 - 5
(3 Days)
9:00 AM - 5:30 PM EDT
Rockville, MD / Online (AnyWare)
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Guaranteed to Run
When you see the "Guaranteed to Run" icon next to a course event, you can rest assured that your course event — date, time, location — will run. Guaranteed.Private Team Training
Enrolling at least 3 people in this course? Consider bringing this (or any course that can be custom designed) to your preferred location as a private team training.
For details, call 1-888-843-8733 or Click Here »
Tuition
Standard
Government
In Classroom or
Online
Standard
$2650
Government
$2355
Private Team Training
Course Tuition Includes:
Training Hours
Days 1 - 2 Course Hours:
9:00 a.m. - 5:30 p.m.
Two 15-minute breaks
45-minute lunch
Day 3 Course Hours - Last Day:
9:00 a.m. - 4:30 p.m.
Two 15-minute breaks
45-minute lunch
Free Course Exam*:
3:00 p.m. - 4:30 p.m.
*All AnyWare remote attendees participating in an ITIL course will have the opportunity to take their ITIL exam through an authorized PEOPLECERT service. ProctorU is an online testing site which allows you to schedule your ITIL exam 24/7. Please ensure you have acquired a webcam in advance of scheduling If you have any questions please call us at 1-888-THE-TREE (843-8733).
Both Learning Tree and this course have been accredited by PEOPLECERT. As an Accredited Training Organization (ATO), Learning Tree and its trainers have been approved to deliver this course and invigilate ITIL exams. PEOPLECERT is responsible for providing the examination papers, and marking and notifying Learning Tree of the results. The five ITIL core manuals are part of a suite of guidance owned by AXELOS Limited aimed at helping organizations and individuals manage their projects, programs, and services.
ITIL® is a registered trade mark of AXELOS Limited.
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