A key concept within any implementation of ITIL is that of trying to provide services that get better, to improve the effectiveness of processes and to align this with the organisation.

Although often quoted as the last of the phases it runs through the other phases in the form of continual measuring and reporting. This, along with other techniques such as using the Demings Cycle and the 7-Step Improvement process are central to this aim of continual improvement.

Credits
Successful candidates will be awarded 3 credits towards the ITIL Expert qualification.

Who Should Attend
The course is suitable for individuals who require a deeper understanding of the Continual Service Improvement stage of the Service Lifecycle. CSI also offers a natural career development path for anyone who already hold the ITIL Foundation Certificate.

Pre-requisites
Delegates are required to hold the ITIL Foundation Certificate in IT Service Management or v2 to v3 bridge equivalent.

Additional Costs
Prices shown are excluding VAT - there is also an additional exam fee of £110+VAT

COURSE OVERVIEW

During the course, you will obtain knowledge on:

The importance of Service Management as a Practice concept & Continual Service Improvement Principles, Purpose & Objectives

How all ITIL Continual Service Improvement processes interact with other Service Lifecycle Processes

The sub-processes, activities, methods and functions used in each of the ITIL Continual Service Improvement Processes, and how to use them to achieve operational excellence

How to measure ITIL Continual Service Improvement

The Technology and implementation considerations surrounding ITIL Continual Service Improvement

Challenges, Critical Success Factors and Risks associated to ITIL Continual Service Improvement

There is plenty of opportunity to practice the application of these topics using a case study during the course

COURSE TOPICS

INTRODUCTION TO CONTINUAL SERVICE IMPROVEMENT
The concepts and terminology in the field of Continual Service Improvement

CONTINUAL SERVICE IMPROVEMENT PRINCIPLES

CONTINUAL SERVICE IMPROVEMENT PROCESSES

CONTINUAL SERVICE IMPROVEMENT TECHNOLOGY RELATED ACTIVITIES

ORGANISING FOR CONTINUAL SERVICE IMPROVEMENT

TECHNOLOGY CONSIDERATIONS

IMPLEMENTATION AND IMPROVEMENT OF CONTINUAL SERVICE IMPROVEMENT

APMG EXAMINATION PROCESS EXPLAINED
Hints and tips on Passing the examinations
Typical examination Scenarios and Questions
Mock Examination papers

Delegates will need to bring Photographic ID to show the Invigilator before the exam can be taken