This course focuses on how organizations and individuals can strategically review the products and services they have produced following the strategy, design, transition and operation stages of the IT Service Lifecycle and offers guidance on how this process should be organized and executed. It also includes guidance on the tools and technology that can be used to support Continual Service Improvement activities as well as how to evaluate risks and critical success factors. The course covers management and control of activities and techniques within the Continual Service Improvement phase of the ITIL Lifecycle, but it does not provide the full detail of each supporting process. Continual Service Improvement practices can help businesses and projects continue to meet and adapt to the changing needs of end users as well as improving efficiencies and returns on investment for organizations.
3 Days
An Understanding of the ITIL Foundation course
- Introduction to continual service improvement
- Continual service improvement principles
- Continual service improvement process
- Continual service improvement methods and techniques
- Organizing for continual service improvement
- Technology considerations
- Implementing continual service improvement
- Challenges, critical success factors and risks
What you will learn:
- Service management as a practice and CSI principles, purpose, and objective
- How all CSI processes interact with other service lifecycle processes
- Sub-processes, activities, methods, and functions used in each of the CSI processes
- Roles and responsibilities within CSI and the activities and functions to achieve operational excellence
- How to measure CSI performance
- Technology and implementation requirements in support of CSI
- Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks related with CSI
This course prepares you for the following certifications:
- ITIL Intermediate Qualification: Continual Service Improvement certificate
What to learn next?
