ITIL® Intermediate: Continual Service Improvement

Why Attended

This ITIL Continual Service Improvement course is one of the five courses within the ITIL Service Lifecycle work stream. The course will focus 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 also offer guidance on how this process should be organized and executed.

In addition, this course includes guidance on the tools and technology that can be used to support CSI activities as well as how to evaluate risks and critical success factors.

ITIL® Intermediate: Continual Service Improvement

Course Objectives

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this course:

Introduction to CSI
CSI principles
CSI process
CSI methods and techniques
Organizing for CSI
Technology considerations
Implementing CSI
Challenges, critical success factors and risks.

Target Audience

The target audience of the ITIL Intermediate: Continual Service Improvement course includes, but is not restricted to:

Chief information officers (CIOs)
Chief technology officers (CTOs)
Managers
Supervisory staff
Team leaders
Service designers
IT architects
IT planners
IT consultants
IT audit managers
IT security managers
Service test managers and ITSM trainers
Individuals who require a detailed understanding of the ITIL CSI phase of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
IT professionals working within, or about to enter, a CSI environment and requiring a detailed understanding of the processes, functions and activities involved
Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
Individuals seeking the ITIL Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules
Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.

Prerequisites

Candidates wishing to be trained and examined for this course must already hold the ITIL Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission.

Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be required:

Earlier ITIL (V2) Foundation plus Foundation Bridge
ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).

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