Continual Service Improvement

(This course is offered in partnership with another Accredited Training Organisation)

Students will examine the following topics.

• Introduction to Continual Service Improvement
  
• Continual Service Improvement Principles
• Continual Service Improvement Process
• Continual Service Improvement Methods and Techniques
• Organisation for Continual Service Improvement
• Technology for Continual Service Improvement
• Implementation Considerations
• Critical success factors and risks

Target Group

• The main target group includes, but is not restricted to
  • CIOs,
  • CTOs,
  • managers
  • supervisory staff
  • team leaders
  • designers
  • architects
  • planners
  • IT consultants
  • IT audit managers
  • IT security managers
  • ITSM trainers

involved in the ongoing management, coordination and integration of continual service improvement activities within the Service Lifecycle.

• The course syllabus covers the management and control of the activities and techniques within Continual Service Improvement, but not the detail of each of the supporting processes.
• This course syllabus may also be of interest to:
  • Individuals who require a detailed understanding of the ITIL® Continual Service Improvement phase of the ITIL® core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation
  • IT professionals working within or about to enter a Continual Service Improvement environment and requiring an understanding of the concepts, processes, functions and activities involved
  • Individuals seeking the ITIL® Expert certification in IT Service Management for which this qualification is one of the prerequisite modules

Prerequisite Entry Criteria

1. ITIL® Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.
2. It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Continual Service Improvement book in preparation for the examination*