ITIL® Intermediate Continual Service Improvement – 3 days
This course leads to the ITIL® Certificate – Continual Service Improvement. This is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.
The course covers the management and control of the activities and techniques within the Continual Service Improvement stage, but not the detail of each of the supporting processes.
Detailed understanding of processes, functions and activities related to Continual Service Improvement within the Service Lifecycle.
• Introduction to CSI
• CSI principles
• CSI processes
• CSI methods and techniques
• Organizing for CSI
• Technology considerations
• Implementing CSI
• Challenges, critical success factors and risks
This course is suitable for 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 organization.
The examination is closed book and made up of multiple choice questions based on a scenario. Students will be allowed 120 minutes to answer the questions. You need at least 70% (28/40 points) to pass.
Candidates wishing to be trained and pass the exam for this qualification must already hold the ITIL Foundation Certificate.