This 3-day course builds on the general principles covered as part of the ITIL® Foundation course. It covers the lifecycle aspects of Continual Service Improvement (CSI) and covers the management and control of the activities and techniques within the CSI stage.
Additionally the course looks at the concept of CSI as a practice and at the interfaces between CSI and the other stages of the ITIL Service Lifecycle.
The course is assignment based, with a strong emphasis on practical coursework, working as individuals and in teams.
Available dates
- 26 - 28 Sep 2011
- 9 - 11 Jan 2012
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Who is this course suitable for?
The course is suitable for individuals who require a deeper understanding of the CSI stage of the Service Lifecycle. It offers a natural career development path for practitioner staff who already hold the ITIL® V3 Foundation Certificate.
What does this course cover?
- To obtain knowledge on ITIL® concepts and terminology. The course looks at activities that may be implemented to enhance the quality of IT service management within an organisation and enables students to understand the concepts, processes, functions and activities involved in CSI.
- To give a detailed management/business level understanding of the ITIL® CSI phase of the ITIL® core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation.
- To explain the roles and justify the need of CSI in the Service Lifecycle.
- To prepare delegates for the ITIL® Lifecycle examination in Continual Service Improvement.
During the course, you will learn:
- The main principles and objectives of CSI
- Challenges, Critical Success Factors and Risks
- The overall process of CSI itself
- The methods and Techniques of CSI such as Benchmarking, Assessment, the Balanced Scorecard and the Deming cycle
- Organizational issues concerned with CSI
- Technology considerations related to CSI
- The activities commonly performed in the CSI arena
- Assessing Critical Success Factors and Managing Risk in CSI
Are there entry requirements?
Delegates are required to hold the ITIL® V3 Foundation Certificate in IT Service Management or V2 to V3 bridge equivalent.
Before taking the course, it is recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years.
It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and relevant books in preparation for the examination.
What's included?
Our package includes full course materials.
Although the course is non-residential, we offer help finding appropriate hotels, close to the training venue. To take advantage of this offer, drop us an email after you book your course.
Additional info
Certification
Please note: the cost of the exam is not part of the course cost. The exam can be booked with us at an additional charge and taken as part of the course.
The course forms part of the ITIL® Intermediate qualification programme.
The examination will consist of a complex multiple choice, closed book paper, to be completed within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark will be 65% or more.
Successful candidates will be awarded 3 credits towards the ITIL® Expert qualification.
Delegates will receive a copy of the Key Element Guide: LCSI during the course.
The course is based on the OGC’s Best Practice Guidelines in the ITIL® Service Lifecycle books; this course is centred on the Continual Service Improvement book.
*** We also offer ITILv3 Certification Service Lifecycle – Continual Service Improvement course via distance learning, for further details follow this link. ***
How to book?
There are three ways to book your course, either online, via fax, or telephone:
- To book via telephone just call us on 0845 070 1750, and we’ll take of the details.
- To book via fax download our booking form, complete it and fax to us on +44 (0) 1353 662667.
- To book online simply enter the number of delegates you wish to send into the “Quantity” and select the course date from the drop down menu and click “Order now”.
We can also accept purchase orders from local authorities, government departments, and other public sector organisations and will consider account facilities for large corporate customers, follow this link to our payment options page for more information.
All bookings are subject to our terms and conditions.
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