ITIL Continual Service Improvement

Course Code: ITIL3LCSI
Duration: 3 Days

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Overview

Successful completion of this module will gain you 3 points towards your ITIL ITSM Expert Diploma.

The target group of the ITIL Continual Service Improvement certificate is:

  • 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 a detailed understanding of the processes, functions and activities involved.
  • Individuals seeking the ITIL Expert in IT service management certificate.

Course outline

  • Introduction to continual service improvement.
  • Continual service improvement principles.
  • Continual service improvement processes.
  • Continual service improvement methods and techniques.
  • What to assess and when to use assessments.
  • Benchmarking.
  • Balanced Scorecard and SWOT analysis.
  • Deming Cycle.
  • Continual service improvement technology-related activities.
  • Organisation and technology for continual service improvement.
  • Understanding implementation approaches, challenges, critical success factors and risks.