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ITIL Service Lifecycle Management-Continual Service Improvement
Upcoming Events
Self-Paced - Online courses to suit your schedule240.00 ITIL Service Lifecycle Management: Continual Service Improvement self-paced e-learning
$885August 6 - August 8240.14 ITIL Lifecycle Continual Service Improvement (CSI)
$2300October 29 - October 31240.15 ITIL Lifecycle Continual Service Improvement (CSI)
$2300
| Course Length |
3 days |
| Credits Earned |
21 PDU credits 3 ITIL credits |
This three-day hands-on program leads to a Certificate in ITIL Service Lifecycle Management - Continual Service Improvement. This program is for IT professionals working within, or about to enter, an IT environment requiring a detailed understanding of the processes, functions and activities associated with the Continual Service Improvement domain of the ITIL® Service Lifecycle.
Driving the cultural change needed to make CSI a fundamental part of your organization is critical to your success! In this program you will learn practical skills in driving the systemic change that is needed to make CSI really “continual” and to drive improving process and service maturity across your organization.
Driving the cultural change needed to make CSI a fundamental part of your organization is critical to your success! In this program you will learn practical skills in driving the systemic change that is needed to make CSI really “continual” and to drive improving process and service maturity across your organization.
What You Will Accomplish
Upon successful completion of the education and examination, students can expect to gain competencies in the following IT Continual Service Improvement areas:
- Introduction to Continual Service Improvement
- Continual Service Improvement Principles
- Continual Service Improvement Process
- Continual Service Improvement Methods and Techniques
- Continual Service Improvement technology related activities
- Organization and technology for Continual Service Improvement
- Understanding Implementation approaches, Challenges, Critical success factors and Risks
Who Should Attend
The Service Lifecycle series will be of interest to candidates wishing to obtain knowledge of practices within the Service Lifecycle context. Prime focus is the Lifecycle itself, the use of process and practice elements used within it and the management capabilities needed to deliver quality Service Management practices in an organization.
Job Roles include:
- Service Manager
- Quality Assurance Manager
- Six Sigma, LEAN, or other Quality Program Managers
- IT Directors and other Service and Process Owners
Course Outline
- CSI Model
- Improvement Drivers
- Organizational Change to a CSI View
- Benchmarking
- Service Level Management
- SWOT Analysis
- Ownership
- Service Measurement
- Knowledge Management – DIKW
- Governance
- Integration with other Frameworks, Models, and Quality Systems
- 7-Step Improvement Process
- Defining Data Requirements
- Defining Data Capability
- Gathering Data
- Processing Data
- Analyzing Data
- Processing and Using Data
- Implementing Process/Service Improvements
- Service Manager
- Service Owner
- Process Owners
- CSI Manager
Prerequisites
ITIL Foundation Certificate in IT Service Management along with IT or ITSM operational experience.Exam
An optional eight-question, ninety-minute, closed book, multiple choice, multi-part, scenario based examination is administered by an independent proctor at the end of the course. Certification is through Peoplecert. Candidates must have attended an accredited training course (instructor led or online) to sit for the exam. Each student will be awarded three credits towards ITIL Expert® certification upon successful completion of the exam.Reference Material
Each student will receive a workbook. Other ITSM-related study material and books are available for purchase prior to, or during, the class.
Please contact Deep Creek Center for information.
It is only a solution if it produces the desired results
It is only a solution if it produces the desired results