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ITIL® Intermediate Lifecycle: Continual Service Improvement (2011 Edition)

Course Overview

ITIL is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency. The official ITIL® qualification scheme describes two streams, the Service Lifecycle Stream and the Service Capability stream. The Service Lifecycle stream focuses on ITIL practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the process and practice elements used within it. The ITIL® CSI (Continual Service Improvement) course is part of the ITIL® Intermediate Lifecycle certification stream. The course prepares candidates to take the ITIL® Continual Service Improvement intermediate exam as well as providing valuable knowledge that can be implemented in the workplace. NOTE: This course will earn you 21 PDUs.

Who Should Attend

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers who require a detailed understanding of the ITIL Continual Service Improvement phase of the ITIL Lifecycle as well as the processes, functions and activities required to apply them.

Suggested Prerequisites

Course Outline

1 - Course Introduction

2 - CSI Introduction

3 - CSI Principles

4 - CSI Process (Seven-step Improvement Process)

5 - CSI Methods and Techniques

  • Gap Analysis
  • Benchmarking
  • Service Measurement
  • Metrics
  • Balanced Scorecard
  • SWOT Analysis
  • ROI for CSI
  • Service Reporting
  • Methods and Techniques from other Service management Processes

6 - Technology for CSI

7 - Implementing CSI

8 - CSI Challenges, Critical Success Factors and Risks

9 - Additional Sources of Information

10 - Sample Documents and Templates

11 - Living the Lifecycle Assignments

12 - Study and Exam Taking Tips

13 - Course Syllabus

14 - Key Concepts Review

15 - Study Aids

16 - Study Aids Answer Key

Enroll Today

This is a 4-day class

Price: $2,595.00
Payment Options

ILT Instructor‑Led Training


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Class times are listed Eastern time. This class is available for Private Group Training

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Cart When Time   Where How
04/23/2018 9:00AM - 5:00PM GTR Online LIVE OLL

Class times are listed Eastern time
This class is available for Private Group Training