ITIL® Intermediate Lifecycle -Continual Service Improvement
9:00am to 5.00pm
80 Jurong East Street 21 #04-04
Devan Nair Institute
S$2,950 (excl of G.S.T)
|2020 Course Dates
20 – 23 Jan 2020
2 – 5 Mar 2020
|None of the published dates will work for you? Speak to our training consultants for a private tuition arrangement or a closed door training.|
This course is a four-day classroom training relevant for professionals who play a role in developing, implementing, managing and improving IT service quality in order to deliver business value. This course is a free-standing qualification and 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 purpose of this training module and the associated exam and certificate is, respectively, to impart, test and validate the knowledge on industry practices in service management as documented in the official ITIL® Continual Service Improvement publication. Practical examples and real life case studies are used to guide and assist with the understanding of key concepts throughout the course. At the end of the fourday classroom training, the certification exam may be taken.
The ITIL® Continual Service Improvement certificate is awarded to candidates passing the examination. Participants will also earn 28 Project Management Institute (PMI) Professional Development Units upon course completion.
This course and qualification presents a complete overview of CSI including all its related activities: to continually align and realign IT services to changing business needs by identifying and implementing improvements to IT services that support business processes. This qualification reviews improvement activities as they support the lifecycle approach through service strategy, service design, service transition and service operation. Candidates can expect to gain key competencies related to this certification.
• Introduction to CSI
• CSI principles
• CSI process
• CSI methods and techniques
• Organizing for CSI
• Technology considerations
• Implementing CSI
• Challenges, critical success factors and risks
Module 1: Introduction to CSI
Module 2: CSI principles
Module 3: CSI process
Module 4: CSI methods and techniques
Module 5: Organizing for CSI
Module 6: Technology considerations
Module 7: Implementing CSI
Module 8: Challenges, critical success factors and risks
Click Here for full course Outline
ITIL is a widely accepted approach to IT Service Management (ITSM), which has been adopted by individuals and organizations across the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally.
Because ITSM is driven both by technology and the huge range of organizational environments in which it operates, it is constantly evolving.
ITIL advocates that IT services are aligned to the needs of the business and support its core processes. It provides guidance to organizations and individuals on how to use IT as a tool to facilitate business change, transformation and growth.
The ITIL best practices are currently detailed within five core publications:
- ITIL Service Strategy
- ITIL Service Design
- ITIL Service Transition
- ITIL Service Operation
- ITIL Continual Service Improvement.
These five volumes map the entire ITIL Service Lifecycle, beginning with the identification of customer needs and drivers of IT requirements, through to the design and implementation of the service and finally, the monitoring and improvement phase of the service.
ITIL is also supported by services from a wide range of providers including examination institutes, accredited training providers and consultancies, software and tool vendors and well known service providers such as IBM, Telefonica, HP and British Telecom (BT).
ITIL best practices underpin the foundations of ISO/IEC 20000 (previously BS15000), the international Service Management standard. This standard was initially developed to align with the service management best practice specifically defined by ITIL, but can support other IT Service Management frameworks.