ITIL® Version 3 – Continued Service Improvement

To download course outline click here.

Program Overview ITIL® is a set of best practices guidance
that has become a worldwide-adopted framework for Information Technology Services
Management (ITSM) by many Public & Private Organizations. Since early 1990,
ITIL® has been evolving from focusing on Functions and Processes under versions
1 and 2 to focusing on the Full Service Lifecycle Management under version 3.

In addition to the existing benefits of aligning IT goals and objectives with the
business, improving quality and reducing cost of operation; ITSM and ITIL® V3
now emphasizes the following areas:

• Assist in transforming IT Service Management onto a strategic business asset
• Assist in defining and managing the complete lifecycle of IT Service Management
  Process
• Provide guidance on the development of Services Strategy, the development of Service
  Design, the Transition of Services from current to desired state, the Implementation
  and the Continuous improvement of the those Services

This exam-preparatory course provides comprehensive coverage of CSI concepts within
the IT Infrastructure Library (ITIL) V3. Through lectures and practice exam questions
participants explore the concepts of good practice in IT Service Management based
on the ITIL® V3 Framework.

The ITIL® Intermediate Qualification: Continual Service Improvement Certificate
is a free-standing qualification, but is also part of the ITIL® Intermediate
Lifecycle stream, and one of the modules that leads to the ITIL® Expert 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 and design as documented in the ITIL®
Continual Service Improvement publication.

Duration This program is offered over a 3-day period where it combines
theoretical and hands-on knowledge transfer, including individual and group practical
exercises. The Minimum number of students per session is 6 where the maximum is
16.

• This three (3) days classroom training course with examination held on the afternoon
  of the 3rd day is accredited by both LCS and EXIN examinations institutes
• The course includes approximately 21 hours of student-instructor interaction, a
  sample and a formal examination
• The format of the examination consists of a closed book paper of 8 multiple choice
  complex questions, to be answered within 90 minutes. (Candidates sitting the examination
  in English and who do not have English as their first language will be allowed additional
  30 minutes to allow use of a dictionary). The pass mark will be 70% or more – 28
  or more correct answers

Content & Objectives Through a series of lectures designed
at achieving a clear understanding of the ITIL® Best Practice lifecycle approach
and through various exercises, assignments and discussions, participants can expect
to gain competencies in the following upon successful completion of the education
and examination components related to this certification:

• Introduction to Continual Service Improvement
• Continual Service Improvement Principles
• Continual Service Improvement Process
• Continual Service Improvement Methods and Techniques
• Organization for Continual Service Improvement
• Technology for Continual Service Improvement
• Implementation Considerations
• Critical success factors and risks

Following the completion of this program, program participants will know:

• The importance of Service Management as a Practice
• Concept and Continual Service Improvement Principals, Purpose and Objective
• How all processes in ITIL® Continual Service Improvement interact with other
  Service Lifecycle Processes
• The sub-processes, activities, methods and functions used in each of the ITIL®
  Continual Service Improvement processes
• The roles and responsibilities within ITIL® Continual Service Improvement and
  the activities and functions to achieve Service Improvement excellence
• Technology and implementation considerations surrounding ITIL® Continual Service
  Improvement
• Challenges, Critical Success Factors and Risks associated to ITIL® Continual
  Service Improvement

Program Material This training program includes the following as
reference documentation:

• Program slide presentation
• Syllabus document
• ITIL® V3 acronyms and glossary
• Sample examination questions and answers

Simulation & Practical Material We provide the students with
real life experiences; we use the client organization as “Case study” example for
the purpose of discussion to show the value of using best practice. We integrate
group exercises and sample exam questions to simulate and practice the subject matter
and preparation.

Audience

• The audience for the ITIL® Intermediate Qualification: Continual Service Improvement
  Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory
  staff, team leaders, designers, architects, planners, IT consultants, IT audit managers,
  IT security managers and ITSM trainers involved in the ongoing management, coordination
  and integration of Continual Service Improvement activities within the Service Lifecycle
• The course covers the management and control of the activities and techniques within
  the Continual Service Improvement stage, but not the detail of each of the supporting
  processes. This course may also be of interest to:
• 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 organization
• 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 for which this
  qualification is one of the prerequisite modules
• Individuals seeking progress towards the ITIL® Master in IT Service Management
  for which the ITIL® Expert is a prerequisite

Note:
The success in achieving this certification is highly dependent upon participants’
effort in doing their homework, and self-study before and during the program. Therefore,
it is highly recommended that course participants purchase the appropriate ITIL®
V3 OGC publication to enable them proper review, study and preparation.

Prerequisites Course candidates must already hold the ITIL®
Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation
plus Bridge Certificate) which shall be presented as documentary evidence to gain
admission. Additionally, to be eligible for the ITIL® Intermediate: Continual
Service Improvement Qualification, candidates shall fulfill the following requirements:

• At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited
  Training Organization (ATO) or an accredited e-learning solution) for this syllabus,
  as part of a formal, approved training course/scheme
• There is no minimum requirement but a basic IT literacy and around 2 years IT experience
  are highly desirable
• It is recommended that students should complete at least 21 hours of personal study
  by reviewing the syllabus and the appropriate publication in preparation for the
  examination

“ITIL® is a registered trade mark of the Cabinet Office”

“IT Infrastructure Library® is a registered trade mark of the Cabinet Office”

“The Swirl logo™ is a registered trade mark of the Cabinet Office”

To download course outline click here.