Certifications:

ITIL® Intermediate Lifecycle: Continual Service Improvement

Duration (days):

2 days classroom + 10 hours of self-paced e-learning

Delivery Method:

Classroom, E-learning

Credits:

3 Credits to ITIL Expert

Course Description:

This course immerses learners in the overall concepts, processes, policies and methods associated with the Continual Service Improvement (CSI) phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the CSI stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.

Target Audience:

The CSI Lifecycle course will be of interest to:
• Individuals who have their ITIL® v3 Foundation Certificate (or the ITIL® v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications.
• Individuals who require a deeper understanding of the CSI stage of the Service Lifecycle and how activities in this Lifecycle stage may be implemented to enhance the quality of IT service management within an organization.
• IT professionals working in or new to a CSI environment who require and understanding of the concepts, processes, functions and activities involved.
• Individuals seeking the ITIL Expert certification 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.
• A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects

Learning Objectives:

Upon completion of this course and examination, the learner will gain competencies in:
• Understanding Service Management as a Practice and CSI principles, purpose and objective
• Understanding how all CSI processes interact with other Service Lifecycle processes
• The sub-processes, activities, methods and functions used in each of the CSI processes
• The roles and responsibilities within CSI and the activities and functions to achieve operational excellence
• How to measure CSI performance
• Understanding technology and implementation requirements in support of CSI
• The challenges, critical success factors and risks related with CSI

Pre-requisites:

Candidates for this course must:
• Hold an ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate
• There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable

Examination:

Time allotted for examination: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary).
Examination type: Multiple Choice questions.
Number of Questions: 8
Pass Score: 28/40 or 70%.
Delivery: Online or Paper Based Examination through an Accredited Training Organisation.
Open/Closed Book: Closed Book
Qualification Level: Intermediate

Agenda: