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ITIL® Service Lifecycle Stream - Continual Service Improvement


The Service Lifecycle series is focused on 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.

The current module covers the Continual Service Improvement phase of the lifecycle.

OBJECTIVES

 To provide sound understanding of ITIL® Continual Service Improvement concepts and practices.
 To provide insight in the main ITIL® Continual Service Improvement roles, responsibilities and organization.
 To highlight the main ITIL® Continual Service Improvement implementation issues.
 To prepare for the ITIL® Continual Service Improvement Certificate.

CONTENT

1. Introduction to Continual Service Improvement
2. Continual Service Improvement principles
3. Continual Service Improvement process
a. 7-Step Improvement Process
4. Continual Service Improvement methods and techniques
5. Organizing for Continual Service Improvement
6. Technology Considerations
7. Implementation and Improvement

TARGET AUDIENCE

• Individuals who require a deeper understanding of the ITIL® Continual Service Improvement phase and how it may be implemented to enhance the quality of IT service management 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 who wish to specialize in Continual Service Improvement Capability Area.
• Individuals seeking progress towards the ITIL® Advanced Expert in IT Service Management.

PREREQUISITES

• ITIL Foundation Certificate in IT Service Management.

PEDAGOGICAL METHOD

 Theory and concepts illustrated by a trainer with sound expertise and experience in Continual Service Improvement.
 Group discussions with the purpose to match the relevant Continual Service Improvement issues to real life experience.

STUDENT PACK

 Accredited training course material.
 Attendance Certificate.

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