Course details
ITIL® V3 Service Lifecycle - Continual Service Improvement (CSI)
£995.00
3.5 days
Objectives
- 1. To obtain knowledge on ITIL concepts and terminology and enable delegates to understand the processes, functions and activities involved in CSI.
- 2. To give a detailed management/business level understanding of the ITIL® CSI phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation.
- 3. To explain the roles and justify the need of CSI in the Service Lifecycle.
- 4. To prepare delegates for the ITIL® Lifecycle examination in Continual Service Improvement (which takes place as part of the course).
Who should attend?
The course is suitable for individuals who require a deeper understanding of the CSI stage of the Service Lifecycle. It offers a career development path for practitioner staff who already hold the ITIL® V3 Foundation Certificate.
Delegates will find it helpful if they have at least two years experience in IT service management before taking the course.
It is a prerequisite that delegates hold the ITIL® V3 Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent.
Professional Qualifications
The course forms part of the ITIL® Intermediate qualification programme. Successful candidates will be awarded 3 credits towards the ITIL® Expert qualification.
The examination will consist of a complex multiple choice, closed book paper, to be completed within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark is 65% or higher.
Topics covered :
- The main principles and objectives of CSI
- Challenges, Critical Success Factors and Risks
- The overall process of CSI itself
- The methods and techniques of CSI such as Benchmarking, Assessments, Balanced Scorecard and the Deming Cycle
- Organizational issues concerned with CSI
- Technology considerations related to CSI
- The activities commonly performed in the CSI arena
- Assessing Critical Success Factors and Managing Risk in CSI
Forthcoming dates for this course
We are running the ITIL® V3 Service Lifecycle - Continual Service Improvement (CSI) on the following dates. You can book your place online in just a few clicks. Or, if you would like The Grey Matters to conduct a private course within your organisation, please contact us for more details.
| Dates | Venue | Price | ||
|---|---|---|---|---|
| 29 Mar – 1 Apr 2010 | Heywood, Manchester | £995.00 | Book now | |
| 27 – 30 Apr 2010 | London EC2A | £995.00 | Book now | |
| 1 – 4 Jun 2010 | Heywood, Manchester | £995.00 | Book now | |
| 1 – 4 Jun 2010 | London EC2A | £995.00 | Book now | |
| 2 – 5 Aug 2010 | Heywood, Manchester | £995.00 | Book now | |
| 3 – 6 Aug 2010 | London EC2A | £995.00 | Book now | |
| 4 – 7 Oct 2010 | Heywood, Manchester | £995.00 | Book now | |
| 19 – 22 Oct 2010 | London EC2A | £995.00 | Book now | |
| 6 – 8 Dec 2010 | Heywood, Manchester | £995.00 | Book now | |
| 7 – 10 Dec 2010 | London EC2A | £995.00 | Book now | |
