ITIL v3
Continual Service Improvement
Course Length: Three Days
Course Description:
ITIL Version 3 is comprised of five core publications: Service
Strategy, Service Design, Service Transition, Service Operations
and Continual Service Improvement, promoting alignment with the
business as well as improving operational efficiency. The
official ITILŪ v3 qualification scheme describes two streams,
the Service Lifecycle Stream and the Service Capability stream.
The Service Lifecycle stream focuses on ITIL V3 practices within
the Service Lifecycle context. The prime focus is the Lifecycle
itself as well as the use of process and practice elements used
within it.
The Service Capability stream is for those who wish to obtain an
in depth understanding of ITIL V3 processes and roles. Attention
to the Service Lifecycle is illustrated as part of the
curriculum but the primary focus is the on the process
activities, execution and use throughout the Service Lifecycle.
The ITILŪ v3 (version 3) CSI (Continual Service Improvement)
course is part of the ITILŪ v3 Intermediate Lifecycle
certification stream. The course prepares candidates to take the
ITILŪ v3 Continual Service Improvement Intermediate exam as well
as proving valuable knowledge that can be implemented in the
workplace.
Course and Learning Objectives:
At the end of this course, you will learn:
• The purpose and objectives of Continual Service Improvement
• How Continual Service Improvement integrates with the stages
in the Lifecycle
• How Continual Service Improvement depends upon an
understanding of change within an organization
• The nature of the activities and the skills required for the 7
step improvement process
• How tools can assist some or all of the activities in the
Continual Service Improvement process
• The effects on an organization of the challenges facing
Continual Service Improvement
Course Approach:
Participants will learn the principles and core elements along
with the activities and technology & implementation
considerations within the Continual Service Improvement stage of
the Service Lifecycle. An interactive approach is used combining
lecture, discussion and case study experience to prepare
participants for the ITIL v3 Intermediate Continual Service
Improvement certification exam as well as providing valuable
practical knowledge that can be rapidly applied in the
workplace. Quint Wellington Redwood’s integrated case study
deepens the participant’s appreciation of how ITIL best
practices can be applied in order to improve IT performance.
Practical assignments are used throughout the course to enhance
the learning experience.
About the Examination:
Exam Format:
Multiple choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%
Exam Delivery: Online or paper based
Exam Duration: 90 minutes
Open/Closed Book: Closed Book
Prerequisites:
An ITIL v3 Foundation certificate and preferably two years work
experience in an IT Service Management environment.
Credits:
Upon successfully achieving the ITIL v3 Continual Service
Improvement certificate, students earn 3 credits in the ITILŪ v3
qualification scheme.
Project Management Institute –Professional Development Units (PDUs)
= 28
Target Audience:
CIOs, CTOs, managers, supervisory staff, team leaders,
designers, architects, planners, IT consultants, IT audit
managers and IT security managers who require a detailed
understanding of the ITIL Continual Service Improvement phase of
the ITIL Lifecycle as well as the processes, functions and
activities required to apply them.
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