Duration: 3 day

Course Overview

The course covers the management and control of the process activities and techniques within the Continual Service Improvement stage. It suits for individuals who require detailed understanding of the ITIL Continual Service Improvement phase and how it may be implemented to enhance the quality of IT service provision within an organisation. 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 Certificate. A three day intense course, our program will prepare you for the ITIL Intermediate Qualification Exam in Continual Service Improvement.

Key Learning Outcomes

Our course will give the candidate competencies in the following areas, upon successful completion of the education and certification examination:

• Understanding the purpose, objectives and scope of Continual Service Improvement

• Knowledge of Continual Service Improvement principles

• Understanding the Continual Service Improvement process

• Knowing and being able to apply Continual Service Improvement Models, Methods and Techniques 

• Continual Service Improvement Model

• Deming Cycle

• Measurements and Metrics

• Knowledge of technology and tools that can be applied to improve and control Continual Service Improvement

• Analysis, justification and selection of the implementation approaches, challenges, critical success factors and risks

Who Should Attend

ITILv3 Foundation Certification Holders, Quality Managers, ITSM Process Owners, Auditor Managers, ITSM Consultants and those looking to advance their ITSM career.