ITIL V3 Continual Service Improvement (Inklusive Examen)

Seminarziel

This 3 day course offers training towards a free-standing Continual Service Improvement qualification, but is also one of the Lifecycle modules leading to the ITIL Expert qualification. The course covers all aspects of Continual Service Improvement and is based upon the ITIL v3 core book of the same name.
Following the completion of this course, the candidate will know:
o The importance of Service Management as a Practice concept and Continual Service Improvement Principals, Purpose and Objective
o How all processes in ITIL Continual Service Improvement interact with other Service Lifecycle Processes

Zielgruppe

The main target group for the ITIL Intermediate Qualification: Continual Service Improvement includes, but is not restricted to, CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers. o Individuals who require a detailed understanding of the ITIL Continual Service Improvement phase of the core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization.

The course covers the management and control of the activities and techniques within the Continual Service Improvement stage, but not the detail of each of the supporting processes. o 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.
o Individuals seeking the ITIL Expert in IT Service Management for which this qualification is one of the prerequisite modules

This course may also be of interest to: o Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite.

Seminarinhalte

o Introduction to Continual Service Improvement o Continual Service Improvement Processes o Organization for Continual Service Improvement o Implementing Continual Service Improvement o Revision and Mock Examination This is a closed book complex graded multiple-choice examination with 8 questions to answer in 90 minutes. Students must get 70% correct in order to pass
o Continual Service Improvement Principles o Methods and Techniques used in Continual Service Improvement o Continual Service Improvement Technology o Critical success factors and risks associated with Continual Service Improvement o Formal Examination
Voraussetzungen

o "ITIL® V3 Foundation Certificate in IT Service Management"Demonstrate between 2 and 4 years of professional experience in the ITSM market place. Hold one or more of the following certificates:
o "ITIL® V2 - V3 Foundation Bridge Certificate"

It is assumed that participants will have read the following ITIL Service Management Practices core lifecycle publications:
o Service Strategy
o Service Design
o Service Transition
o Service Operations
o Continual Service Improvement

Hinweis

Other modular courses form the Lifecycle or Capability streams leading to the ITIL Expert qualification.
o Sobald Sie 18 Credits gesammelt haben können Sie den "ITIL®V3 Managing Across the Lifecycle" belegen.