ITIL v3 Continual Service Improvement

撰写人:环球培训教务部 发表日期:八月 14th, 2011

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 ITIL® 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 ITIL® v3 (version 3) CSI (Continual Service Improvement) course is part of the ITIL®v3 Intermediate Lifecycle certification stream.  The course prepares candidates to take the ITIL® 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.

Course Student Material:
Students will receive an ITIL V3 Continual Service Improvement classroom workbook containing all of the presentation materials, course notes, case study and sample exams.

Certificate: 
ITIL® v3 Continual Service Improvement

Duration: 
4 days

Course Delivery: 
Classroom or Virtual Classroom

Reference Materials:
Core set of 5 ITIL books.

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 ITIL® 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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