ITIL V3 Intermediate In Continual Service Improvement
Course Objective
This qualification presents a complete overview of Continual Service Improvement including all its
related activities: Continually align and realign IT services to changing business needs by identifying
and implementing improvements to IT services that support business processes. This qualification
reviews improvement activities as they support the lifecycle approach through Service Strategy, Service
Design, Service Transition and Service Operation.
Candidates can expect to gain competencies in the following upon successful completion of the
education and examination components related to this certification:
Introduction to Continual Service Improvement
Continual Service Improvement Principles
Continual Service Improvement Process
Continual Service Improvement Methods and Techniques
Organization for Continual Service Improvement
Technology for Continual Service Improvement
Implementation Considerations
Critical success factors and risks
In addition, the training for this certification should include examination preparation, including a mock examination opportunity
Pre-requisites
Delegates must already hold the ITIL® V3 Foundation or V2 Foundation plus the Foundation Bridge
Certificate.
It is expected that individuals demonstrate familiarity with IT terminology and understand the context
of Operational Support and Analysis management of their own business environment.
Who Should Take this course
The course covers the management-level concepts
of Continual Service Improvement and core
information of the supporting activities within
Continual Service Improvement, but not the detail
of each of the supporting processes.
The main target candidate for the ITIL Intermediate
Qualification: Continual Service Improvement
Certificate includes, but is not restricted to:
Chief Information Officers (CIOs)
Chief Technology Officers (CTOs)
Managers
Supervisory staff
Team leaders
Service designers
IT architects
IT planners
IT consultants
IT audit managers
IT security managers
Training Duration:
Full-Time : 4 days (Time : 9.30am-5.30pm)
Training Methodology & Materials:
This is an intensive four-day course which includes the ITIL® V3 Service Operation examination
which takes place on the final day.
Course Outline:
Upon successful completion of this course delegates will be able to demonstrate competencies
in the following:
Learning Unit CSI01: Introduction to Continual Service Improvement
Bloom’s Level 2 Objectives – Full understanding of Continual Service Improvement terms and core
concepts
The Service Gap Model, how Service Level Management contributes to the management of gaps
and how a Service Improvement Programme can be utilized
The 7-Step Improvement process used in the Continual Service Improvement
The processes and service lifecycle stages that Continual Service Improvement interfaces with
The fundamental aspects of Continual Service Improvement and be able to define them
Learning Unit CSI02: Continual Service Improvement Principles
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
How Service Level Management supports Continual Improvement, providing details and examples
related to use of Service Level Agreements, Operational Level Agreements and Underpinning
Contracts
How the complete Deming Cycle works and how it can be applied to a real world example
What role benchmarking plays in Continual Service Improvement and the interaction it has with
governance
What situations require the use of frameworks and models and examples how each type can be
used to achieve improvement
Learning Unit CSI03: Continual Service Improvement Process
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
What the 7-Step Improvement process is, how each step can be applied and the benefits it
produces
The use and interaction of all other lifecycle stages and activities that contribute to Continual
Service Improvement
The benefits and differences between the types of metrics (i.e. Technology, Process and Service)
and how each is used to support Continual Service Improvement
The differences between the Technology Domain and the Service Management Domain, and how
each is viewed by Continual Service Improvement
Learning Unit CSI04: Continual Service Improvement Methods and Techniques
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
How Availability Management techniques such as Component Failure Impact Analysis, Fault Tree
Analysis are used to support Continual Service Improvement
How Capacity, Problem, Risk and IT Service Continuity Management can all be used holistically to
support Continual Service Improvement
When and where to use benchmarking, Balanced Scorecards and SWOT (Strength, Weakness
Opportunity Threat) analysis
Learning Unit CSI05: Organization for Continual Service Improvement
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
How to design, implement and populate a RACI (Responsible, Accountable, Consulted, Informed)
diagram as well as how to use it to support Continual Service Improvement
The Continual Service Improvement related roles and responsibilities such as Service Manager,
Continual Service Improvement Manager and Service owner and provide examples of how they
can be positioned within an organization
Learning Unit CSI06: Technology for Continual Service Improvement
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
The technology and tools required, as well as, how these would be implemented and managed, to
support Continual Service Improvement activities such as Performance, Project and Portfolio
Management as well as Service Measurement and Business Intelligence reporting
Learning Unit CSI07: Implementing Continual Service Improvement
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
Continual Service Improvement implementation: Strategy, planning, governance, communication,
project management, operation as well as how to deal with cultural and organizational change
The day-to-day concerns, support and operations of a large corporate Continual Service
Improvement group
Learning Unit CSI08: Critical Success Factors and Risks
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
The challenges and risks such as staffing, funding, management, etc., which can be related to
Continual Service Improvement and the details behind how each challenge can be addressed
The Critical Success Factors related to Continual Service Improvement as well as how to measure
and monitor them
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