Szkolenia ITIL®

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ITIL® is comprised of five core publications: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operations (SO) and Continual Service Improvement (CSI). It promotes alignment with the business as well as improvement in operational efficiency. The official ITIL® qualification scheme, owned by AXELOS, describes two streams, the Service Lifecycle Stream and the Service Capability stream:

  • The Service Lifecycle stream focuses on ITIL® practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the processes and practice elements used within it.
  • The Service Capability stream is for those who wish to obtain an in depth understanding of specific ITIL® processes and roles. The primary focus is on process activities, process execution and use throughout the IT Service Lifecycle.

The ITIL® Intermediate Qualification Continual Service Improvement (CSI) 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 Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in IT Service Management as documented in the ITIL® Continual Service Improvement publication.

This qualification presents a complete overview of CSI including all its related activities: to 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:

  • Introduction to CSI
  • CSI principles
  • CSI process
  • CSI methods and techniques
  • Organizing for CSI
  • Technology considerations
  • Implementing CSI
  • Challenges, critical success factors and risks

In addition, the training for this certification should include examination preparation, and a mock examination opportunity.

This lifecycle stage focuses on organizing and maintaining Continual Service Improvement. Participants will learn the principles and core elements along with the activities and technology & implementation considerations within this stage of the Service Lifecycle. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL® Continual Service Improvement certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. The 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.

Plan szkolenia Rozwiń listę

  1. COURSE INTRODUCTION
    • Purpose, objectives and measurements of CSI
    • The scope of CSI
    • Activities that support CSI
    • The value to business
    • Continual Service Improvement Approach
    • The business questions to CSI
    • The context of CSI in the ITIL® Service Lifecycle
    • The ITIL® Certification Scheme
  2. CSI PRINCIPLES
    • CSI and organizational change
    • Ownership of CSI
    • The CSI register
    • CSI and Service Level Management
    • CSI and Knowledge Management
    • The Deming Cycle
    • Service Measurement
    • The seven step Improvement Process
    • Governance
    • Frameworks, models, standards and quality systems
  3. PROCESSES
    • The seven step Improvement Process
    • Value to the Business,
    • Principles and basic concepts
    • Interfaces with other processes and roles
    • CSF's and KPI's
    • Challenges
  4. METHODS AND TECHNIQUES
    • The Goal of CSI
    • The PDCA Cycle
    • Assessments
    • Process maturity
    • Benchmarking and CSI
    • Service measurements
    • Metrics (Balanced Scorecard)
    • SWOT analysis
  5. ORGANIZING CSI
    • Roles in ITIL®
    • Activities and skill levels
    • Role comparison matrices
    • RACI
  6. TECHNOLOGY CONSIDERATIONS
    • Tools that enable and support CSI Activities
    • IT Service Management Suites
    • System and Network Management
    • Event Management
    • Automated Incident/Problem Resolution
    • Performance Management
    • Statistical Tool Analysis
    • Project and Portfolio Management
    • Financial Management
    • Business Intelligence Reporting
  7. IMPLEMENTING CSI
    • Where to start
    • Role of Governance in CSI
    • Organizational Change and CSI (Kotter)
    • Communications Strategy and Plan
  8. CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS
    • CSI Challenges
    • Critical Success Factors
    • Risks
    • Value
    • Benefits
    • Costs
  9. APPENDICES
    • Business Case study and exercises
    • Mock exams and guidance
    • Glossary
    • Evaluation forms
    • Return on Investment
    • Service reporting
    • CSI and other SM Processes
Pobierz konspekt szkolenia w formacie PDF

Dodatkowe informacje

Wymagania wstępne

An ITIL® Foundation certificate and preferably two years work experience in an IT Service Management environment.

Poziom trudności
Czas trwania 3 dni
Certyfikat

About the Exam: 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.

Prowadzący

Authorized PEOPLECERT Trainer.

Informacje dodatkowe

ITIL® jest zarejestrowanym znakiem handlowym należącym do firmy AXELOS Limited i używanym za jej zgodą. Wszelkie prawa zastrzeżone.

The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Pozostałe szkolenia ITIL® | Intermediate

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