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| Name |
glenfisAcademy ITIL® V3 CSI Intermediate (e) |
| Course Description |
P-V3CSI3-E
ITIL® V3 Continual Service Improvement Manager with Intermediate Continual Service Improvement Certificate |
| Pictogramm [?] |
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| Intro |
Training as ITIL® V3 Continual Service Improvement Manager
This three-day intermediate course imparts an in-depth view on the ITIL® V3 phase to the participants. Sound knowlegde of the entire concept, the processes, policies and methods of the Continual Service Improvement phase are developped.
The main focus is on the objectives and benefits Continual Service Improvement , the policies, processes, activities, functions, supporting technologies as well as implementation aspects.
Throughout this course we will work with our own case study "Colibri" that will help to prepare the participants in a practical way. |
| Course Specialities |
- Course with certificate
- For all public courses: eLearning module glenfisAcademy ITIL® V3 Transition WBT included (available as an option for inhouse courses)
|
| Learning Goals |
Intruduction to Continual Service Improvement
- Concept and conherence with the Service Lifecycle concept
- Benefit and Objective of Service Design phase
- Added value for the business
- scope of Continual Service Improvement
- Mehrwert für das Business und Kostenbetrachtung
- Integration in Service Lifecycle Phasen
Continual Service Improvement process
- 7-Step Improvement Process
- Service Reporting
- Service Measureability
- Conzept of Return on Investment
- Relationship between CSI and Service Level Management
Continual Service Improvement methods and techniques
- Assessment
- Benchmarking
- Measrurement and Reporting-Frameworks
- Deming Cycle
- Relation between CSI and the other Service Management processes
Organisation of Continual Service Improvement
Technology00 für Continual Service Improvement
Implementation of the Continual Service Improvement
Challenges, critical success factors and risks |
| Target Audience |
This Service Strategy course addresses participants who
- Have a ITIL® V3 Foundation or Foundation Bridge certificate and want to engross the service management good practice approach
- Participants who aim at the ITIL® Expert or ITIL® Master certificate
- Participants who would like to achieve a deeper understanding of Service Design
- Typical roles: CIO, senior IT manager, IT manager and IT change management teamleader, IT staff member (development, deployment, operation) |
| Requirements |
The participants must show proof of their ITIL® V3 Foundation or Foundation Bridge certificate and ideally (not mandatory) have 2 years of experience in IT design or development |
| Certificate |
ITIL® Continual Service Improvement Certificate
The Exam consists of scenario based multiple choice questions. The questions are complex and multipart. The appraisal is descending:
- one option is correct and gains most points
- one option is partially correct and gains slightly less points
- one option is rather imprecise but still gains minimal points
- one option is wrong and gains zero points.
The exam lasts 90 minutes and is in English. Non native English speakers are allowed 105 minutes and the use of a dictionary.
The result of the exam will be evaluated and presented directly after the exam session.
The certificate represent a value of 3 credit points, where 22 points are needed to become ITIL V3 Expert. |
| Course Manuals |
- glenfis Academy workbook with A3 poster of integrated workflow and CMDB, Pocketguide
- For all public courses: eLearning module glenfisAcademy ITIL® V3 Foundation WBT included (available as an option for inhouse courses)
|
| Further Details |
ITIL-CSI Syllabus
|
| Continuative Education |
All other ITIL® V3 Service Lifecycle Intermediate seminars |
| Duration |
3 days |
| Company Course |
Request an inhouse offer:
academy@glenfis.ch |
| Training Language |
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