ITIL® Intermediate - Continual Service Improvement (CSI)

Description

The 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 in IT Service Management.

The purpose of this training module and the associated exam / certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL® publication.

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.

Public cible

The audience for the ITIL® Intermediate Qualification: Continual Service Improvement Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of Continual Service Improvement activities within the Service Lifecycle.

Préalable : Course candidates must already hold the ITIL® Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.

Objectifs d’apprentissage

1. The importance of Service Management as a Practice.

2. Concept and Continual Service Improvement Principals, Purpose and Objective.

3. How all processes in ITIL® Continual Service Improvement interact with other Service Lifecycle Processes.

4. The sub-processes, activities, methods and functions used in each of the ITIL® Continual Service Improvement processes.

Durée : 5 jours

Contenu

1. Introduction

2. Continual Service Improvement Principles

3. Continual Service Improvement Process

4. Continual Service Improvement Methods and Techniques

5. Organization for Continual Service Improvement

6. Technology for Continual Service Improvement

7. Implementing Continual Service Improvement

8. Critical success factors and risks

Note : ITIL® est une marque déposée du Office of Government Commerce (OGC) au Royaume-Uni et autres pays. IT Infrastructure Library® est une marque déposée du Office of Government Commerce (OGC) au Royaume-Uni et autres pays.

Le matériel de formation est offert uniquement en anglais. Le formateur pourra donner la formation en français ou en anglais.

Ce cours est offert parAhead Technology, Accredited Training Organisations (ATOs) par l’Office of Government Commerce (OGC) au Royaume-Uni et autres pays.

La réussite de l'examen est fortement liée aux efforts personnels des participants : devoirs de soirée et auto-apprentissage avant et durant la formation.

Cette formation inclus environ 35 heures d'interaction apprenants-formateur et un examen officiel de certification de 90 minutes dans l'après-midi de la cinquième journée ou la semaine suivante.

Ce syllabus est une version abrégée, une version complète (an anglais) est disponible sur le site de Ahead Technology.

Cette formation est offerte uniquement en anglais. Le matériel est basé sur la version ITIL 2011.