Course Description
This course prepares you for the exam leading to the ITIL Intermediate Certificate: Continual Service Improvement. In addition, this certification contributes 3 credits towards the “ITIL Expert” certification. See the ITIL certification scheme for more details.
This comprehensive official ITIL lifecycle certification course is based on ITIL’s Continual Service Improvement publication and focuses on the continual service improvement process and its key principles, methods and techniques.
During the course of your online training, the instructor will lead the class the same as a classroom course with slides, notes, practical exercises and interactive sessions. You will be asked to work on several exercises independently and present your findings to the class.
LEARNING OUTCOMES
How to use the Continual Service Improvement Approach
Key activities of the Seven-Step Improvement Process
How to identify critical success factors, risks and challenges
Measuring and reporting frameworks such as Balanced Scorecard and SWOT analysis
Importance of Knowledge Management and Service Level Management in continual service improvement
Creating Return on Investment
Key measurements and service reporting
Roles and responsibilities to support the improvement process
Technology and implementation considerations for Continual Service Improvement
WHO SHOULD ATTEND?
CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, and any IT professional involved in continual service improvement.
PREREQUISITES
Candidates must hold the ITIL Foundation Certificate in IT Service Management, attained through either the ITIL IT Service Management Essentials (V2) plus the ITIL V2-V3 Foundations Bridging Course or the ITIL V3 or 2011 edition Foundations course. Your certificate must be presented as documentary evidence to gain admission to this course.
EXAM, CERTIFICATION & AWARDS
This course prepares participants for the examination leading to the ITIL Intermediate Certificate: Continual Service Improvement. A 90-minute exam is scheduled by the participant at a time that best suits their schedule, based on proctor availability. It consists of eight multiple choice, scenario-based, gradient scored questions. To help prepare attendees for the final exam, sixteen sample exam questions are embedded in the course. A passing mark of 70% is required to receive your certificate
You will attain 3 ITIL credits
You will attain 25 professional development units (PDUs) for Project Managers
COURSE E-MATERIALS
Pink is Green
Material for this course will only be provided as downloadable soft copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files in whatever format best meets their needs, and can use the files under the Pink Elephant Terms of Use.
COURSE READING
Due to the in-depth nature of this hands-on course, it is highly recommended that students complete at least 21 hours of personal study by reviewing the Continual Service Improvement syllabus and the publication in preparation for the examination. You can purchase the Continual Service Improvement publication in a variety of formats from the following sources:
ITIL Online Bookshop – www.best-management-practice.com/Online-Bookshop
The Stationery Office (TSO) – www.tso.co.uk/bookshop
Amazon – www.amazon.com
The Book Depository – www.bookdepository.co.uk