ITIL is the most widely accepted approach to IT service management in the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally. ITIL V3 Intermediate level has a modular structure with each module holding a different focus. Candidates can take as few or as many Intermediate qualifications as they require, and to suit their needs. The Intermediate modules go into more detail than the Foundation level, and is an industry-recognized qualification.
The ITIL Intermediate Qualification: Continual Service Improvement 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 Certificate. 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 Service Management as documented in the ITIL Continual Service Improvement publication.
The Continual Service Improvement module is one of the ITIL Service Lifecycle modules, and will be of interest to candidates looking to focus on the use of process and practice elements used, and the management capabilities needed to deliver quality Service Management practices.
The goal here is to continually monitor and report on quality and improvement activities to ensure alignment with the changing business needs in an efficient and effective manner to lower the cost of doing business and increase customer satisfaction.
Introduction to Continual Service ImprovementThe Service Gap Model, how Service Level Management contributes to the management of gaps and how a Service Improvement Program can be utilizedThe 7-Step Improvement process used in the Continual Service ImprovementThe processes and service lifecycle stages that Continual Service Improvement interfaces withThe fundamental aspects of Continual Service Improvement and be able to define themContinual Service Improvement PrinciplesHow Service Level Management supports Continual Improvement, providing details and examples related to use of Service Level Agreements, Operational Level Agreements and Underpinning ContractsHow the complete Deming Cycle works and how it can be applied to a real world exampleWhat role benchmarking plays in Continual Service Improvement and the interaction it has with governanceWhat situations require the use of frameworks and models and examples how each type can be used to achieve improvementContinual Service Improvement ProcessWhat the 7-Step Improvement process is, how each step can be applied and the benefits it producesThe use and interaction of all other lifecycle stages and activities that contribute to Continual Service ImprovementThe benefits and differences between the types of metrics (i.e. Technology, Process and Service) and how each is used to support Continual Service ImprovementThe differences between the Technology Domain and the Service Management Domain, and how each is viewed by Continual Service ImprovementContinual Service Improvement Methods and TechniquesHow Availability Management techniques such as Component Failure Impact Analysis, Fault Tree Analysis are used to support Continual Service ImprovementHow Capacity, Problem, Risk and IT Service Continuity Management can all be used holistically to support Continual Service ImprovementWhen and where to use benchmarking, Balanced Scorecards and SWOT (Strength, Weakness Opportunity Threat) analysisOrganization for Continual Service ImprovementHow to design, implement and populate a RACI (Responsible, Accountable, Consulted, Informed) diagram as well as how to use it to support Continual Service ImprovementThe 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 organizationTechnology for Continual Service ImprovementThe 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 reportingImplementing Continual Service ImprovementContinual Service Improvement implementation: Strategy, planning, governance, communication, project management, operation as well as how to deal with cultural and organizational changeThe day-to-day concerns, support and operations of a large corporate Continual Service Improvement groupCritical Success Factors and RisksThe 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 addressedThe Critical Success Factors related to Continual Service Improvement as well as how to measure and monitor them