Product
ITIL V3 Foundation Syllabus v4.2: Continual Service Improvement Fundamentals - 1.0 hours/PDUs (Category A)

ITIL V3 Foundation Syllabus v4.2: Continual Service Improvement Fundamentals - 1.0 hours/PDUs (Category A)


ITIL V3 Foundation Syllabus v4.2: Continual Service Improvement Fundamentals


ITIL V3 Foundation Syllabus v4.2: Continual Service Improvement Fundamentals



Overview/Description

Target Audience

Expected Duration

Lesson Objectives

Course Number






Overview/Description

IT organizations should incorporate service improvement continually throughout the lifecycle of every service they provide to their customers. Within ITIL, Continual Service Improvement (CSI) is a phase of the Service Lifecycle that provides IT organizations the tools and processes necessary to continually improve their services. This course is intended to help learners understand how CSI will improve the services they offer their customers. This course will assist the learner in preparing for the ITIL� V3 Foundation Level certification and is aligned with the ITIL� V3 Foundation Syllabus v4.2.


Target Audience

For information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL V3 Foundation exam.


Expected Duration (hours)

1.0


Lesson Objectives

ITIL V3 Foundation Syllabus v4.2: Continual Service Improvement Fundamentals

  • identify the metrics organizations gather to support CSI activities


  • identify the role of SLAs and SIPs in Service Level Management

  • recognize how to determine metrics and measurements and how Service Level Management activities support CSI

  • Match process owner and service owner with responsibilities

  • recognize how to implement the Deming cycle in CSI in a given example

  • sequence the steps in the CSI model

  • identify the characteristics of the RACI authority matrix

  • recognize CSI roles and responsibilities and how models support CSI


  • Course Number:
    ib_itlu_a09_it_enus