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ITIL V3 - Continual Service Improvement Fundamentals - 1.5 hours/PDUs
$64.95 Reg.
$24.99 SALE

ITIL V3 - Continual Service Improvement Fundamentals - 1.5 hours/PDUs

ITIL V3 - Continual Service Improvement Fundamentals

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.

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


1.5 hours

Objectives :

Measuring Services for CSI

  • identify the metrics organizations gather to support CSI activities

    • The 7-Step Improvement Process

  • sequence examples that illustrate the steps in the 7-step improvement process

    • Service Level Management

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

    • CSI Supporting Roles

  • Match process owner, service owner, service manager, and CSI manager with responsibilities
  • identify the roles involved in the 7-step improvement process

    • Using Models for CSI

  • 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


    • Course Number: ib_itil_a09_it_enus

    Item Number
    ib_itil_a09_it_enus     		Price
    $64.95 Reg.
    $24.99 SALE     		  Quantity

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