ITIL® 2007: Continual Service Improvement - APMG Accredited

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Video Title	Minutes
00: Course Introduction	10
01: Introduction to CSI	9
02: The approach to CSI	13
03: CSI Interfaces	18
04: Continual Service Improvement Principles: Part 1	20
05: Continual Service Improvement Principles: Part 2	17
06: Continual Service Improvement Principles: Part 3	16
07: Continual Service Improvement Principles: Part 4	16
08: Continual Service Improvement Process: Part 1A	18
09: Continual Service Improvement Process: Part 1B	22
10: Continual Service Improvement Process: Part 2A	12
11: Continual Service Improvement Process: Part 2B	14
12: Continual Service Improvement Process: Part 3	28
13: CSI Methods and Techniques: Part 1	17
14: CSI Methods and Techniques: Part 2	20
15: CSI Methods and Techniques: Part 3A	15
16: CSI Methods and Techniques: Part 3B	17
17: CSI Methods and Techniques: Part 4	14
18: Organisation for CSI: Part 1	15
19: Organisation for CSI: Part 2	23
20: Technology for CSI	17
21: Implementing Continual Service Improvement: Part 1	21
22: Implementing Continual Service Improvement: Part 2	6
23: Critical Success Factors and Risks: Part 1	16
24: Critical Success Factors and Risks: Part 2	9
25: Exam Preparation Part 1	6
26: Exam Preparation Part 2	16
Total:	7 Hours, 3 Minutes

Start Learning ITIL® 2007: Continual Service Improvement - APMG Accredited Today!

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Downloads

NOTE: Click link then select "Save"

• Student Guide
• Exercise Guide
• Training Plan
• V3 Sample Exam Papers
• 2011 Sample Exam Paper 1
• 2011 Sample Exam Paper 2
• V3 Course Syllabus
• 2011 Course Syllabus
• ITIL Exam Information
• itSMF Overview
• ITIL 2011 Summary of Updates

Related Links

• Course Survey
• Recommended ITIL® Books
• ITIL® Glossary of Terms

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Start Learning ITIL® 2007: Continual Service Improvement - APMG Accredited Today!

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Description

GogoTraining is an ITIL® accredited ATO and this course fulfills all requirements to sit for your exam.

The course builds on the general principles covered in the ITIL® Foundation course. It covers the lifecycle aspects of Continual Service Improvement (CSI) from a managerial/supervisory perspective, including CSI principles, activities and technology considerations. It also gives an overview of the CSI Process. Additionally the course considers the interfaces between CSI and the other stages of the ITIL Service Lifecycle.

For information on how to take your ITIL examination, see the certification section.

Related Training

• Course: ITIL ® 2011: Foundations
• Course: ITIL ® Planning, Protection and Optimization, a Service Capability Course
• Course: ITIL ® Service Design, a Service Lifecycle Course
• Course: ITIL ® Service Operation, a Service Lifecycle Course
• Course: ITIL ® Service Transition, a Service Lifecycle Course
• Course: ITIL® Operational Support & Analysis, a Service Capability Course
• Course: ITIL® Service Offerings and Agreements, a Service Capability Course
• Podcast: Assessment
• Podcast: CSI in Complementary Governance Standards, Frameworks, Models and Quality Systems
• Podcast: Implementing CSI Day to Day
• Podcast: Kotter’s 8 Step Change Model and CSI
• Podcast: Roles in CSI

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Start Learning ITIL® 2007: Continual Service Improvement - APMG Accredited Today!

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ITIL® 2007: Continual Service Improvement - APMG Accredited Outline

Module 00: Course Introduction

Module 01: Introduction to CSI

• Continual Service Improvement in the Lifecycle
• Purpose and Objectives of Continual Service Improvement
• The scope of Continual Service Improvement
• The approach to Continual Service Improvement
• Exercise CSI Basics

Module 02: The approach to CSI

• The 6 Step Process
• Communication
• Perception and the Service Gap

Module 03: CSI Interfaces

• CSI interface to Service Strategy
• CSI interface to Service Design
• CSI interface to Service Transition
• CSI interface to Service Operation
• CSI throughout the Lifecycle

Module 04: Continual Service Improvement Principles: Part 1

• Understanding Change
• CSI and Service Level Management
• The Deming Cycle

Module 05: Continual Service Improvement Principles: Part 2

• Service Measurement - Baselines
• Value of Measurement to the Business
• The 7 step Improvement Process

Module 06: Continual Service Improvement Principles: Part 3

• Knowledge Management
• Benchmarks
• Governance

Module 07: Continual Service Improvement Principles: Part 4

• Frameworks
• Models
• Standards
• Quality Systems

Module 08: Continual Service Improvement Process: Part 1A

• Steps 1 to 3 of the 7 step process

Module 09: Continual Service Improvement Process: Part 1B

• Steps 4 to 7 of the 7 step process
• Exercise - 7 step process

Module 10: Continual Service Improvement Process: Part 2A

• CSI Integration
• Exercise - Lifecycle integration
• Service Reporting
• Service Measurement

Module 11: Continual Service Improvement Process: Part 2B

• Interpreting Metrics
• Exercise - Interpreting metrics
• Defining Metrics and Measurement
• Exercise - Metrics and Measurements

Module 12: Continual Service Improvement Process: Part 3

• Return on Investment (ROI)
• Exercise - ROI challenges
• Establishing a Business Case
• Business questions for CSI
• Exercise - Business questions for CSI
• Relationship between CSI and SLM

Module 13: CSI Methods and Techniques: Part 1

• Assessment
• Exercise - Assessment
• Gap Analysis

Module 14: CSI Methods and Techniques: Part 2

• Benchmarking
• Exercise - Benchmarking
• Balanced Scorecard
• Exercise - Balanced Scorecard
• SWOT analysis
• Exercise - SWOT Analysis

Module 15: CSI Methods and Techniques: Part 3A

• Deming Cycle
• Exercise - Deming Cycle
• Availability Management
• Exercise - Availability management

Module 16: CSI Methods and Techniques: Part 3B

• Capacity Management
• Exercise - Capacity management

Module 17: CSI Methods and Techniques: Part 4

• IT Service Continuity Management
• Risk Management
• Problem Management and CSI

Module 18: Organisation for CSI: Part 1

• CSI Roles and Responsibilities
• CSI Activities
• Exercise - Roles involved in the 7 steps

Module 19: Organisation for CSI: Part 2

• Responsibilities, skills and competencies Service Manager
• Responsibilities, skills and competencies CSI Manager
• Responsibilities, skills and competencies Service Owner
• RACI for CSI
• Exercise Comparison of CSI Manager, Service Level Manager and Service Owner

Module 20: Technology for CSI

• IT service management suites
• System and network management
• Event management
• Automated Incident and Problem resolution
• Performance Management
• Statistical Analysis tools
• Project and Portfolio Management
• Financial management
• Business Intelligence reporting

Module 21: Implementing Continual Service Improvement: Part 1

• Where to start
• The role of Governance to CSI
• The effect of Organizational Change for CSI
• Exercise - The effect of Organizational Change for CSI

Module 22: Implementing Continual Service Improvement: Part 2

• A Communications strategy and Plan
• Exercise - A Communications strategy and Plan

Module 23: Critical Success Factors and Risks: Part 1

• Challenges
• Critical Success Factors
• Risks

Module 24: Critical Success Factors and Risks: Part 2

• Benefits
• Exercise - Benefits
• Costs

Module 25: Exam Preparation Part 1

• About the exam
• Exam documentation

Module 26: Exam Preparation Part 2

• Analysing scenarios
• Studying sample questions
• Mock exam paper
• Taking your exam

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Prerequisites

Candidates wishing to be trained and examined for this qualification 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 to the examination.
It is strongly recommended that candidates read the ITIL Continual Service Improvement publication in advance of attending training for the certification; references to the book will be made during the course.
Candidates will find it helpful if they have at least two years experience in IT service management before taking the course.

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Objectives

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

• Introduction to Continual Service Improvement
• Continual Service Improvement Principles
• Continual Service Improvement Process
• Continual Service Improvement Methods and Techniques
• Organisation for Continual Service Improvement
• Technology for Continual Service Improvement
• Implementation Considerations
• Critical success factors and risks

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Start Learning ITIL® 2007: Continual Service Improvement - APMG Accredited Today!

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Certification

To be eligible for the ITIL Intermediate Qualification: Continual Service Improvement examination, the candidate must have fulfilled the following requirements:

• At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme.
• There is no minimum requirement but 2-4 years IT Service Management experience is highly desirable.
• Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridging certificate.

• It is also recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the Service Management Practice core guideline publications including the Service Offerings and Agreements publication to prepare for the examination.

The ITIL Continual Service Improvement Exam is an 8 question multiple choice scenario-based exam and you may take up to 90 minutes to complete it. Each question will have four possible answer options, one of which is worth five marks, one which is worth three marks, one which is worth one mark, and one which is a distracter and achieves no marks. A passing mark is 70% or higher. You will need to submit your completed course transcript in order to apply to take the exam. You can do this by clicking on the Email Your Transcript link found on your ITIL Continual Service Improvement transcript page.

When you pass your exam you will receive 3 credits toward your ITIL Expert certification. This course also qualifies for 7 PDU credits.

EXAM LOCATIONS

You may take your ITIL exam through APMG.

APMG: In the U.S. the APMG uses PSI testing centers to administer the exam. Outside of the U.S. the APMG will arrange for you to take your exam locally. If you would like more information specific to your situation you may contact the APMG by emailing them at this address: examinations@apmg-us.com. The APMG will invoice you for the exam at the GogoTraining ATO discounted price and  authorize you to take the exam.

For more information, contact us or call 1-877-546-4446

Start Learning ITIL® 2007: Continual Service Improvement - APMG Accredited Today!

List Price: $700 Your Price: $597