1-800-THE-TREE (1-800-843-8733)
TRAINING YOU CAN TRUST
 
 

ITIL® v3 Intermediate Qualification: Continual Service Improvement

 
Course: 994   Type: Course Workshop   Duration: 3 Days
 
 

You Will Learn How To

  • Prepare for and take the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam
  • Plan key activities for Continual Service Improvement processes in the context of the Service Lifecycle
  • Optimize the quality of IT service provision within an organization
  • Measure Continual Service Improvement processes using critical success factors and key performance indicators

Course Benefits

ITIL Continual Service Improvement links improvement efforts and outcomes with Service Strategy, Design, Transition and Operations. Successful implementation of CSI best practices enables IT departments to create and maintain value for customers through better design, introduction and operation of services. In this course, you learn how to plan, implement and optimize the Continual Service Improvement processes and gain the skills required to take the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam.

Who Should Attend

This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Continual Service Improvement Certificate. The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day.

Course Workshop

Through activities, you gain knowledge of the Continual Service Improvement processes. Workshops include:
  • Justifying the role of continual service improvement
  • Applying the 7-step improvement process to enhance service quality and operational performance
  • Conducting a SWOT analysis
  • Creating a communication plan to engage the organization around CSI for IT service management

Related Courses

 
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Swirl logo is a Trade Mark of the Office of Government Commerce. 		 

Upcoming Dates

Jan 21 - 23, 2009
 New York
Feb 4 - 6, 2009
 Toronto
Feb 11 - 13, 2009
 Washington, DC (Rockville, MD)
Feb 18 - 20, 2009
 Ottawa
Feb 18 - 20, 2009
 Washington, DC (Alexandria, VA)
Feb 25 - 27, 2009
 Chicago (Schaumburg)
Mar 18 - 20, 2009
 Los Angeles
Mar 25 - 27, 2009
 Washington, DC (Reston, VA)
Apr 1 - 3, 2009
 New York
Apr 8 - 10, 2009
 Washington, DC (Rockville, MD)
Apr 29 - May 1, 2009
 New York
May 6 - 8, 2009
 Toronto
May 6 - 8, 2009
 Washington, DC (Reston, VA)
May 20 - 22, 2009
 Ottawa
May 20 - 22, 2009
 Washington, DC (Rockville, MD)

For complete schedule, please visit www.learningtree.com
 
http://www.learntree.com/courses/994pf.htm
 
 
1-800-THE-TREE (1-800-843-8733)
TRAINING YOU CAN TRUST
 
 

ITIL® v3 Intermediate Qualification: Continual Service Improvement

 
Course: 994   Type: Course Workshop   Duration: 3 Days
 
 
Course 994 Content
 

Introduction and Overview

Goals and scope of CSI

  • Embedding CSI into organizational processes
  • Explaining how CSI creates business value
  • Illustrating the interfaces to other ITIL lifecycle stages

Purpose of Service Measurement

  • Validating previous decisions
  • Directing activities in order to meet set targets
  • Justifying that a course of action is required
  • Intervening at the appropriate point to take corrective action

Principles of Continual Service Improvement

Defining ownership and roles

  • Manager, service owner, service level manager
  • Service level management and measurement

Predicting and reporting service performance vs. targets

  • Using customer satisfaction surveys
  • Conducting maturity assessments
  • Verifying employee and process compliance
  • Employing frameworks and standards

The 7-Step Improvement Process

Determining what to measure

  • Defining what you should measure: measurements that fully support the goals of the organization
  • Defining what you can measure
  • Conducting gap analysis to identify what is or can be measured today and what is ideally required

Gathering the data with monitoring tools and manual processes

  • Processing the data to provide end-to-end perspective on service and/or process performance
  • Analyzing the data: targets met, developing trends, corrective actions required, cost to fix
  • Presenting and using the information
  • Implementing corrective actions

Supporting Processes

  • Implementing service reporting and policies
  • Service measurement: using and interpreting metrics
  • Creating a return on investment
  • Establishing a business case
  • Measuring benefits to the business

Methods and Techniques

Activities for delivering Continual Service Improvement

  • Benchmarking
  • Establishing a Balanced Scorecard to drive CSI
  • Initiating a SWOT analysis
  • Employing the Deming Cycle

Key metrics

  • Technology metrics
  • Process metrics (CSFs and KPIs)
  • Service metrics

Organization and Technology Issues

  • Defining roles and responsibilities
  • Choosing organizational structures that support CSI
  • Specifying tool requirements for implementation success

Implementing Continual Service Improvement

Key considerations

  • Analyzing where to start
  • Relating the role of governance
  • Determining the effect of organizational change
  • Constructing a communications strategy and plan

Implementation challenges and risks

  • Establishing critical success factors and KPIs
  • Developing risk-benefit analyses for adoption of Continual Service Improvement
 
http://www.learntree.com/courses/994pf.htm
 
 
1-800-THE-TREE (1-800-843-8733)
TRAINING YOU CAN TRUST
 
 

ITIL® v3 Intermediate Qualification: Continual Service Improvement

 
Course: 994   Type: Course Workshop   Duration: 3 Days
 
 

Course Tuition
$ 2,390 Standard Tuition
Tuition with a Savings Plan
$ 1,350 10-Day Pass
$ 1,670 Training Passport
$ 1,700 Premium-Pass
$ 2,200 Voucher 10-Pack
$ 2,155 Alumni Gold Discount
$ 2,124 Government Discount
 

 

Your Course Tuition Entitles You To...

  • Class participation
  • Team workshops
  • Use of in-class hands-on equipment
  • Comprehensive course materials
  • Morning and afternoon refreshments
  • Course Completion Certificate awarding Continuing Education Units
  • FREE participation in Professional Certification
  • FREE participation in College Credit programs (including related exams)

Important Course Information:

  • Approx. 5-8 hours of pre-course preparation
  • 1 hour of home study each evening
  • Course fee includes the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam
  • The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day
  
 

Tuition Savings Plans

Training Passport
  • 3 courses in 12 months
  • As little as $1,670 per course
  • Savings as much as 40%
  • Only $5,000
Premium Pass
  • 4 courses in 24 months
  • As little as $1,700 per course
  • Save as much as 45%
10-Day Pass
  • A NEW way to save on training
  • 10 days of training for one person
  • Save as much as $990 per course
  • Only $4,500
Training Vouchers
  • Save as much as $990 per course
  • Fully transferable
  • As low as $2,200 per course
Alumni Gold Discount Attend your first course and you'll receive a personalized Alumni Gold Discount card, entitling you to save as much as $305 on each course you take within the following 12 months. Take just one course each year and you'll be entitled to ongoing discounts...year after year!

Your Guarantee of Satisfaction

Unless you feel 100% satisfied that Learning Tree delivered even more than you expected, there is no fee for your course attendance. Our Guarantee of Quality lets you experience the value of the course--and then pay only if you feel the course was well worth the tuition.

Enrolling is Easy and Flexible!

Enroll by phone or online. If your plans change, just let us know and, without a fee, you can transfer to another course or cancel your enrollment. Pay after you've taken the course, and then only if you are 100% satisfied.
 
http://www.learntree.com/courses/994pf.htm