Course Details
ITIL Continual Service Agreements
  • Course Length: 0 days
  • Course Price: $0
  • Code: ITILCST
  • Course Mode: ILT
Prerequisite
ITIL v3 Foundation Certification (required) Two years of relevant work experience To prepare for the end-of-class exam, it is recommended that you review the ITIL v3 publication Continual Service Improvement (ISBN 10: 0113310498) and complete at least 21 hours of personal study The ITIL v3 Foundation certification is required to take the exam at the end of class. Proof of certification must be provided.
Audience
IT operations, technical, or IT management personnel requiring more information about ITIL best practices Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the Continual Service Improvement (CSI) phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the CSI stage, not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice, and it positions you to successfully complete the associated exam.

  1. Introduction
  2. Continual Service Improvement Principles
  3. Continual Service Improvement Process
  4. Continual Service Improvement Methods and Techniques
  5. Organization for Continual Service Improvement
  6. Technology for Continual Service Improvement
  7. Implementing Continual Service Improvement
  8. Critical Success Factors and Risks
  9. Exam Preparation/Mock Exam
  10. Exam

  • Service Management as a practice and CSI principles, purpose, and objective
  • How all CSI processes interact with other Service Lifecycle processes
  • The sub-processes, activities, methods, and functions used in each of the CSI processes
  • Roles and responsibilities within CSI and the activities and functions to achieve operational excellence
  • How to measure CSI performance
  • Technology and implementation requirements in support of CSI
  • The challenges, critical success factors, and risks related with CSI