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ITIL® 2011 Service Lifecycle: Continual Service Improvement - Live Virtual Training

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ITIL® 2011 Service Lifecycle: Continual Service Improvement

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® Continual Service Improvement Certification Exam.

Workshop Benefits

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
  • Prepare for and take the ITIL® Intermediate Qualifi cation: Continual Service Improvement Certifi cation 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

-ITIL® is a Registered Trademark of the AXELOS. Limited
“Every LVC training will have a live Q&A (doubt clearing session) at the end of the training on a subsequent date. The date will be typically two weeks upon completion and every participant will receive further guidance and coaching as desired.”

This course is valuable for those who want to achieve the ITIL® Intermediate Qualification: Continual Service Improvement Certificate. The ITIL® V3 Foundation Certifi cate (or V2-V3 bridge equivalent) is required to take the ITIL® Certification Exam on the final day.

Workshop Content

  • Introduction and Overview
  • Goals and scope of CSI
  • Purpose of Service Measurement
  • Principles of Continual Service Improvement
  • Defi ning ownership and roles
  • Predicting and reporting service performance vs. targets
  • The 7-Step Improvement Process
  • Determining what to measure
  • Gathering the data with monitoring tools and manual processes
  • Supporting Processes
  • Methods and Techniques
  • Activities for delivering Continual Service Improvement
  • Key metrics
  • Organization and Technology Issues
  • Implementing Continual Service Improvement
  • Key considerations
  • Implementation challenges and risks

Format of the Examination

Type: 8 Complex Multiple choice, scenario based questions
Duration: 90 minutes.
Proctored: Yes
Open Book: No
Pass Score: 70%, 28 out of 40
Delivery: Paper Based


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ITIL® 2011 Service Lifecycle: Continual Service Improvement – Live Virtual Training

Rs. 34,500.00

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