Continual Service Improvement Overview

ITIL®

Duration: 1 day
Prices From: £250 per delegate

Course Outline

Course Overview:

The recently revised ITIL® Best Practice framework for IT Service Management now includes broader IT Service Management disciplines within its scope. The ITIL® v3 guidance is structured around a Service Lifecycle approach, with each of the five phases of the lifecycle being defined in the five core volumes of ITIL® v3. Although plans for creating a new qualification structure are in place for v3, many of these courses and qualifications are not yet available. FGI is the first training provider to offer overview courses in each of the v3 core volumes, enabling delegates to access the v3 guidance and gain a head start in adopting the latest Best Practice. This one-day introduction to the Continual Service Improvement volume will be of interest to delegates wishing to obtain knowledge of v3 practices within the Service Lifecycle context. The prime focus is the Lifecycle itself, the use of process and practice elements used within it and the management capabilities needed to deliver quality Service Management practices in an organisation.

Course Content:

  • Service Management as a Practice

    • What is Service Management?
    • What are Services?
    • Functions and Processes across the Lifecycle
    • Service Strategy Fundamentals

  • The Purpose of CSI
  • CSI Objectives
  • Business and Technology Drivers
  • Service Measurement
  • CSI Processes
  • Service Reporting
  • Challenges, Critical Success Factors and Risks

Course Objectives:

This course will enable delegates to:

  • Understand Continual Service Improvement principles
  • Gain a good knowledge of Continual Service Improvement processes
  • Gain an awareness of Continual Service Improvement methods, techniques and technology-related activities
  • Identify organisation and technology requirements for Continual Service Improvement
  • Understand implementation approaches, challenges, critical success factors and risks

Who will Benefit:

All Service Management professionals who are interested in the latest Best Practice guidance contained in ITIL® version 3, particularly those who have a responsibility for the continual improvement of IT Service provision within their organisation.

Pre-Requisites:

Delegates must hold either the v3 Foundation or v3 Foundation Bridge certificate in ITIL® Service Management in order to attend this course.

Public Course Schedule

For further information on upcoming courses, or if you have any questions about this course, please contact us.

Private On-Site Training

This course can also be taught privately at your workplace by our accredited trainers, for more information read about our on-site training.

Why train with FGI?

  • Providing the full range of ITIL® & PRINCE2™ examination courses.
  • ISEB & APMG Accredited Training Organisation.
  • Over 30 Accredited ITIL® and PRINCE2™ Training Consultants.
  • Pass rates vastly exceed the national average.
  • Pass Guarantee Scheme.
  • Expert trainer interaction and post course support.
  • International and UK locations.
  • One Clear Price.
  • Skills Protection Promise.
  • Wide ranging client portfolio covering the private and public sectors.