ITIL® v3 Lifecycle Stream Continual Service Improvement

Seminar Code: N120E

Please note that these seminars are presented in German, if not mentioned otherwise. English-speaking courses upon request.

Content:

• Processes and functions for:
  • CSI Improvement Process
  • Service Reporting
• Organisation
• Methods, techniques and tools
• Implementation

The Capability and Lifecycle stream courses can be taken in combination to attain the credits required for ITIL® Expert. However, not any combination is possible. Please contact us in order to clarify your needs.

The certification takes place at the end of the module. This comprises 8 scenario-based multiple-choice questions, of which at least 70% must be answered with sufficient marks within 90 minutes.

Learning objectives:

Upon completion of the course, you will be able to:

• understand the importance of the Service Management concept in practice, as well as the principles and objectives of Continual Service Improvement,
• explain Continual Service Improvement processes and how they are implemented,
• implement the methods and techniques of Continual Service Improvement,
• analyse roles and responsibilities within Continual Service Improvement,
• recognise and manage challenges, critical success factors and risks.

Prerequisites:

ITIL® v3 Foundation certificate or ITIL® v3 Foundation Bridge certificate
Attendance of the course is also mandatory to be eligible to take the examination.

Target group:

Managers, Process Managers, IT Consultants and Project Managers who are involved in introducing and implementing ITIL® v3 processes.