ITIL® 2011 Edition Foundation: Continual Service Improvement

Overview/Description
IT organizations should incorporate service improvement continually throughout the lifecycle of every service they provide to their customers. Within ITIL®, Continual Service Improvement (CSI) is a stage of the Service Lifecycle that provides IT organizations the tools and processes necessary to continually improve their services. This course is intended to help learners understand how CSI will improve the IT services they offer their customers. This course will assist the learner in preparing for the ITIL® Foundation certification examination and is aligned with the ITIL® 2011 Edition Foundation Syllabus. ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.

Target Audience
For information technology professionals who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and candidates preparing for the ITIL® Foundation exam.

Expected Duration (hours)
1.5

Lesson Objectives

ITIL® 2011 Edition Foundation: Continual Service Improvement

identify the benefits to a business of adopting and implementing standard and consistent approaches for CSI

identify key considerations for implementing CSI

recognize typical information that should be included in a CSI register

identify key considerations for using the CSI register

recognize how the Deming cycle integrates with the CSI seven-step improvement process

identify the purpose of using the CSI seven-step improvement process

identify considerations for identifying strategies and defining measurements using the CSI seven-step improvement process

describe the metrics an organization will need to collect to support CSI and other process activities

describe best practices for data processing and analysis using the CSI seven-step improvement process

identify situations and scenarios when improvement implementation is appropriate

recognize how to use the seven-step improvement process of CSI