Overview

The ITIL v3 Continual Service Improvement training course is based on the Continual Service Improvement (CSI) publication within the ITIL core library and focuses on the CSI process and its key principles, methods and techniques. This three day course covers strategies, concepts and techniques for planning, implementing and optimizing a metrics-driven CSI program. Participants will learn concepts, processes, policies, and methods associated with the Continual Service Improvement phase of the Service Lifecycle. They will also learn how to manage and control the activities and techniques within the CSI stage.

The training is delivered in a practical, hands-on learning environment and an engaging case study-based approach is used to train and prepare participants for the certification exam at the end of the session. Successfully passing the 90 minute exam consisting of eight (8) complex, multi-part, and multiple choice scenario-based gradient scored questions leads to the ITIL v3 Continual Service Improvement certification.

What You Will Learn

Participants will learn:

• 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

Who Should Participate

• CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.
• Professionals requiring a detailed understanding of the CSI phase of the ITIL Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization.
• IT professionals working within or about to enter a Continual Service Improvement environment and requiring a detailed understanding of the processes, functions and activities involved.
• Individuals seeking the ITIL Expert™ in IT Service Management for which this qualification is one of the prerequisite modules.

Prerequisites

The ITIL v3 Foundation Certification in IT Service Management - obtained through ITIL v3 Foundation course or Foundation Bridge Course. Prior to the class participants must study for at least 21 hours by reviewing the ITIL v3 book Continual Service Improvement (ISBN 10: 0113310498). The ITIL® books are not included with this course and must be purchased separately.

Instructors

Our instructors are experienced IT professionals and hold either the "ITIL Experts™" or CSI certification or both. Only the finest quality, accredited content is used.

Certification

Successfully passing the 90 minute, exam consisting of eight (8) complex, multi-part, multiple choice questions leads to the ITIL intermediate qualification: Continual Service Improvement Certificate.

Training Topics

• Introduction to Continual Service Improvement
• Continual Service Improvement Principles
• Continual Service Improvement Process
• Continual Service Improvement Methods and Techniques
• Organization for Continual Service Improvement
• Technology for Continual Service Improvement
• Implementation Considerations
• Critical success factors and risks

Registration Fees

Both classroom training and virtual (online) training formats are available.

The per student registration fee for the classroom session is $2,395, and includes:

• 3 days of instructor led training and exercises
• Course manual (excellent post-class reference)
• Exam preparation
• Certification exam

The registration fee for virtual training session is $2,195.

Classoom training begins at 8:30 AM each day and concludes at 4:30 PM unless otherwise directed. Please arrive early on the first day to sign-in and meet fellow attendees. If you register less than one week in advance of a class, please bring your confirmation letter. Business casual attire is appropriate. For information on virtual training session start and stop times, refer to the course schedule below.

Register securely online with confidence or please call (708) 246-0320.

Seminar Schedule

Aug 30-Sept 1, '10	San Jose, CA	Santa Clara Offices
Sept 8-10, '10	Washington, DC	Arlington Offices
Sept 20-22, '10	Dallas, TX	Irving Training Center
Sept 27-29, '10	Atlanta, GA	Atlanta Offices
Oct 4-6, '10	New York, NY	New York Offices
Oct 13-15, '10	Dallas, TX	Crestview Training Ctr
Oct 13-15, '10	Herndon, VA	Corporate Training Ctr
Oct 18-20, '10	Morristown, NJ	Morristown Offices
Oct 25-27, '10	Raleigh, NC	Cary Training Ctr
Nov 8-10, '10	Dallas, TX	Irving Training Center
Nov 29-Dec 1, '10	Chicago, IL	Schaumburg Offices
Dec 6-8, '10	Washington, DC	Arlington Offices
Dec 13-15, '10	Ft. Lauderdale, FL	Florida Training Ctr
Dec 13-17, '10	12:00-5:00 PM ET	Virtual Classroom

For more ITSM, ITIL, help desk and field support training options, visit the Help Desk, ITIL, and Support Center Calendar.

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