ITIL Intermediate Lifecycle - Continual Service Operation Weekend

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ITIL® Service Lifecycle - Continual Service Improvement 3-Day Course

Pre Reading Material

It is a prerequisite that delegates hold the ITIL® Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent.

Please note that delegates are advised to purchase and read the following publication in advance of the course: Continual Service Improvement 2011 Edition. It is recommended that Intermediate courses require 2 hours of home study each evening.

ITIL Intermediate Continual Service Improvement examination

The course forms part of the ITIL® Intermediate qualification programme. Successful candidates will be awarded 3 credits towards the ITIL® Expert qualification. The examination will consist of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark is 70% or more.

Course Content

Candidates can expect to gain knowledge and understanding in the following:

Introduction to Continual Service Improvement

The Service Gap Model, how Service Level Management contributes to the management of gaps and how a Service Improvement Programme can be utilized The 7-Step Improvement process used in the Continual Service Improvement The processes and service lifecycle stages that Continual Service Improvement interfaces with The fundamental aspects of Continual Service Improvement and be able to define them

Continual Service Improvement Principles

How Service Level Management supports Continual Improvement, providing details and examples related to use of Service Level Agreements, Operational Level Agreements and Underpinning Contracts

How the complete Deming Cycle works and how it can be applied to a real world example What role benchmarking plays in Continual Service Improvement and the interaction it has with governance

What situations require the use of frameworks and models and examples how each type can be used to achieve improvement

Continual Service Improvement Process

What the 7-Step Improvement process is, how each step can be applied and the benefits it produces The use and interaction of all other lifecycle stages and activities that contribute to Continual Service Improvement The benefits and differences between the types of metrics (i.e. Technology, Process and Service) and how each is used to support Continual Service Improvement The differences between the Technology Domain and the Service Management Domain, and how each is viewed by Continual Service Improvement

Continual Service Improvement Methods and Techniques

How Availability Management techniques such as Component Failure Impact Analysis, Fault Tree Analysis are used to support Continual Service Improvement How Capacity, Problem, Risk and IT Service Continuity Management can all be used holistically to support Continual Service Improvement When and where to use benchmarking, Balanced Scorecards and SWOT (Strength, Weakness Opportunity Threat) analysis

Organization for Continual Service Improvement

How to design, implement and populate a RACI (Responsible, Accountable, Consulted, Informed) diagram as well as how to use it to support Continual Service Improvement The Continual Service Improvement related roles and responsibilities such as Service Manager, Continual Service Improvement Manager and Service owner and provide examples of how they can be positioned within an organization

Technology for Continual Service Improvement

The technology and tools required, as well as, how these would be implemented and managed, to support Continual Service Improvement activities such as Performance, Project and Portfolio Management as well as Service Measurement and Business Intelligence reporting

Critical Success Factors and Risks

The challenges and risks such as staffing, funding, management, etc., which can be related to Continual Service Improvement and the details behind how each challenge can be addressed The Critical Success Factors related to Continual Service Improvement as well as how to measure and monitor them

Exam Format

  • Multiple choice, scenario-based, gradient scored questions.
  • Number of Questions: 8
  • Pass Score: 28/40 or 70%
  • Delivery: Online or Paper Based Examination through an Accredited Training Organization.
  • Exam Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary).
  • Closed Book

Course Fee Includes

  • Pre-course material
  • Accredited course with accredited industry-leading trainer
  • Best quality course materials
  • Comfortable and conducive venues with good transportation links
  • ITIL Examination fee and Certificate
  • Refreshments

ITIL® is a Registered Trade Mark of AXELOS Limited

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Our course materials, training approach and trainers are so good that that we are offering anyone who attends any of our courses the following pledges:

Foundation Pledge

In the most unlikely event of failing the Foundation exam, you will be offered a free Exam retake within 3 months of your original course.

Practitioner Pledge

Should you fail your practitioner exam, we will offer you a free place on any subsequent practitioner course, as long as you pay for the cost of the practitioner exam.


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