CONTINUAL SERVICE IMPROVEMENT CERTIFICATE
The ITIL Intermediate Qualification: Continual Service Improvement Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads
to the ITIL Expert in IT Service Management Certificate. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industrypractices in Service Management as documented in the ITIL Continual Service Improvement
publication.
Target Group
The main target group for the ITIL Intermediate Qualification: Continual Service Improvement Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.
The course covers the management and control of the activities and techniques within the Continual Service Improvement stage, but not the detail of each of the supporting processes.
This course syllabus may also be of interest to:
• Individuals who require a detailed understanding of the ITIL Continual Service Improvement phase of the ITIL core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation
• 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
• Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite
Learning Objectives
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
• Introduction to Continual Service Improvement
• Continual Service Improvement Principles
• Continual Service Improvement Process
• Continual Service Improvement Methods and Techniques
• Organisation for Continual Service Improvement
• Technology for Continual Service Improvement
• Implementation Considerations
• Critical success factors and risks
Prerequisite Entry Criteria
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.
Learning Outcomes
Following the completion of this unit, the candidate will know:
• The importance of Service Management as a Practice concept and Continual Service Improvement Principals, Purpose and Objective
• How all processes in ITIL Continual Service Improvement interact with other Service Lifecycle Processes
• The sub-processes, activities, methods and functions used in each of the ITIL Continual Service Improvement processes
• The roles and responsibilities within ITIL Continual Service Improvement and the activities and functions to achieve Service Improvement excellence
• Technology and implementation considerations surrounding ITIL Continual Service Improvement
• Challenges, Critical Success Factors and Risks associated to ITIL Continual Service Improvement
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