Course number HF441S

Delivery method
Remotely assisted instructional learning (RAIL)
Instructor-led training (ILT)
Onsite dedicated training (OST)

Special notes
This course includes a 90-minute multiple-choice exam.

For RAIL (live online instructor-led) sessions: The course will be in session on all four days (8:30am-4:00pm Central Time for the first three days and 8:30am-Noon on day four). This schedule allows you some extra office or study time at the end of each day. After completing the course, you will take the exam through CSME. Upon registering, you will receive specific instructions on how to arrange for your exam. HP strongly recommends you schedule your exam for within a few days of completing the course.

For face-to-face instructor-led sessions: Lecture will be in session on the first three days, and the exam will be administered from 9:30am - 11:00am on the morning of the fourth day. Students should arrange their return travel accordingly.

Course overview
Successful implementation of CSI best practices enables IT organizations and their users and customers to create and maintain business value through improved design, transition and operation of services. In this course, you learn how to plan, implement and optimize the Continual Service Improvement processes. The course also prepares you to Continual Service Improvement exam.

Prerequisites

• ITIL v3 Foundation certification (from HF421S ITIL v3 Foundation or HE785S ITIL v3 Foundation Bridge)
• Note: Students must be able to provide certification proof in order to take the exam
• Strongly recommended but not required: Prior to class, purchase and review the book ITIL V3 Service Strategy, available from the itSMF USA (recommended), Amazon, and other book sellers

Course objectives

• Introduction and Overview
• Goals and scope of CSI
• Purpose of Service Measurement
• Principles of Continual Service Improvement
• Defining ownership and roles
• Predicting and reporting service performance vs. targets
• The 7-Step Improvement Process
• Determining what to measure
• Gathering the data with monitoring tools and manual processes
• Supporting Processes
• Methods and Techniques
• Activities for delivering Continual Service Improvement
• Key metrics
• Organization and Technology Issues
• Implementing Continual Service Improvement
• Key considerations
• Implementation challenges and risks

Next steps
Other ITIL V3 Capability and Life Cycle courses

• Upis u radnu knjižicu: ne
• Certifikat: ne
• Uvjerenje: ne
• In-house: ne
• Svjedodžba: ne
• Diploma: ne