This 2.5 day instructor-led course immerses learners in the overall concepts, processes, policies and methods associated with the continual service improvement life cycle stage. The course covers the management and control of the activities and techniques service improvement methods and the 7-step service improvement process. The interactive course uses an engaging scenario-based approach to learn how to apply ITIL® best practice in real scenarios and positions the student to successfully complete the associated exam.
ITIL® is an integrated set of best-practice processes for delivering IT services to customers. The primary focus is to maximize value to customers (the business) by aligning IT resources with business needs. At its core is the basic idea that value is provided in the form of business-aligned IT Services. ITIL® contains detailed process descriptions, flows, success factors, metrics and implementation guidance that organizations can adapt to work in their environment. It can help organizations establish and improve their overall IT Service Management capability, increase alignment with the business, maximize and demonstrate value to the business.
ITIL® does not tell how, or how much of the framework to adopt, allowing organization the flexibility to adopt the processes as and if needed to address their specific needs. Each individual process has documented value to the business, and can be adopted individually. (Though they are highly interrelated and some processes are difficult to adopt in isolation.)
At the end of this course, participants will gain advanced knowledge and skills to:
- Define a continual service improvement strategy.
- Apply the continual service improvement principles.
- How to measure using the 7-step improvement process.
- Use the different methods and techniques for continual service improvement.
- Define adequate critical success factors (CSFs) and key performance indicators (KPIs) to measure the IT service provider performance.
- Manage the challenges and risks when implementing continual service improvement.
- The core concepts of continual service improvement
- The ten principles of continual service improvement
- The 7-step process of continual service improvement (part I)
- The 7-step process of continual service improvement (part II)
- Methods & Techniques (Gap analysis, benchmarking, SWOT, ROI, availability and capacity techniques, reporting, etc)
- Technology considerations
- Organizing for continual service improvement
- Implementing continual service improvement
- Challenges, CSFs & risks
- Exam preparation guidance
All content is accredited and based on the official syllabus ensuring nothing is left to prepare for the associated certification. The Lean IT Group is an Accredited Training Organization (ATO) of AXELOS Limited, the official accreditor for ITIL®. The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions. Exam duration is a 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). Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. Pass score is 28/40 or 70%.
Evidence of ITIL® 2011/v3 Foundation Certificate.
This course is delivered in a virtual live classroom environment or onsite at your location. A minimum of four (4) participants is required for virtual live classroom sessions and six (6) participants for onsite delivery.
Public sessions are not available for this course.