ITIL V3 Continual Service Improvement, školení

Popis kurzu

Určeno pro

• The main target group for the ITIL Intermediate Qualification: Continual Service Improvement 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.
• 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

Obsah kurzu

Following the completion of this course, 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

Participants will also gain the knowledge necessary to prepare for the “ITIL Certificate in Continual Service Improvement” examination from EXIN, ISEB or APM Group. This certificate is worth 3 credits in the ITIL Version 3 Qualification Scheme.

Formal examination: this is a closed book complex graded multiple-choice examination with 8 questions to be answered in 90 minutes. Students must get 70% correct in order to pass. Exam can be taken with APMG, EXIN or ISEB.

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Předpoklady

• Hold one or more of the following certificates: ITIL® V3 Foundation in ITSM or ITIL® V2 Foundation plus V3 Foundation Bridge Certificate
• Demonstrate 2 to 4 years of professional experience in the ITSM market place

It is assumed that participants will have read the following ITIL Service Management Practices core lifecycle publications:

• Service Strategy
• Service Design
• Service Transition
• Service Operations
• Continual Service Improvement

Examination candidates should be aware that at least 21 hours or personal study are required.

Studijní materiály

Návaznosti

• Other modular courses covering ITSM Lifecycle stream or Capability stream leadng to the ITIL Expert in IT Service Management Certifate