The four courses in Service Capability is aimed at students who need deep knowledge of the processes and the roles of ITIL. Service Lifecycle covered in the course but the primary focus is on processes, functions, roles and activities of its application and use by lifecycle. The courses within the Service Capability is role-based modules, each with a separate certification. Each course includes a grouping of processes and roles within ITIL is intended to give participants a specific knowledge of the practice and application related to the daily workThe ITIL Service Operation certificate is awarded to candidates passing the examination. Participants will also earn 28 Project Management Institute (PMI) Professional Development Units upon course completion.
Active Learning is an official Accredited Training Organization (ATO) of Axelos - the owner of ITIL®.
ITIL® is a registered trademark of AXELOS Limited. Used under licence of AXELOS Limited. All rights reserved.
*This training is delivered by an ITIL Expert and Accredited ITIL Instructor.
The ActiveLearning Exam Prep Guarantee
ActiveLearning stands behind the quality of our courses. If for any reason you do not pass your ITIL Foundation exam after completing this course, contact us within 60 days of your original course attendance to schedule a free course retake.
In addition to the above, you will also get:
- Email consultation with instructor for 30 days
- Online access to additional practice exams and supplementary course materials
Download here a Whitepaper discussing the benefits of ITIL.
To learn more about ITIL certification, click here.
About the Exam
Who Should Attend
Individuals who have attained the ITIL Foundation certificate in Service Management and who wish to advance to higher level ITIL certifications.Individuals who require a deep understanding of ITIL Certificate in the Service Offerings and Agreement processes and how it may be used to enhance the quality of IT service support within an organization.
IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme Operational staff involved in Service Portfolio Management; Service Catalogue Management; Service Level Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management who wish to nhance their role-based capabilities.
Introduction to Continual Service Improvement
- The purpose, objectives and scope of CSI
- The value to the business of adopting and implementing CSI
- The context of CSI in the ITIL service lifecycle
- The approach to CSI, including key interfaces and inputs and outputs
Continual Service Improvement Principles
- How the success of CSI depends on understanding change in the organization and having clear accountability
- How service level management and knowledge management influence and support CSI
- How the complete Deming Cycle works, and how it can be applied to a real world example
- How CSI can make effective use of the various aspects of service measurement
- What situations require the use of frameworks and models, and examples of how each type can be used to achieve improvement
Continual Service Improvement process
- What the seven-step improvement process is, how each step can be applied and the benefits produced How CSI integrates with the other stages in the ITIL service lifecycle
- How other processes play key roles in the seven-step improvement process
Continual Service Improvement Methods and Techniques
- When to use assessments, what to assess and how a gap analysis can provide insight into the areas that have room for improvement
- How to use benchmarking, service measurement, metrics, service reporting, including balanced scorecard and SWOT, to support CSI
- How to create a return on investment, establish a business case and measure the benefits achieved
- How techniques within availability management, capacity management, IT service continuity management and problem management can be used by CSI
Organizing for Continual Service Improvement
- The role of the CSI manager, and the roles of service owner, process owner, process manager and process practitioner in the context of CSI and how they can be positioned within an organization
- How to design, implement and populate a RACI (responsible, accountable, consulted, informed) diagram as well as how to use it to support CSI
- The technology and tools required and how these would be implemented and managed to support CSI activities such as performance, project and portfolio management, as well as service measurement and business intelligence reporting
Implementing Continual Service Improvement
- CSI implementation: strategy, planning, governance, communication, project management, operation, as well as how to deal with cultural and organizational change
Challenges, Critical Success Factors and Risks
- The challenges and risks such as staffing, funding, management, etc., which can be related to CSI and the details behind how each challenge can be addressed
- The critical success factors related to CSI as well as how to measure and monitor them