In this lifecycle module you will gain insight in how to improve your service through continual improvement on all levels. The training 'ITIL® Continual Service Improvement' addresses how to manage the processes through continual improvement. Continual Service Improvement is the drive to design your processes more effective and efficient through measurement and evaluation of the service. By using Continual Service Improvement you will gain a clear understanding of the performance of services and are able to understand how the services are perceived by customers and suppliers.

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.

4 days (1 block, 4 days continuous, at the end of the training candidates have the option to take the exam) The exam will be in English.

The targets of CSI are:

to validate that delivered services support the ever changing business needs; check the Service Level achievements and where necessary improve the processes. In this training the following subjects and competencies will be discussed:

 - Benchmarking

 - Service measurement

 - Governance

 - 7 step improvement model

 - Service reporting

 - Deming cycle

 - Ownership

Return on investment for Continual Service Improvement Continual Service Improvement and organisational change. After the training you are able to:

Address the necessity of Continual Service Improvement in your organisation; Understand the Continual Service Improvement principles and manage these; Advise on Continual Service Improvement plans; Manage internal and external quality; Introduce, drive and manage innovations; Assess and manage risks, challenges and critical success factors that belong to Continual Service Improvement; Manage and coordinate change in relation to Continual Service Improvement initiatives.

The necessary skills are interactively transferred through a mixture of presentations, discussions, actual situations and case based exercises. An active attitude is expected.

You will receive:

a training handout with all presentations, cases and exercises. The book; Continual Service Improvement

ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate).