Nos solutions de formation à distance sont éligibles au dispositif FNE-Formation donc 100% financées En savoir plus sur le FNE
ORSYS formation
NOUS CONTACTER - +33 (0)1 49 07 73 73
NOUS CONTACTER - 📞 +33 (0)1 49 07 73 73    espace pro ESPACE PRO     inscription formation orsys S'INSCRIRE     drapeau francais   drapeau anglais

Nos formations :

Toutes nos formations Référentiels ITIL®, ISO, COBIT®...

Formation ITIL® LifeCycle : Continual Service Improvement
E-learning

Stage pratique
100% à distance
Durée : 32 heures
Réf : YTC
Prix  2020 : 875 € H.T.
  • Programme
  • Participants / Prérequis
Programme

ITIL® is comprised of five core publications: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operations (SO) and Continual Service Improvement (CSI). It promotes alignment with the business as well as improvement in operational efficiency. The official ITIL® qualification scheme, owned by AXELOS, describes two streams, the Service Lifecycle Stream and the Service Capability stream: - The Service Lifecycle stream focuses on ITIL® practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the processes and practice elements used within it. - The Service Capability stream is for those who wish to obtain an in depth understanding of specific ITIL® processes and roles. The primary focus is on process activities, process execution and use throughout the IT Service Lifecycle. The ITIL® Intermediate Qualification: Continual Service Improvement (CSI) Certificate is a free-standing qualification, but is also part of the ITIL® Intermediate Lifecycle stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL® Continual Service Improvement publication.

Objectifs pédagogiques

  • Introduction to CSI
  • CSI principles
  • CSI process
  • CSI methods and techniques
  • Organizing for CSI
  • Technology considerations
  • Implementing CSI
  • Challenges, critical success factors and risks
  • In addition, the training for this certification should include examination preparation, and a
  • mock examination opportunity.

Examen

Exam Format: Multiple choice, scenariobased, gradient scored questions. Number of Questions: 8. Pass Score: 28/40 or 70%. Exam Delivery: Online or paper based. Exam Duration: 90 minutes. Open/Closed Book: Closed Book

Méthodes pédagogiques

This fully AXELOS accredited, self-managed eLearning course, will provide you with all relevant knowledge to pass your Service Transition exam and gain your certification. We do however advise to add time with a “Live” instructor or coach to enhance the learning and acquire deeper insight into the material taught in this course. During the access purchased through the license, this ITIL® Intermediate eLearning Program offers you: UNLIMITED access to online material, including: - iPad/iPhone compatible, instructor-led presentations, watchable at your convenience - Study book and quiz questions - Exercises & sample exams, designed to reinforce knowledge and prepare you for the exam

Certification

ITIL® Continual Service Improvement
PROGRAMME DE FORMATION

COURSE INTRODUCTION

  • Purpose, objectives and measurements of CSI
  • The scope of CSI
  • Activities that support CSI
  • The value to business
  • Continual Service Improvement Approach
  • The business questions to CSI
  • The context of CSI in the ITIL® Service Lifecycle
  • Inputs and outputs of CSI
  • The ITIL® Certification Scheme

CSI PRINCIPLES

  • CSI and organizational change
  • Ownership of CSI
  • The CSI register
  • CSI and Service Level Management
  • CSI and Knowledge Management
  • The Deming Cycle
  • Service Measurement
  • The seven step Improvement Process
  • Governance
  • Frameworks, models, standards and quality systems

PROCESSES

  • The seven step Improvement Process
  • Scope
  • Value to the Business,
  • Principles and basic concepts
  • Triggers, Inputs, Outputs
  • Interfaces with other processes and roles
  • CSF’s and KPI’s
  • Challenges

METHODS AND TECHNIQUES

  • The Goal of CSI
  • The PDCA Cycle
  • Assessments
  • Process maturity
  • Benchmarking and CSI
  • Service measurements
  • Metrics (Balanced Scorecard)
  • SWOT analysis
  • Return on Investment
  • Service reporting
  • CSI and other SM Processes

ORGANIZING CSI

  • Roles in ITIL®
  • Activities and skill levels
  • Role comparison matrices
  • RACI

TECHNOLOGY CONSIDERATIONS

  • Tools that enable and support CSI activities
  • IT Service Management Suites
  • System and Network Management
  • Event Management
  • Automated Incident / Problem Resolution
  • Performance Management
  • Stastical Tool Analysis
  • Project and Portfolio Management
  • Financial Management Business Intelligence Reporting

IMPLEMENTING CSI

  • Where to start
  • Role of Governance in CSI
  • Organizational Change and CSI (Kotter)
  • Communications Strategy and Plan

CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS

  • CSI Challenges
  • Critical Success Factors
  • Risks
  • Value
  • Benefits
  • Costs

APPENDICES

  • Business Case study and exercises
  • Mock exams and guidance
  • Glossary
  • Evaluation forms
Participants / Prérequis

» Participants

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers who require a detailed understanding of the ITIL® Service Transition phase of the ITIL® core Lifecycle and the affected processes, functions and activities and their application

» Prérequis

An ITIL® Foundation certificate is required and preferably two years work experience in an IT Service Management environment.
Intra / sur-mesure

Demande de devis intra-entreprise
(réponse sous 48h)

Vos coordonnées

En cochant cette case, j’atteste avoir lu et accepté les conditions liées à l’usage de mes données dans le cadre de la réglementation sur la protection des données à caractère personnel (RGPD).
Vous pouvez à tout moment modifier l’usage de vos données et exercer vos droits en envoyant un email à l’adresse rgpd@orsys.fr
En cochant cette case, j’accepte de recevoir les communications à vocation commerciale et promotionnelle de la part d’ORSYS Formation*
Vous pouvez à tout moment vous désinscrire en utilisant le lien de désabonnement inclus dans nos communications.
* Les participants inscrits à nos sessions de formation sont également susceptibles de recevoir nos communications avec la possibilité de se désabonner à tout moment.
En poursuivant votre navigation, vous acceptez l’utilisation de cookies nous permettant de vous proposer des offres correspondant à vos centres d’intérêt.
En savoir plus sur l’usage des cookies…   ✖ Fermer
linkedin orsys
twitter orsys
it! orsys
instagram orsys
pinterest orsys
facebook orsys
youtube orsys