ITIL V3 Foundation Syllabus v4.2: Continual Service Improvement

This course is intended to help learners understand how CSI will improve the services they offer their customers. This course will assist the learner in preparing for the ITIL® V3 Foundation Level certification and is aligned with the ITIL® V3 Foundation Syllabus v4.2.

Target Audience

For information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL V3 Foundation exam.

Expected Duration (hours)
1.0

Lesson Objectives

ITIL V3 Foundation Syllabus v4.2: Continual Service Improvement Fundamentals

• Identify the metrics organizations gather to support CSI activities
• Identify the role of SLAs and SIPs in Service Level Management
• Recognize how to determine metrics and measurements and how Service Level Management activities support CSI
• Match process owner and service owner with responsibilities
• Recognize how to implement the Deming cycle in CSI in a given example
• Sequence the steps in the CSI model
• Identify the characteristics of the RACI authority matrix
• Secognize CSI roles and responsibilities and how models support CSI