TI119

ITIL® 2011 Intermediate – Continual Service Improvement (CSI) with Exam

  • Duration 3 days
  • Regular fee 2 395
  • Preferential fee 2 095?
  • Locations
    • Quebec City
    • Montreal

Accreditation and partners association

  • Project Management Institute 24 PDU
Parcours

Formation path :

IT Service Management Training Paths

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SUMMARY
DETAILS

Objectives

To provide the knowledge and skills required to describe the concepts, processes, policies and methods related to continual service improvement of IT services. Participants will be given the opportunity to put ITIL® principles into practice, and will be prepared to put the skills they have acquired to use in order to successfully pass the APMG exam.

Targeted audience

Managers and personnel involved in the implementation of continual service improvement. The process and service owners will learn about their roles and influence on the organization.

Prerequisite

ITIL® 2011 Foundation Certification or ITIL®V3 Foundation Certification (Course TI111) or having passed the upgrade exam from V2 to V3. It is also strongly recommended that candidates read the principal ITIL publications on the life cycle of services, and particularly "Service Transition" (2011 edition) before beginning the training for certification.

Special Note

The course schedule is from 8:30 AM to 5:30 PM. The course is provided by Qualiti7, Accredited Training Organisations (ATOs) by APMG International.

  • Reference book: "Continual Service Improvement", by OGC (not included in the course fees)
  • Maximum class size: 18 Course length: 24 hours + preparation for the exam, and the final exam
  • Hours of additional preparation recommended: 12
  • Number of ITIL® V3 credits: 3

Content

  • Introduction to continual service improvement
  • The principles of continual service improvement
  • The processes of continual service improvement
  • The methods and techniques of continual service improvement
  • Preparing for continual service improvement
  • Technological aspects
  • Implementing continual service improvement
  • Challenges, critical factors for success, risks
  • Each discipline will be covered, with a focus on the following points:
  • Goals and objectives
  • Basic concepts
  • The process model and activities
  • The values of the process
  • Roles and responsibilities
  • Key metrics, challenges, critical factors for success and risks
  • Preparation for the exam
  • Exam

Material Note

The course material is based on the APMG syllabus: The ITIL Intermediate Qualification Continual Service Improvement Certificate_v5.5 Live. Practice exams supplied by APMG will be distributed to participants in order to help them prepare for the certification examination. The course will be given in French by a bilingual instructor with material in English.

Exam Note

The certification exam has not yet been translated by APMG and will be in English.

Legal Note

“ITIL® is a registered trade mark of AXELOS Limited.” “IT Infrastructure Library ® is a registered trade mark of AXELOS Limited.” "The Swirl logo™ is a trade mark of AXELOS Limited.” "Accredited ITIL® training is provided by Qualiti7 International, a LCS Accredited Training Organisation."

DATES*

*Unless stated otherwise, all sessions are in French.
  • Quebec City

    February 27 to March 1 2017

  • Montreal

    May 1 to May 3 2017

  • Quebec City

    June 5 to June 7 2017

Trainer(s) assigned(s)

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