ITIL Intermediate Lifecycle

Continual Service Improvement course

Intermediate examination

The course forms part of the ITILŪ Intermediate qualification program

Course Content

Introduction to Continual Service Improvement

  • The Service Gap Model, how Service Level Management contributes to the management of gaps and how a Service Improvement Programme can be utilized
  • The 7-Step Improvement process used in the Continual Service Improvement
  • The processes and service lifecycle stages that Continual Service Improvement interfaces with
  • The fundamental aspects of Continual Service Improvement and be able to define them

Continual Service Improvement Principles

  • How Service Level Management supports Continual Improvement, providing details and examples related to use of Service Level Agreements, Operational Level Agreements and Underpinning Contracts
  • How the complete Deming Cycle works and how it can be applied to a real world examples
  • What role benchmarking plays in Continual Service Improvement and the interaction it has with governance
  • What situations require the use of frameworks and models and examples how each type can be used to achieve improvement?

Continual Service Improvement Process

  • What the 7-Step Improvement process is, how each step can be applied and the benefits it produces
  • The use and interaction of all other lifecycle stages and activities that contribute to Continual Service Improvement
  • The benefits and differences between the types of metrics (i.e. Technology, Process and Service) and how each is used to support Continual Service Improvement
  • The differences between the Technology Domain and the Service Management Domain, and how each is viewed by Continual Service Improvement

Continual Service Improvement Methods and Techniques

  • How Availability Management techniques such as Component Failure Impact Analysis, Fault Tree Analysis are used to support Continual Service Improvement
  • How Capacity, Problem, Risk and IT Service Continuity Management can all be used holistically to support Continual Service Improvement
  • When and where to use benchmarking, Balanced Scorecards and SWOT (Strength, Weakness Opportunity Threat) analysis

Organization for Continual Service Improvement

  • How to design, implement and populate a RACI (Responsible, Accountable, Consulted, Informed) diagram as well as how to use it to support Continual Service Improvement
  • The Continual Service Improvement related roles and responsibilities such as Service Manager,
  • Continual Service Improvement Manager and Service owner and provide examples of how they can be positioned within an organization

Technology for Continual Service Improvement

  • The technology and tools required, as well as, how these would be implemented and managed, to support Continual Service Improvement activities such as Performance, Project and Portfolio
  • Management as well as Service Measurement and Business Intelligence reporting

Implementing Continual Service Improvement

  • Continual Service Improvement implementation: Strategy, planning, governance, communication, project management, operation as well as how to deal with cultural and organizational change
  • The day-to-day concerns, support and operations of a large corporate Continual Service Improvement group

Critical Success Factors and Risks

  • The challenges and risks such as staffing, funding, management, etc., which can be related to Continual Service Improvement and the details behind how each challenge can be addressed
  • The Critical Success Factors related to Continual Service Improvement as well as how to measure and monitor them


Target Audience

  • *   Individuals who have their ITIL v3 Foundation Certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications.
  • *   Individuals who require understanding of the ITIL Service Operation phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization.
  • *   IT professionals working in or new to a Service Operation environment and requiring a detailed understanding of the concepts, processes, functions and activities involved.
  • *   Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules.
  • *   Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite.
  • *   A typical role 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.