Jun 18 - 20

Washington, DC


At the end of this course, students will gain competencies in: * Measurement of processes and services - what to measure, how to measure * Service reporting * Organizing for Continual Service Improvement (roles and responsibilities) * Critical considerations for implementation and governance * Challenges, Critical Success Factors and risks related to Continual Service Improvement (CSI) * Techniques for structuring CSI programs and projects * Understanding Service Management as a practice, and how the processes within CSI support the Service Lifecycle

The ITIL Continual Service Improvement course will be of interest to: * IT professionals involved in ITIL/ITSM implementation and improvement programs. A typical role includes (but is not restricted to): Senior Managers, Process Engineers, Program / Project Managers, IT / business managers and IT / business process owners, IT Quality Managers. * Individuals who require a comprehensive understanding of Continual Service Improvement activities and methods and how these may be used to support strategic goals within an organization.

Contact Name: Brian Flora

ph: 202-904-2497 email: info@beyond20.com

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