ITIL® Intermediate – Continual Service Improvement

Identify opportunities for improvement in each stage of the ITIL lifecycle
Continual Service Improvement (CSI) is one of five ITIL® Service Lifecycle modules.
It focuses on how organisations and individuals can strategically review the products and services they have produced following the strategy, design, transition and operation stages of the IT Service Lifecycle and offers guidance on how this process should be organized and executed. This module concentrates on the principles and techniques from the Continual Service Improvement stage of the ITIL Lifecycle, without going into detail about specific processes.
CSI also includes guidance on the tools and technology that can be used to support related activities and how to evaluate risks and critical success factors.
CSI offers best practice that helps businesses and projects continue to meet and adapt to the changing needs of end users, whilst at the same time improving efficiencies and returns on investment for organisations.
Service Operation best practice enables organisations and IT teams to effectively sustain and maintain the products and services they develop, ensuring that their users are provided with efficient resources.

KEY FEATURES
  • 24 hrs of classroom / instructor-led training
  • Accredited Instructor with industry experience
  • Case Studies & real-world examples
  • End of chapter quizzes and simulation exams
  • Certification exam included

Description

WHOM IS IT APPLICABLE

CSI is relevant for CIOs, CTOs, Business Relationship Managers, Cyber Resilience Consultants, Service Level Managers, IT Security Architects, IT Security Managers, Business Continuity Managers, IT Consultants, IT Audit managers, and any IT professional involved in continual service improvement.

WHAT YOU WILL LEARN

Upon Completion of this Course, you will accomplish following:-

  • Justifying the role of continual service improvement
  • Applying the 7-step improvement process to enhance service quality and operational performance
  • Conducting a SWOT analysis
  • Creating a communication plan to engage the organization around CSI for IT service management
  • Prepare for and take the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam
  • Plan key activities for Continual Service Improvement processes in the context of the Service Lifecycle
  • Optimize the quality of IT service provision within an organization
  • Measure Continual Service Improvement processes using critical success factors and key performance indicators
  • Measure Service Design processes using critical success factors and key performance indicators
MODULE OVERVIEW

Module 1: Fundamentals of CSI
Module 2: CSI principles
Module 3: CSI process
Module 4: CSI methods and techniques
Module 5: Organizing for CSI
Module 6: Technology considerations
Module 7: Implementing CSI
Module 8: Challenges, critical success factors and risks

PREREQUISITES
  • ITIL V3 Foundation Certificate or ITIL V2 Foundation plus Bridge Certificate and completion of an accredited Course from an ITIL Accredited Training Provider
EXAM & CERTIFICATION

Format: Closed-book
Delivery: Online and Paper-based
Questions: 8 multiple choice, scenario-based, gradient scored questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
Passing Score: 70% (28 out of 40)
Duration: 90 Minutes

CLASSROOM / INSTRUCTOR LED
  • High-impact learning with case studies
  • Delivered by certified instructors
  • Targeted learning for real projects

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