ITIL Intermediate Continual Service Improvement (CSI)

$599.00

The Continual Service Improvement (CSI) module is one of the certifications within the ITIL® Service Lifecycle work stream. This module focuses on the principles and techniques from the Continual Service Improvement stage of the ITIL Lifecycle, but does not go into detail about specific processes.

Mode Of Learning: Online

Access Duration: 180 days

Description

The Continual Service Improvement (CSI) module is one of the certifications within the ITIL® Service Lifecycle work stream. This module focuses on the principles and techniques from the Continual Service Improvement stage of the ITIL Lifecycle, but does not go into detail about specific processes.

The CSI certification focuses on how organizations 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. It also includes guidance on the tools and technology that can be used to support CSI activities as well as how to evaluate risks and critical success factors.

The course covers management and control of activities and techniques within the Continual Service Improvement phase of the ITIL Lifecycle, but it does not provide the full detail of each supporting process.

CSI practices can help businesses and projects continue to meet and adapt to the changing needs of end users as well as improving efficiencies and returns on investment for organizations.

COURSE OVERVIEW

  • Study guides including PDF files, HD Video tutorials
  • Podcasts: Download it and listen to it at your convenience.
  • Interactive Case Study
  • Interactive Glossary and crosswords
  • Phone App
  • 6 Chapter Tests and Evaluation Tests
  • Sample Papers
  • 18 PMI PDUS

 

Exam Format:

  • Multiple choice examination questions
  • Eight questions per paper
  • 28 marks required to pass (out of 40 available) – 70%
  • 90 minutes’ duration
  • Closed book.

COURSE CONTENTS

  • The Seven-Step Improvement Process

Determining what to measure

  • Defining what you should measure: measurements that fully support the goals of the organization
  • Defining what you can measure
  • Conducting gap analysis to identify what can be measured

Gathering the data

  • Processing the data to provide end-to-end perspective on service and/or process performance
  • Analyzing the data: targets met, developing trends, corrective actions required, cost to fix
  • Presenting and using the information
  • Implementing corrective actions
  • Integrating CSI with the other lifecycle stages
  • Methods and Techniques

Activities for delivering CSI

  • Performing a gap analysis
  • Implementing benchmarking
  • Designing and analyzing service measurement frameworks
  • Creating a return on investment
  • Articulating service reporting

Key metrics

  • Technology metrics
  • Process metrics (CSFs and KPIs)
  • Service metrics
  • Initiating a SWOT analysis
  • Measuring benefits to the business

Supporting CSI activities

  • Availability management
  • Capacity management
  • IT service continuity management
  • Problem management
  • Knowledge management
  • Organization and Technology Considerations
  • Defining roles and responsibilities: service owner, process owner, process manager, process practitioner
  • Choosing organizational structures that support CSI
  • Specifying tool requirements for implementation success
  • Automated incident and problem resolution
  • Statistical analysis tools and business intelligence and reporting
  • Implementing Continual Service Improvement

Key considerations

  • Analyzing where to start
  • Relating the role of governance
  • Determining the effect of organizational change
  • Constructing a communications strategy and plan

Implementation challenges and risks

  • Establishing critical success factors and KPIs

Developing risk-benefit analyses for adoption of continual service improvement

TARGET AUDIENCE

 

To be eligible for the examination leading to the ITIL® CSI Certificate, the candidate must fulfill the following requirements:

  • Undertake at least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme.
  • A basic IT literacy and around 2 years IT experience are highly desirable.
  • Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL® and bridge qualifications.
  • It is also recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Service Operation publication in preparation for the examination, specifically Chapter 2: Service management as a practice.

Delegates will be provided access to this online self-study material within 48 hours of making the payment. Student success in this intensive online course will be enhanced by paying close attention to the study materials and the chapter tests.