ITIL®-CSI: Intermediate Lifecycle: ITIL® Continual Service Improvement

ITIL-CSI: Intermediate Lifecycle: ITIL Continual Service Improvement Course Description

Duration: 3.00 days (24 hours)

In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the continual service improvement (CSI) phase of the service lifecycle. You will learn about managing and controlling the activities and techniques within the CSI stage, not the details of each of the supporting processes. This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam.

What's Included
- Facilitated Training
- Books

Course Preparation
- You will receive a course study book including case studies and sample exam questions
- You should acquire and read the ITIL Service Design core publication, which you should read as part of personal study
- Review your ITIL Foundation course materials

Exam Name
ITIL Continual Service Improvement (CSI) Certificate Exam

Certification
ITIL Continual Service Improvement (CSI) Certificate

Exam Information
The ITIL Continual Service Improvement (CSI) exam can be taken in any of the following three ways:
- On the last day of the course, in-class exam
- In the comfort of your home and at any time, after the course completion via PeopleCert (online)
- At your convenience, at an eligible testing center

Exam Format
- Multiple choice examination questions
- Number of Questions: 8
- Pass Score: 28/40 or 70%
- Exam Duration: 90 minutes
- Open/Closed Book: Closed Book

Credits
- Upon successfully achieving the ITIL Continual Service Improvement certificate, the participants earn three credits toward their ITIL Expert certification.

NetCom is an Accredited Training Affiliate in partnership with ITpreneurs.

ITIL® is a (registered) Trade Mark of AXELOS Limited. All rights reserved. IT Infrastructure Library® is a (registered) Trade Mark of AXELOS Limited. All rights reserved. The Swirl logo™ is a (registered) Trade Mark of AXELOS Limited. The ITIL Accredited Training Organization logo is a Trade Mark of AXELOS Limited

Next Class Dates

Contact us to customize this class with your own dates, times and location. You can also call 1-888-563-8266 or chat live with a Learning Consultant.

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Intended Audience for this ITIL-CSI: Intermediate Lifecycle: ITIL Continual Service Improvement Course

  • » IT operations, technical, or IT management personnel requiring more information about ITIL best practices
  • » Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

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Course Prerequisites for ITIL-CSI: Intermediate Lifecycle: ITIL Continual Service Improvement

  • » Recommended: ITIL Foundation
  • » ITIL® Foundation Certification (v3 or newer) required
  • » Two years of relevant work experience

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ITIL-CSI: Intermediate Lifecycle: ITIL Continual Service Improvement Course Objectives

  • » Service management as a practice and CSI principles, purpose, and objective
  • » How all CSI processes interact with other service lifecycle processes
  • » Sub-processes, activities, methods, and functions used in each of the CSI processes
  • » Roles and responsibilities within CSI and the activities and functions to achieve operational excellence
  • » How to measure CSI performance
  • » Technology and implementation requirements in support of CSI
  • » Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks related with CSI

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ITIL-CSI: Intermediate Lifecycle: ITIL Continual Service Improvement Course Outline

      1. Continual Service Improvement
        1. Purpose, Objectives, and Scope
        2. Business Value
        3. CSI Approach
        4. Context of CSI within the Service Lifecycle
        5. Inputs and Outputs
      2. CSI Principles
        1. CSI Success Depends on Understanding Change within an Organization
        2. CSI Success Depends on Clear Ownership and Accountability
        3. How the CSI Register Supports CSI
        4. CSI is Driven and Influenced by Service Level Management
        5. Importance of Knowledge Management and the Deming Cycle to CSI
        6. CSI Used to Ensure Effective Governance
        7. Frameworks, Models, Standards, and Quality Systems Supporting CSI
      3. Seven-Step Improvement Process
        1. Purpose, Objectives, and Scope
        2. Business Value
        3. Policies, Principles, and Basic Concepts
        4. Process Activities, Methods, and Techniques
        5. Triggers, Inputs, Outputs, and Process Interfaces
        6. Other Processes Support the Seven-Step Improvement Process
      4. CSI Methods and Techniques
        1. Assessments
        2. Gap Analysis
        3. Benchmarking
        4. Service and Process Measurement
        5. Metrics and Measurement Frameworks
        6. Calculating Return on Investment
        7. Service Reporting Policies and Principles
        8. How Availability Management, Capacity Management, IT Service Continuity Management, Problem Management, and Knowledge Management Support CSI
      5. Organization for CSI
        1. Service Owners
        2. Process Owner and Process Managers
        3. Process Practitioners
        4. CSI Manager
        5. The Nature of the Seven-Step Improvement Process Activities and the Skills Required
        6. CSI Manager vs. Other Supporting Roles
        7. How Responsibility, Accountability, Consultancy, or Informational (RACI) Models Can Be Used to Clarify Roles and Responsibilities for CSI
      6. Technology Considerations for CSI
        1. IT Service Management Suites
        2. Systems and Network Management Tools
        3. Event management
        4. Automated Incident/Problem Resolution
        5. Performance Management
        6. Statistical Analysis Tools
        7. Project and Portfolio Management Tools
        8. Financial Management Tools
        9. Business Intelligence and Reporting Tools
      7. Implementing CSI
        1. Critical Considerations and Where to Start
        2. Role of Governance to CSI
        3. Effect of Organizational Change for CSI
        4. Communication Strategies and Plans
      8. Challenges, CSFs, and Risks
        1. Challenges Facing CSI
        2. CSFs for CSI
        3. Risks Associated with Implementing CSI

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This training prepares students for the following exam(s):

  • » ITIL Intd CSI Exam PU Voucher : ITIL Intermediate CSI exam taken at home, with online proctor
  • » ITIL Intd CSI Exam Onsite Voucher : ITIL Intermediate CSI exam proctored by NetCom for private sessions only
  • » ITIL Intd CSI Exam VUE Voucher : ITIL Intermediate CSI exam taken at a local VUE test center

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Do you have the right background for ITIL-CSI: Intermediate Lifecycle: ITIL Continual Service Improvement?

Skills Assessment

We ensure your success by asking all students to take a FREE Skill Assessment test. These short, instructor-written tests are an objective measure of your current skills that help us determine whether or not you will be able to meet your goals by attending this course at your current skill level. If we determine that you need additional preparation or training in order to gain the most value from this course, we will recommend cost-effective solutions that you can use to get ready for the course.

Our required skill-assessments ensure that:

  1. All students in the class are at a comparable skill level, so the class can run smoothly without beginners slowing down the class for everyone else.
  2. NetCom students enjoy one of the industry's highest success rates, and pass rates when a certification exam is involved.
  3. We stay committed to providing you real value. Again, your success is paramount; we will register you only if you have the skills to succeed.
This assessment is for your benefit and best taken without any preparation or reference materials, so your skills can be objectively measured.

Take your FREE Skill Assessment test »

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Award winning, world-class Instructors

Donna H.
- High-skilled trainer and speaker. Delivered presentations in Dubai, Tokyo, London, New York, and China.
- ITIL V3 Expert, teaching ITIL courses since 2005. More than 99% of her students have passed their ITIL Certification exams.
- Process Improvement Expert with more than 15 years of experience in the Support Center industry as a practitioner, consultant and certified trainer.

Bio:

Donna is an expert in project management and Process Improvement. Her amazing presentation skills have taken her around the world, giving arrangements in Dubai, Tokyo, London, New York and China to name a few. "The Donna", as she is known in the industry, has more than 15 years of experience in the Support Center industry as a practitioner, consultant and certified trainer.

Donna holds ITIL V3 Expert Certification and offers training and consulting services through NetCom Learning on Process Improvement framework as well as the ITIL practitioner level suite of Lifecycle and Capability Stream certification courses. She began presenting ITIL classes in 2005, and 99% of her students have passed their ITIL Certification exams. Along with ITIL courses, she promotes best practices in the support center industry, focusing on customer service skills training, individual and support center certification, training and consulting, and process infrastructure improvement.
Michael G.
- Over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer.
- An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, as well as select Microsoft, Novell, CompTIA, Sun and CWNP courses.
- High-skilled and acclaimed instructor. Has trained over 900 students at Netcom Learning.

Bio:

Michael has over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer. An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, Michael also teaches select Microsoft, Novell, CompTIA, Sun and CWNP courses.

Michael's dedication and passion for teaching is unmatched. He has trained over 900 students at Netcom Learning since 2006 and his evaluation scores average 8.7 out of 9.

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Recent Client Testimonials & Reviews

The instructor was very helpful in prep for the exam and breaking down questions.

- Jerry B.

Course(s) Taken

» ITIL-SD: Intermediate LifeCycle: ITIL Service Design with Certification Exam

I found the class to be very informative and exam orientated. The instructor offered many help tips.

-Elwin F.
Course(s) Taken

» ITIL-SOA: Intermediate Capability: ITIL Service Offerings and Agreements with Certification Exam

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