ITIL Intermediate Lifecycle Stream Continual Service Improvement CSI

Duration: 
5 days
Codes: 
CSI,ITIL
Versions: 
NULL

Overview

The ITIL Lifecycle in Continual Service Improvement Certificate is one of five courses that fit into the lifecycle stream of the ITIL certification. This certification is intended to enable the holders of the ITIL Foundation certificate in IT Service Management to acquire the skills needed to begin the practical application of the concepts, covered by this course, in support of the Service Management lifecycle.

Target Audience:

  • individuals who require a detailed understanding of the ITIL Continual Service Improvement phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation.
  • IT professionals working within or about to enter a Continual Service Improvement environment and requiring a detailed understanding of the processes, functions and activities involved.
  • individuals seeking the ITIL Expert in IT Service Management for which this qualification is one of the prerequisite modules.
  • individuals seeking progress towards the ITIL Master if IT Service Management for which the ITIL Expert is a prerequisite.

Examination:

The exam is gradient, scenario based multi-choice. There are 8 questions to be completed in 90 minutes. 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. The pass mark is 28 marks from 40 (70%).

For Published Best Practice ITIL Glossaries from Axelos please click here.

Audience

  • individuals who require a detailed understanding of the ITIL Continual Service Improvement phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation.
  • IT professionals working within or about to enter a Continual Service Improvement environment and requiring a detailed understanding of the processes, functions and activities involved.
  • individuals seeking the ITIL Expert in IT Service Management for which this qualification is one of the prerequisite modules.
  • individuals seeking progress towards the ITIL Master if IT Service Management for which the ITIL Expert is a prerequisite.

Examination:

The exam is gradient, scenario based multi-choice. There are 8 questions to be completed in 90 minutes. 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. The pass mark is 28 marks from 40 (70%).

For Published Best Practice ITIL Glossaries from Axelos please click here.

Skills Gained

On completion of the course candidates can expect to gain competencies in the following:

  • Introduction to Continual Service Improvement
  • Continual Service Improvement principles
  • Continual Service Improvement process
  • Continual Service Improvement methods and techniques
  • Organisation for Continual Service Improvement
  • Technology for Continual Service Improvement
  • Implementation considerations
  • Critical success factors and risks

Prerequisites

Important Course Information Important Course Information Requirements: Requirements:

  • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL Foundation Certification)

Must hold the ITIL Foundation Certificate (see Course 1197 Course 1197 , Achieving ITIL Foundation Certification) Recommended Experience: Recommended Experience:

  • Basic IT literacy and around two years of IT experience

Basic IT literacy and around two years of IT experience Course Preparation: Course Preparation:

  • Before your event, you will be sent a Pre-Course Study Guide and the Key Element Guide ITIL Continual Service Improvement, which you should read as part of the 21 hours of personal study

You should acquire and read the ITIL Service Operation core publication, focusing on Chapter 2, and review your ITIL Foundation course materials

You should acquire and read the ITIL Service Operation core publication, focusing on Chapter 2, and review your ITIL Foundation course materials Exam Information: Exam Information:

  • The ITIL Continual Service Improvement exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing centre
  • Achieving the ITIL Intermediate Qualification: Continual Service Improvement certificate provides three credits toward your ITIL Expert certification
All-Inclusive

— ITIL Exam Success Package, After-Course Coaching, Exam Fee:

  • ITIL course attendees that would like to retake their ITIL exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

Course Outline

  • ITIL Continual Service Improvement: Introduction and Overview

Goals and scope of CSI

  • The purpose and objectives of CSI
  • Embedding CSI into organisational processes
  • Explaining how CSI creates business value

CSI approach

  • Asking the right business questions to ensure that a CSI initiative is warranted
  • Illustrating the interfaces to other ITIL lifecycle stages
  • Principles of Continual Service Improvement

Establishing accountability

  • Defining unambiguous ownership and roles
  • Supporting the application of CSI with the CSI register
  • CSI and service level management

Providing adequate governance

  • Knowledge management as a main element in any improvement initiative
  • Implementing and applying CSI with the Deming Cycle
  • Service measurement
  • Ensuring effective governance with CSI
  • Supporting CSI with frameworks, models, standards and quality systems
  • The Seven-Step Improvement Process

Determining what to measure

  • Defining what you should measure: measurements that fully support the goals of the organisation
  • 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 analysing 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
  • Organisation and Technology Considerations
  • Defining roles and responsibilities: service owner, process owner, process manager, process practitioner
  • Choosing organisational 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

  • Analysing where to start
  • Relating the role of governance
  • Determining the effect of organisational 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

Thinking about Onsite?

If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.

Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.

Upcoming Dates

  • GREEN This class is Guaranteed To Run.
  • SPVC - Self-Paced Virtual Class.
  • Click a Date to Enroll.
Course Location Days Cost Date
London
London3 1539 £1539 2018-12-10
London
London3 1229 £1229 2018-12-10
London
London3 729 £729 2018-12-10
Worcestershire
Worcester4 2000 £2000 2018-12-10
London
London3 1533 £1533 2018-12-12
London
London3 1533 £1533 2018-12-12
London
London3 1533 £1533 2018-12-12
Virtual
Virtual3 1295 £1295 2018-12-12
Midlands
Birmingham3 1533 £1533 2018-12-13
Midlands
Birmingham3 1533 £1533 2018-12-13
Yorkshire
Leeds3 1533 £1533 2018-12-14
Yorkshire
Leeds3 1533 £1533 2018-12-14
Manchester
Manchester3 1229 £1229 2018-12-17
Manchester
Manchester3 729 £729 2018-12-17
Manchester
Manchester3 1975 £1975 2018-12-17
Glamorgan
Cardiff3 2989 £2989 2018-12-17
Glamorgan
Cardiff3 3489 £3489 2018-12-17
Glamorgan
Cardiff3 3299 £3299 2018-12-17
Oxfordshire
Oxford3 4499 £4499 2018-12-27
Leicestershire
Leicester3 3999 £3999 2018-12-27
Sunderland
Sunderland3 3999 £3999 2018-12-27
London
Heathrow3 4399 £4399 2018-12-27
Cumbria
Carlisle3 4499 £4499 2018-12-27
Hampshire
Portsmouth3 4399 £4399 2018-12-27
Midlands
Derby3 3999 £3999 2018-12-27
Kent
Tonbridge3 3999 £3999 2018-12-27
Wiltshire
Swansea3 4499 £4499 2018-12-27
Clwyd
Wrexham3 4399 £4399 2018-12-27
Inverness
Inverness3 3999 £3999 2018-12-27
Worcestershire
Worcester3 3999 £3999 2018-12-27
Clwyd
Wrexham3 4499 £4499 2018-12-27
Cheshire
Crewe3 4399 £4399 2018-12-27
Cheshire
Chester3 4499 £4499 2018-12-27
Kent
Chatham3 4399 £4399 2018-12-27
Manchester
Bolton3 3999 £3999 2018-12-27
Surrey
Guildford3 4399 £4399 2018-12-27
London
London3 3999 £3999 2018-12-27
Kent
Chatham3 3999 £3999 2018-12-27
Devon
Exeter3 4499 £4499 2018-12-27
Somerset
Bath3 3999 £3999 2018-12-27
Berkshire
Slough3 4399 £4399 2018-12-27
Gloucestershire
Cirencester3 4399 £4399 2018-12-27
Leicestershire
Hinckley3 4499 £4499 2018-12-27
Suffolk
Ipswich3 4499 £4499 2018-12-27
Suffolk
Ipswich3 3999 £3999 2018-12-27
Staffordshire
Stoke on Trent3 4499 £4499 2018-12-27
Hertfordshire
Watford3 4399 £4399 2018-12-27
Leicestershire
Hinckley3 3999 £3999 2018-12-27
Midlands
Wolverhampton3 4399 £4399 2018-12-27
Essex
Chelmsford3 4499 £4499 2018-12-27
Northamptonshire
Corby3 3999 £3999 2018-12-27
Midlands
Solihull3 3999 £3999 2018-12-27
Middlesbrough
TBC3 3999 £3999 2018-12-27
London
Gatwick3 4399 £4399 2018-12-27
Derbyshire
Buxton3 4399 £4399 2018-12-27
Cheshire
Warrington3 4399 £4399 2018-12-27
Kent
Canterbury3 1995 £1995 2018-12-27
Berkshire
Bracknell3 3999 £3999 2018-12-27
Hertfordshire
Watford3 4499 £4499 2018-12-27
Cheshire
Crewe3 3999 £3999 2018-12-27
Yorkshire
Wakefield3 4399 £4399 2018-12-27
Yorkshire
Harrogate3 3999 £3999 2018-12-27
Midlands
Northampton3 4399 £4399 2018-12-27
Midlands
Coventry3 3999 £3999 2018-12-27
Leicestershire
Hinckley3 4399 £4399 2018-12-27
Derbyshire
Buxton3 4499 £4499 2018-12-27
Lancashire
Chorley3 3999 £3999 2018-12-27
Yorkshire
Wakefield3 4499 £4499 2018-12-27
London
Heathrow3 3999 £3999 2018-12-27
Fife
Dunfermline3 4399 £4399 2018-12-27
Devon
Plymouth3 4499 £4499 2018-12-27
Surrey
Guildford3 3999 £3999 2018-12-27
Gloucester
Gloucester3 4399 £4399 2018-12-27
Dorset
Bournemouth3 4499 £4499 2018-12-27
Derbyshire
Burton upon Trent3 3999 £3999 2018-12-27
Onsite
Onsite5 2500 £2500 2019-01-15