The 3-day ITIL® Intermediate Certificate in Continual Service Improvement (CSI) course forms part of the Lifecycle series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL Service Management Expert qualification. It will give candidates a deep level of understanding of CSI processes and roles.
The ITIL v3 Intermediate Continual Service Improvement course is inclusive of colour courseware, examinations, refreshments & lunch, post course tutor support, and pass guarantee.
Available dates
Who is this course suitable for?
This course is aimed at individuals who have attained the V3 ITIL Foundation certificate in Service Management and who wish to advance to higher level ITIL certifications. It will give delegates a detailed understanding of the ITIL CSI phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation.
Individuals who may find this course of interest include IT professionals working within or about to enter a CSI environment and requiring a detailed understanding of the processes, functions and activities involved, as well as those who are seeking the ITIL Expert qualification in IT Service Management.
What does this course cover?
This course is intended to enable delegates with a Foundation-level knowledge of IT Service Management to apply good practice in processes pertaining to the CSI lifecycle phase.
The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, delegates will be able to sit the ITIL Intermediate examination in Continual Service Improvement worth 3 credits.
During the course, you will learn:
1. Introduction to CSI
- Purpose, Goals and Objectives
- Scope and Approach of CSI
- Interfaces with Other Lifecycle Phases
- CSI and Business Value
2. CSI Principles
3. CSI Processes
- 7-Step Improvement Process
- Service Reporting
- Service Measurement
- ROI for CSI
- CSI and Business Questions
- CSI and Service Level Management
4. CSI Methods and Techniques
- Assessments
- Benchmarking
- Measuring and Reporting Frameworks
- Balanced Scorecard
- SWOT Analysis
- Deming Cycle
- CSI and Other Service Management Processes
5. Organising CSI
- Roles and Responsibilities
- Organisational Context
6. Tools and Technology for CSI
7. Implementing CSI
- Where to Start?
- Governance
- Organisational Change
- Communications Strategy and Plan
8. Challenges, CSFs and Risks
Course Objectives:
- Understand the importance of Service Management as a Practice;
- Understand CSI Principles and Processes;
- Carry out common CSI activities;
- Organise CSI effectively;
- Recognise CSI functions and technology-related activities;
- Understand how to implement CSI; and
- Understand and analyse challenges, Critical Success Factors and risks related to CSI.
Are there entry requirements?
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or v2 Foundation plus Bridge Certificate).
Please note that documentary evidence of this qualification and photographic ID will be required prior to sitting the examination.
What's included?
Our package includes refreshments, and full course materials.
Although the course is non-residential, we offer help finding appropriate hotels, close to the training venue. To take advantage of this offer, drop us an email after you book your course.
Additional info
Examination:
- Eight complex multiple-choice questions (multi-part, scenario-based, gradient-scoring), closed book
- 90 minutes
- 70% pass mark, distinction mark to be confirmed
It is suggested that candidates re-familiarise themselves with the relevant content of their V3 Foundation/Foundation Bridge training prior to attendance.
*** We also offer ITILv3 Certification Service Lifecycle – Continual Service Improvement course via distance learning, for further details follow this link. ***
How to book?
There are three ways to book your course, either online, via fax, or telephone:
- To book via telephone just call us on 0845 070 1750, and we’ll take of the details.
- To book via fax download our booking form, complete it and fax to us on +44 (0) 1353 662667.
- To book online simply enter the number of delegates you wish to send into the “Quantity” and select the course date from the drop down menu and click “Order now”.
We can also accept purchase orders from local authorities, government departments, and other public sector organisations and will consider account facilities for large corporate customers, follow this link to our payment options page for more information.
All bookings are subject to our terms and conditions.
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