ITIL® (CSI) Intermediate Continual Service Improvement Training Course

5 Days Instructor Led Course | 35 PDUs

Course Objective

ITIL® (CSI) training course is part of the ITIL® Intermediate Lifecycle stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL® Continual Service Improvement publication.

Targeted Audience

The ITIL® (CSI) Intermediate Continual Service Improvement certification training course is best suited for professionals in (but not limited to) the following roles: Chief information officers (CIOs), Chief technology officers (CTOs), Managers, Supervisory staff, Team leaders, Service designers, IT architects, IT planners, IT consultants, IT audit managers, IT security managers, Service test managers and ITSM trainers, Individuals who require a detailed understanding of the ITIL® CSI phase of the ITIL® service, Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization, IT professionals working within, or about to enter, a CSI environment and requiring a detailed understanding of the processes, functions and activities involved, Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications, Individuals seeking the ITIL® Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules, Individuals seeking progress toward the ITIL® Master Certificate in IT Service Management for which the ITIL® Expert is a prerequisite.

Delivery Method

  • Instructor-led, 5-Days intensive ITIL® (CSI) Intermediate Continual Service Improvement training program
  • 5 Days, you will prepare for and take the ITIL® (CSI) Intermediate Continual Service Improvement exam
  • Material and discussion language will be in English

Do you prefer a personalized learning experience? You can customize your course to suit your training needs, by having:

  • Training assessment before start
  • Tailored curriculum
  • Focus on work cases
  • Start from Any Date
  • Flexibility in scheduling
  • and more..

Click here to read about our customized training services.

ITIL® (CSI) Training Course Outline

Introduction to Continual Service Improvement

  • Purpose, objectives, scope and value to business.
  • The context of Service Transition in ITIL® Service Lifecycle.
  • The approach to CSI.
  • The business question to be asked to ensure that a CSI initiative is warranted.
  • The context of CSI in the ITIL® Service Lifecycle.
  • The inputs and outputs to CSI.
  • How success of CSI depends upon an understanding of change within an organization.
  • How the success of CSI depends upon a clear and unambiguous ownership and accountability.

Continual Service Improvement Principles

  • How the CSI register supports the application of CSI.
  • How CSI drives the adoption of, and is influenced by service level management.
  • How knowledge management is a main element of any improvement initiative.
  • How the Deming Cycle is critical to both the implementation and application of CSI.
  • How CSI can make effective use of the various aspects of service measurement.
  • How CSI can be used to ensure good governance where goals are aligned and good management is achieved.
  • How frameworks, models, standards and quality systems fully support the concepts embodied in CSI.

Continual Service Improvement Process

  • Critical success factors and key performance indicators.
  • Challenges & risks.

Continual Service Improvement Methods and Techniques

  • When to use assessments and what to assess.
  • How a gap analysis can provide insight into the areas that have room.

Organizing for Continual Service Improvement

  • Service Owner.
  • Process Owner.
  • Process Manager.
  • Process Practitioner.
  • CSI Manager.
  • The nature of the activities and the skills required for the seven step improvement process.
  • Comparing the CSI Manager role with other relevant roles.
  • How the responsibility model (RACI) can be used when defining roles.

Technology Considerations


Implementing Continual Service Improvement

  • The seven step improvement process:
  • Purpose, objective, scope, value to business.
  • Policies, principles & basic concepts.
  • Process activities, methods & techniques.
  • Triggers, inputs, outputs & interfaces for improvement.
  • Benchmarking.
  • Service measurement.
  • Metrics.
  • Return on investment.
  • Service reporting.
  • How problem management supports the activities of CSI.
  • How knowledge management supports CSI.
  • Critical considerations and where to start.
  • The role of governance to CSI.
  • The effect of organizational change for CSI.
  • A communication strategy and plan and responsibilities in CSI.

Challenges, Critical Success Factors and Risks

  • Challenges facing CSI.
  • The appropriate critical success factors for CSI.
  • The risk associated with implementing CSI.

Summary and Directed Studies

  • Review of key concepts.

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