ITIL® Intermediate CSI Course + Certification
One of the modules in the ITIL® Intermediate Lifecycle stream that leads to the ITIL® Expert Certificate in IT Service Management qualification, the ITIL® Continual Service Improvement (CSI) certification focuses on how processes can ensure ongoing improvements and deliver results and customer satisfaction. CSI practices help businesses adapt and evolve to growing demands and changes in businesses. The ITIL® CSI tools and techniques are geared towards evaluating the risks and success factors associated with improvements and how these activities can help improve efficiencies and retus on investment for organizations.
This intensive examination is a reflection of your knowledge of industry best practices in service management as documented in the ITIL® Continual Service Improvement publication. Merit Global Training’s course will help you aim for a first time clearance of this exam with extensive coaching in-depth courseware, detailed exercises and sample papers that cover all objectives of the exam. Eaing this qualification is mandatory to achieving the ITIL® Expert designation. So enrol today and start your ascent towards becoming an ITIL®‘guru’.
Enroll now and enhance your competence and knowledge in IT services management.
What you will lea:
- Fundamentals of CSI
- CSI principles
- CSI process
- CSI methods and techniques
- Organizing for CSI
- Technology considerations
- Implementing CSI
- Challenges, critical success factors and risks
The ITIL® credit system maps out the route to achieving the ITIL® Expert certification:
Details:
- The purpose, objectives and scope of CSI
- The value to the business of adopting and implementing CSI
- The context of CSI in the ITIL® service lifecycle
- The approach to CSI, including key interfaces and inputs and outputs
- How the success of CSI depends on understanding change in the organization and having clear accountability
- How service level management and knowledge management influence and support CSI
- How the complete Deming Cycle works, and how it can be applied to a real world example
- How CSI can make effective use of the various aspects of service measurement
- What situations require the use of frameworks and models, and examples of how each type can be used to achieve improvement
- What the seven-step improvement process is, how each step can be applied and the benefits produced
- How CSI integrates with the other stages in the ITIL® service lifecycle
- How other processes play key roles in the seven-step improvement process
- When to use assessments, what to assess and how a gap analysis can provide insight into the areas that have room for improvement
- How to use benchmarking, service measurement, metrics, service reporting, including balanced scorecard and SWOT, to support CSI
- How to measure retu on investment, establish a business case and measure the benefits achieved
- How techniques within availability management, capacity management, IT service continuity management and problem management can be used by CSI
- The role of the CSI manager, and the roles of service owner, process owner, process manager and process practitioner in the context of CSI and how they can be positioned within an organization
- How to design, implement and populate a RACI (responsible, accountable, consulted, informed) diagram as well as how to use it to support CSI
- The technology and tools required and how these would be implemented and managed to support CSI activities such as performance, project and portfolio management, as well as service measurement and business intelligence reporting
- CSI implementation: strategy, planning, governance, communication, project management, operation, as well as how to deal with cultural and organizational change
- The challenges and risks such as staffing, funding, management, etc., which can be related to CSI and the details behind how each challenge can be addressed
- The critical success factors related to CSI as well as how to measure and monitor them
Introduction to continual service improvement
Continual service improvement principles
Continual service improvement process
Continual service improvement methods and techniques
Organizing for continual service improvement
Technology considerations
Implementing continual service improvement
Challenges, critical success factors and risks
- Candidates are required to have (in their possession) and upload the following under their profile on the Peoplecert website:
- ITIL Foundation Certificate (version does not matter).
- Course Completion Certificate for ITIL® Intermediate Continual Service Improvement Training.
- IT professionals
- Business managers
- Business process owners
- Project managers
- ITSM managers
- IT professionals in digital
- IT professionals in product
- IT professionals in development
- IT professionals in service
- ITIL Foundation Certificate Holders
- 90 minute ‘closed book’
- Eight multiple choice, scenario-based questions
- Pass mark is 70% (28/40)
In order to achieve ITIL® Continual Service Improvement, candidates must appear for the exam and gain 70% pass mark.
The Exam:
Our Pass Guarantee is our commitment to you. If you take our course and don't pass the ITIL® Intermediate Continual Service Improvement (CSI) exam on your first try, then you may continue to attend any of our public PMP Boot Camp classes for FREE until you pass. It's that simple.
Course Details:
- Self Paced Course: Total 6 Chapters, 37 Videos and 5 Case study.
- Study Material: Study Guides, Chapter tests, Podcasts, Terms and Concepts for All the Chapters, Case Studies and White Papers.
- Complete the course in your own pace in 9 days and take the exam.
- Simulated Practice Test: 40 Questions, 1 Hours.
- ITIL® Intermediate Continual Service Improvement (CSI) Certification Exam Voucher Included in our fees.
- Course + Certification Exam Fees: US$899
Discounts available on group (in-house) training.
Email us at [email protected] to start the certification course.
Happy learning!
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