ITIL® Intermediate: Continual Service Improvement

Level: Intermediate
RATING: 4.7/5 4.69/5 Based on 292 Reviews

Gain the foundational knowledge and skills you need to plan, implement, and optimize processes and activities in this ITIL Service Lifecycle: Continual Service Improvement course. This Intermediate CSI course will teach you to meet and adapt to the changing needs of end users as well as improving efficiencies and returns on investment for organizations. Successful completion of this three-day course course prepares you to pass the Intermediate level ITIL CSI certification exam, and earn three credits towards ITIL Expert certification.

Key Features of this ITIL Intermediate CSI Training:

  • After-course instructor coaching benefit
  • Learning Tree ITIL Success Package Included
  • ITIL exam voucher included

You Will Learn How To:

  • Prepare for and pass the ITIL Continual Service Improvement (CSI) exam
  • Apply the seven-step improvement process
  • Deliver CSI using proven techniques
  • Organize for CSI by defining responsibilities with tools and technology
  • Implement CSI while analyzing challenges, critical success factors, and risks

Certifications/Credits:

APM Group--ITIL CPE 19 Credits PMI 19 PDU

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In Class & Live, Online Training

  • 3-day instructor-led training course
  • Earn 19 PMI PDUs
  • Earn 19 NASBA CPEs (live, in-class attendance only)
  • One-on-one after-course instructor coaching
  • ITIL Certification Success Package included
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Standard $1950

Government $1950

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In Class & Live, Online Training

  • Oct 3 - 5 (3 Days)
    9:00 AM - 5:30 PM EDT
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  • Dec 19 - 21 (3 Days)
    9:00 AM - 5:30 PM EST
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  • Mar 13 - 15 (3 Days)
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ITIL Intermediate CSI Course Information

  • Requirements

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

    • Basic IT literacy and around two years of IT experience
  • 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
  • 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 center
    • 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

    • Learning Tree is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes for a year, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps.
    • ITIL course attendees that would like to retake their ITIL course or 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.

ITIL Intermediate CSI Course Outline

  • ITIL Continual Service Improvement: Introduction and Overview

    Goals and scope of CSI

    • The purpose and objectives of CSI
    • Embedding CSI into organizational 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 organization
    • 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 analyzing 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
  • Organization and Technology Considerations

    • Defining roles and responsibilities: service owner, process owner, process manager, process practitioner
    • Choosing organizational 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

    • Analyzing where to start
    • Relating the role of governance
    • Determining the effect of organizational 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

Team Training

Important Course Information

  • Requirements

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

    • Basic IT literacy and around two years of IT experience
  • 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
  • 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 center
    • 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

    • Learning Tree is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes for a year, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps.
    • ITIL course attendees that would like to retake their ITIL course or 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 organizational 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 organization
    • 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 analyzing 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
  • Organization and Technology Considerations

    • Defining roles and responsibilities: service owner, process owner, process manager, process practitioner
    • Choosing organizational 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

    • Analyzing where to start
    • Relating the role of governance
    • Determining the effect of organizational 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

ITIL Intermediate CSI Training FAQs

  • What is CSI in ITIL?

    Continual Service Improvement improves the efficiency and effectivenes of services and processes at a continuous rate. 

  • How do I take the ITIL CSI exam?

    The ITIL CSI 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 center. 

  • Can I obtain ITIL Continual Service Improvement certification online?

    Yes! We know your busy work schedule may prevent you from getting to one of our classrooms which is why we offer convenient online training to meet your needs wherever you want. This course is available in class, online, or as a private team training event. 

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