ITIL Continual Service Improvement

Continual Service Improvement (CSI) Certificate is not only a free-standing qualification, but is also a part of the ITIL Intermediate Lifecycle stream. Also it is 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 impact, test, and validate the knowledge on industry practices in service management as documented in the ITIL Continual Service Improvement publication.

OBJECTIVES

The objective of CSI are to:

  • Review, analyse, prioritize and make recommendations on improvement opportunities in each lifecycle stage: service strategy, service design, service transition, service operation and CSI itself.
  • Review and analyse service level achievement.
  • Identify and implement specific activities to improve IT service quality and improve the efficiency and effectiveness of the enabling processes.
  • Improve cost effectiveness of delivering IT services without sacrificing customer satisfaction.
  • Ensure applicable quality management methods are used to support continual improvement activities.
  • Ensure that processes have clearly defined objectives and measurements that lead to actionable improvements.
  • Understand what to measure, why it is being measured and what the successful outcome should be.

TARGET CANDIDATE

ITSM trainers involved in the ongoing management, co-ordination and integration of Strategy activities within the service lifecycle.

  • Individuals who require a detailed understanding of the ITIL® service Strategy stage 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 service Strategy environment and requiring an understanding of the concepts, 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.

EXAM PREREQUISITES

To be eligible for the ITIL® Intermediate:Continual Service Improvement qualification, candidates shall fulfill the following requirements:

  • At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme.
  • A basic IT literacy and around 2 years IT experience are highly desirable.
  • Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL® and bridge qualifications.
  • It is also recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Continual Service Improvement publication in preparation for the examination.

SYLLABUS

  • Introduction to Continual Service Improvement.
  • Continual Service Improvement Principles.
  • Continual Service Improvement Processes.
  • Organizing for Continual Service Improvement .
  • Technology Considerations.
  • Challenges, Critical Success factors & Risks.
  • Continual Service Improvement Methods and Techniques.
  • Implement Continual Service Improvement.
  • Summary, case studies, exam preparation and directed.

COURSE OBJECTIVE

This qualification provides a complete management-level overview of Continual Service Improvement, including all its related activities: how to design, develop,amd implement service management not only as an organizational capability but also as a strategic asset. Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

  • Introduction to Continual Service Improvement.
  • Continual Service Improvement Principles.
  • Continual Service Improvement methods and techniques.
  • Organizing for Continual Service Improvement.
  • Technology considerations.
  • Implementing Continual Service Improvement.
  • Challenges, Critical Success Factors and Risks.

PARTICIPANTS

The course syllabus covers the management-level concepts and core information of the activities and techniques within Continual Service Improvement, but not specific details about each of the supporting processes. The main target group for the ITIL Intermediate qualification Continual Service Improvement includes, but is not restricted to:

  • 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.
  • ITSM trainers involved in the ongoing management, co-ordination and integration of design activities within the service lifecycle.
  • Individuals who require a detailed understanding of the ITIL Continual Service Improvement stage of the ITIL Service Lifecycle and how it may be implemented to enhance the quality if IT service provision within an organization.
  • IT professionals working within or about to enter a Continual Service Improvement and requiring an understanding of the concepts, processes, functions and activities involved.
  • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advice to higher level ITIL Certifications.
  • Individuals seeking the ITIL Expert Certification 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.

COURSES OUTLINE

  • LEARNING UNIT 1: Introductory Lesson.
  • LEARNING UNIT 2: Introduction to Continual Service Improvement.
  • LEARNING UNIT 3: Continual Service Improvement Principles.
  • LEARNING UNIT 4: Continual Service Improvement Processes.
  • LEARNING UNIT 5: Continual Service Improvement Methods and Techniques.
  • LEARNING UNIT 6: Organizing for Continual Service Improvement.
  • LEARNING UNIT 7: Technology Consideration.
  • LEARNING UNIT 8: Implement Continual Service Improvement.
  • LEARNING UNIT 9: Challenges, Critical Success factors & risks.
  • LEARNING UNIT 10: Summary, Case Studies, Exam Preparation and Directed.

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Exam Format

  • Exam Type: Eight(8)Multiple Choice Questions, Scenario based, gradient scored questions. 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.
  • Exam Duration: 90 Minutes.
  • Pre-requisites: ITIL® V3/2011 Foundation Certificate OR ITIL® V2 Foundation Certificate plus Bridge Certificate AND Completion of an accredited course from an ITIL® Accredited Training Provider.
  • Supervised: Yes.
  • Open Book: No.
  • Pass Score: 28/40 or 70%.
  • Management examination question bank.

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