ITIL Intermediate CSI Training and Certification Course

 

ITIL Intermediate CSI Certification Training

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All Upcoming ITIL CSI Training Schedule


Key Features of ITIL CSI Certification Training

  • 2 - Day interactive instructor-led ITIL CSI training
  • Highly qualified, certified, and accredited trainers
  • ITIL CSI course adhered to global standards
  • AXELOS official ITIL CSI certificate
  • Get ITIL CSI Study Guide created by subject matter experts
  • 97.7% pass success rate
  • Get to know industry best practices and case studies
  • Prepare better with sample mock tests

Insights about ITIL CSI Training Course

Job roles that can benefit from ITIL Continual Service Improvement training include, but are not limited to:

  • IT Managers / Support teams
  • System Administrators / Analysts
  • Operations Managers
  • Database Administrators
  • Service Delivery Professionals
  • Quality Analysts
  • Application Management team / Development team
  • Process Owners / Practitioners

In order to take the ITIL Intermediate Continual Service Improvement certification examination, you must satisfy the following eligibility criteria:

  • You must hold the ITIL Foundation certificate in IT Service Management
  • You must have at least 21 contact hours of instruction for the syllabus from an accredited training organisation
  • Type: Multiple choice
  • No Of Questions: Eight scenario-based and gradient-scored questions
  • Examination duration: 90 minutes
  • Result: 28 marks required to pass (out of 40 available), equivalent to 70%

Syllabus of ITIL CSI Training

  • Introduction to Continual Service Improvement
  • Continual Service Improvement Principles
  • Continual Service Improvement Process
  • Continual Service Improvement Methods and Techniques
  • Organising for Continual Service Improvement
  • Technology Considerations
  • Implementing Continual Service Improvement
  • Challenges, Critical Success Factors and Risks

ITIL CSI Training Agenda

The daily agenda of the 2-day ITIL CSI Training is detailed below:

    • 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 the success of CSI depends upon an understanding of change within an organization
    • How success of CSI depends upon a clear and unambiguous ownership and accountability
    • How 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
    • The seven step improvement process
    • Purpose, objective, scope, value to business
    • Policies, principles and basic concepts
    • Process activities, methods and techniques
    • Triggers, Inputs, outputs and interfaces
    • Critical success factors and key performance indicators
    • Challenges and risks
    • How other processes play key roles in the seven step improvement process
    • When to use assessments and what to assess
    • How a gap analysis can provide insight into the areas that have room for improvement
    • Benchmarking
    • Service measurement
    • Metrics
    • Return on investment
    • Service Reporting
    • How problem management supports the activities of CSI
    • How knowledge management supports CSI
    • 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 and responsibilities in 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
    • Challenges facing CSI
    • The appropriate critical success factors for CSI
    • The risk associated with implementing CSI

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