ITIL Intermediate Lifecycle: Continual Service Improvement (CSI)
This course covers the concepts, processes, policies and methods associated with the Continual Service Improvement (CSI) phase of the Service Lifecycle.It covers the management and control of the activities and techniques within the CSI stage, but not the detail of each of the supporting processes.Participants benefit from an optimal mix of learning methods to build their ITIL knowledge with respect to CSI, learn to apply this knowledge in real life, and positions the participants to successfully complete the exam.Upon completion of this course, the participant will gain competencies in:

–          Service Management as a Practice

–          CSI principles, purpose and objective

–          CSI processes interact with the Lifecycle processes

–          CSI sub-processes, activities, methods and functions

–          CSI roles and responsibilities, activities and functions

–          CSI performance measure

–          CSI technology and implementation requirements

–          CSI challenges, critical success factors and risks

Pre-requisites –          Hold an ITIL Foundation Certificate-          There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable
Target Audience –          CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects-          Individuals seeking the ITIL Expert certification
Duration

–       24 hours over 3 days Classroom

Certification –          ITIL® Intermediate Lifecycle: Continual Service Improvement certificate of attendance-          PMI ® PDUs : 24
Exam (Optional) –          Evidence of ITIL v3 Foundation Certificate-          Completion of Continual Service Improvement (CSI) Lifecycle course from an Accredited Training Provider-          The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions-          Exam duration is a maximum 90 minutes for all candidates in their respective language

–          Pass score is 28/40 or 70%.

Outline 

 

 

 

 

–          Introduction-          CSI Principles-          CSI Processes-          CSI methods and techniques

–          Organizing for CSI

–          Technology considerations

–          Implementation of CSI

–          Challenges, Critical Success Factors and Risks

–          Exam Practice