ITIL Continual Service Improvement Course
The Lifecycle stream is targeted at delegates who will manage and implement ITIL processes.
The CSI course covers principles and processes that allow service providers to identify, prioritise and implement improvements to their services.
This Intermediate level certification will offer you an introduction to Continual Service Improvement, Continual Service Improvement principles and Continual Service Improvement processes:
easy to absorb lessons covering ITIL terminology, structure, concepts and processes
video tutorials, study guides and quizzes
21 hours self-study with the CSI core volume is recommended
Lessons in this training
CSI Course Introduction
Lesson 1 – Foundation Review Lesson
Lesson 2 – Service Management as a Practice
Lesson 3 – Introduction to CSI
Lesson 4 – CSI Principles Part 1
Lesson 5 – CSI Principles Part 2
Lesson 6 – The 7 Step Improvement Process
Lesson 7 – CSI Through the Lifecycle
Lesson 8 – Service Measurement
Lesson 9 – Metrics and Measurement
Lesson 10 – Return on Investment and the Business Case
Lesson 11 – Reporting, Service Level Management and the Business
Lesson 12 – Assessments and Benchmarking
Lesson 13 – Measurement and Reporting Frameworks and the Deming Cycle
Lesson 14 – Supporting Methods and Techniques
Lesson 15 – Organising for CSI
Lesson 16 – Critical Success Factors, Challenges and Risks
Lesson 17 – Implementing CSI
Lesson 18 – Technology Considerations
Lesson 19 – the Sample Exam
Delegates must hold the ITIL Foundation Certificate in IT Service Management (ITIL V3 or later, or ITIL V2 + the V2-V3 Foundation Bridge)
21 hours of study via an accredited training solution – confirmed by your course completion certificate
2 years IT experience is desirable
21 hours of self-study using the Service Transition core volume is recommended
closed book, multiple choice
online, webcam proctored. Read more here
Exam pass mark:
70% (28/40 marks across 8 questions)
extra time is available for non-native English speakers.
3 ITIL credits
90 days access + Exam + eBook
90 Days Online Access
SD - Core volume online access
Who's it for
Recommended for Project Managers, Data Center Management, Data and Networks Managers, Operations Managers and anyone working in Development, Testing, QA, Change and Configuration or Asset Management
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