Continual Service Improvement (150 days)

591.00

 

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.

9 Lessons
Study duration 21 hours self-study with the CSI core volume is recommended

 

Description

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

Course Options: 90 and 150 day courses are available

Prerequisites: 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 CSI core volume is recommended

Exam details: Exam duration: 90 minutes, Exam format: closed book, multiple choice, Exam delivery: online, webcam proctored, Exam pass mark: 70% (28/40 marks across 8 questions), Exam language: extra time is available for non-native English speakers, Exam value: 3 ITIL credits

Suitable for: ​Recommended for anyone working in Design / Development, including Development and Engineering, Process and Procedure Engineers and Application Developers and Managers

Course examples:

Additional information

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