ITIL® Continual Service Improvement (CSI) Certification Training

What will I learn?

In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the Continual Service Improvement (CSI) phase of the service lifecycle. You’ll learn more about managing and controlling the activities and techniques within the CSI stage, not the details of each of the supporting processes. This course includes lectures, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and positions you to successfully complete the associated exam.

The main process focus areas of this course include:

• Service management as a practice and CSI principles, purpose, and objective
• How all CSI processes interact with other service lifecycle processes
• Sub-processes, activities, methods, and functions used in each of the CSI processes
• Roles and responsibilities within CSI and the activities and functions to achieve operational excellence
• How to measure CSI performance
• Technology and implementation requirements in support of CSI
• Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks related with CSI

Other objectives include:

• Review, analyze and make recommendations on improvement opportunities in each lifecycle phase
• Service strategy
• Service design
• Service transition
• Service operation
• CSI itself
• Identify and execute singular exercises to enhance IT service quality and enhance the productivity and Adequacy of empowering ITSM forms
• Improve cost viability of conveying IT services without yielding consumer loyalty
• Ensure applicable quality management method is used

Syllabus:

Module 1: Introduction to Continual Service Improvement

• The purpose of continual service improvement
• The objectives of continual service improvement
• The Continual Service Improvement approach
• The input required from the business for effective improvement
• Continual service improvement’s value to the business

Module 2: Continual Service Improvement Principles

• Organizational change
• CSI register
• CSI and service frameworks
• Deming cycle
• Governance
• CSI 7 step process
• IT Governance
• Frameworks, models, standards and quality systems

Module 3: Continual Service Improvement Process

• The purpose, objectives and scope of the process and its value to the business
• The policies, principles and basic concepts which apply to it
• Triggers, inputs, outputs and interfaces
• CSFs and KPIs, challenges and risks
• High level process activities, methods and techniques

Module 4: Continual Service Improvement Methods and Techniques

• Learn to perform and interpret assessments and gap analysis
• Learn to perform and interpret benchmarking
• Learn to perform and interpret balanced scorecards, SWOT analysis, and service reports
• Learn to perform and interpret return on investment
• Learn to perform and interpret service measurement and metrics

Module 5: Organizing for Continual Service Improvement

• CSI and their responsibilities
• Skills and competencies

Module 6: Technology Considerations for Continual Service Improvement

• Learning Objectives
• IT service management tools
• Event, performance
• Project and portfolio
• Financial management.

Module 7: Implementing Continual Service Improvement

• Implementing Continual Service Improvement
• Role of governance

Module 8: Challenges, Critical Success Factors and Risks

• Understand the challenges, risks and critical success factors relating to CSI.

Is this right for me?

As with any of the Intermediate modules, it is recommended that candidates have exposure to basic concepts in IT and have atleast two years professional experience working in IT Service Management.

The Continual Service Improvement qualification would suit candidates in the following IT professions or areas:

• Release Manager
• Problem Manager
• Security Administrator
• Service Desk and Incident Manager
• Applications Support
• Network Support
• IT Operations Manager
• Security Manager
• Database Administrator

Cost of ITIL® CSI Certification

Standard cost for ITIL® Continual Service Improvement training & certification course is INR 32,000 per participant.

We keep coming with exciting discounts for our participants. Check the current discounted price by calling us. You can also drop an email enquiry and one of our executives will get back to you ASAP.

Pre Requisites:

You must be ITIL® Foundation certified to appear for ITIL Intermediate Continual Service Improvement qualification.

Job Prospects

A lot depends on your professional background, experience, the speed at which you understand ITIL® and the interest you have in the IT processes.

If you are entry-level or have a couple of years of IT experience, you can expect to be hired as a process coordinator. A process coordinator ensures that the administrative activities in a process are carried out as designed. Incident coordinator, change coordinator and configuration analyst are some of the coordinator roles available in ITIL-based IT service management.

At a mid-management level, with a minimum of five years of experience, you may be asked to manage processes end-to-end. You’ll have coordinators reporting to you, and you would be accountable for ensuring those activities in service management which are compliant to the processes. Problem manager, release manager and service desk manager are some of the other managerial roles.