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ITIL® Intermediate Certification: Service Lifecycle - Continual Service Improvement

16-18 Oct 2017 (€1,450 per seat)
Dublin
3 Days
Purpose: 

The ITIL Intermediate Qualification: Continual Service Improvement (CSI) Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.

This certification is intended to enable the holders of the ITIL® Foundation certificate in IT Service Management to acquire the skills needed to begin the practical application of the concepts, covered by this course, in support of the Service Management lifecycle.

Exam Information: 

90 minute mutliple choice exam with scenario based questions.

Online or paper exam.

Passmark is 70% (28/40)

Suitable for: 

The program is targeted at individuals who have attained the ITIL Foundation certificate in Service Management and who require a detailed understanding of the ITIL Continual Service Improvement phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation.

It is suitable for IT professionals working within or about to enter a Continual Service Improvement environment and requiring a detailed understanding of the processes, functions and activities involved,individuals seeking the ITIL Expert in IT Service Management for which this qualification is one of the prerequisite modules and individuals seeking progress towards the ITIL Master if IT Service Management for which the ITIL Expert is a prerequisite.   

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

The main target candidate for the ITIL Intermediate Qualification: Continual Service Improvement Certificate includes, but is not restricted to: 

  • Chief information officers (CIOs)
  • Chief technology officers (CTOs)
  • Managers
  • Supervisory staff
  • Team leaders
  • Service designers
  • IT architects
  • IT planners
  • IT consultants
  • IT audit managers
  • IT security managers
  • Service test managers and ITSM trainers.
  • Individuals who require a detailed understanding of the ITIL CSI phase of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation
  • IT professionals working within, or about to enter, a CSI environment and requiring a detailed understanding of the processes, functions and activities involved
  • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
  • Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.

 

The Continual Service Improvement Course covers the management and control of the activities and techniques within the Continual Service Improvement stage, but not the detail of each of the supporting processes.Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

- Introduction to Continual Service Improvement
- Continual Service Improvement Principles and Process
- Continual Service Improvement Methods and Techniques
- Organisation for Continual Service Improvement
- Technology for Continual Service Improvement
- Implementation Considerations
- Critical success factions and risk involved in Continual Service Improvement.    

Objectives:

The Continual Service Improvement Course covers the management and control of the activities and techniques within the Continual Service Improvement stage, but not the detail of each of the supporting processes.Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

- Introduction to Continual Service Improvement
- Continual Service Improvement Principles and Process
- Continual Service Improvement Methods and Techniques
- Organisation for Continual Service Improvement
- Technology for Continual Service Improvement
- Implementation Considerations
- Critical success factions and risk involved in Continual Service Improvement.    

Benefits:

The examination board is the Information Systems Examination Board (ISEB), which is a part of the British Computer Society (BCS).

The ITIL® Intermidiate level of certification is becominig increasingly popular and offers an internationally recognised level of competence and skill sets.

Detailed Content:

Learning Unit CSI01: Introduction to continual service improvement

Bloom’s Level 2 Objectives - Full understanding of CSI terms and core concepts.

  • The purpose, objectives and scope of CSI  
  • The value to the business of adopting and implementing CSI  
  • The context of CSI in the ITIL service lifecycle  
  • The approach to CSI, including key interfaces and inputs and outputs

Learning Unit CSI02: Continual service improvement principles

Bloom’s Level 4 Objectives – The knowledge, interpretation and analysis of improvement principles, techniques and relationships, and their application to ensure continual service improvement.

  • How the success of CSI depends on understanding change in the organisation and having clear accountability
  • How service level management and knowledge management influence and support CSI
  • How the complete Deming Cycle works, and how it can be applied to a real world example
  • How CSI can make effective use of the various aspects of service measurement
  • What situations require the use of frameworks and models, and examples of how each type can be used to achieve improvement

Learning Unit CSI03: Continual service improvement process

Bloom’s Level 4 Objectives – The knowledge, interpretation and analysis of improvement principles, techniques and relationships, and their application to ensure continual service improvement.

  • What the seven-step improvement process is, how each step can be applied and the benefits produced
  • How CSI integrates with the other stages in the ITIL service lifecycle
  • How other processes play key roles in the seven-step improvement process

Learning Unit CSI04: Continual service improvement methods and techniques

Bloom’s Level 4 Objectives – The knowledge, interpretation and analysis of improvement principles, techniques and relationships, and their application to ensure continual service improvement.

  • When to use assessments, what to assess and how a gap analysis can provide insight into the areas that have room for improvement
  • How to use benchmarking, service measurement, metrics, service reporting, including balanced scorecard and SWOT, to support CSI
  • How to create a return on investment, establish a business case and measure the benefits achieved
  • How techniques within availability management, capacity management, IT service continuity management and problem management can be used by CSI 

Learning Unit CSI05: Organising for continual service improvement

Bloom’s Level 4 Objectives – The knowledge, interpretation and analysis of improvement principles, techniques and relationships, and their application to ensure continual service improvement.  

  • The role of the CSI manager, and the roles of service owner, process owner, process manager and process practitioner in the context of CSI and how they can be positioned within an organisation
  • How to design, implement and populate a RACI (responsible, accountable, consulted, informed) diagram as well as how to use it to support CSI 

Learning Unit CSI06: Technology considerations

Bloom’s Level 4 Objectives – The knowledge, interpretation and analysis of improvement principles, techniques and relationships, and their application to ensure continual service improvement.  

  • The technology and tools required and how these would be implemented and managed to support CSI activities such as performance, project and portfolio management, as well as service measurement and business intelligence reporting 

Learning Unit CSI07: Implementing continual service improvement

Bloom’s Level 4 Objectives – The knowledge, interpretation and analysis of improvement principles, techniques and relationships, and their application to ensure continual service improvement.

  • CSI implementation: strategy, planning, governance, communication, project management, operation, as well as how to deal with cultural and organisational change 

Learning Unit CSI08: Challenges, critical success factors and risks

Bloom’s Level 4 Objectives – The knowledge, interpretation and analysis of improvement principles, techniques and relationships, and their application to ensure continual service improvement.

  • The challenges and risks such as staffing, funding, management, etc., which can be related to CSI and the details behind how each challenge can be addressed
  • The critical success factors related to CSI as well as how to measure and monitor them