MC-CSI
ITIL Intermediate: Continual Service Improvement
Summary
Duration
3 Days
Vendor
ITIL
Level
Intermediate
Technology
IT Service Management
Delivery Method
Instructor-led (Classroom)
Credits
3
Audience
CIOs, CTOs, Managers, Team leaders, IT Planners
Introduction:
The ITIL Intermediate: Continual Service Improvement (CSI) course is part of the ITIL Intermediate Lifecycle stream, and is one
of the modules that leads to ITIL Expert certification in IT Service Management.
The purpose of this training module and the associated certification is to impart, test, and validate the knowledge of industry
practices in service management as documented in the ITIL Continual Service Improvement publication.
Prerequisites:
Candidates wishing to be trained and examined for this qualification must already hold the latest ITIL Foundation
Certificate in IT Service Management which must be presented as documentary evidence to gain admission
Candidates who hold one of the following ITIL qualification(s) are also eligible, and similar evidence will be required:
o
Earlier ITIL (V2-V3) Foundation certificate
o
Foundation Bridge certificate
o
ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging
routes).
Course objectives:
After completing the ITIL Intermediate: Continual Service Improvement course, delegates will gain competencies in the following
areas:
CSI overview
CSI principles
CSI process
CSI methods and techniques
Organizing for CSI
Technology considerations
Implementing CSI
Challenges, critical success factors and risks
Target audience:
The target audience of the ITIL Intermediate: Continual Service Improvement course 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 organization
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 Certification 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.
Course Content:
Learning Unit CSI01: Introduction to continual
service improvement
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
How the success of CSI depends on understanding
change in the organization 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
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 sevenstep improvement process
Learning Unit CSI04: Continual service improvement
methods and techniques
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: Organizing for 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 organization
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
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
CSI
implementation:
strategy,
planning,
governance, communication, project management,
operation, as well as how to deal with cultural and
organizational change
Learning Unit CSI08: Challenges, critical success
factors and risks
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
Associated Certifications & Exam
This course will prepare delegates to write the ITIL Intermediate: Continual Service Improvement exam in IT Service
Management.
Successfully passing this exam will result in the attainment of the ITIL Intermediate: Continual Service Improvement Certificate
in IT Service Management.
The exam consists of Eight (8) multiple choice, scenario-based, gradient scored questions. Each question will have 4 possible
answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a
distracter and achieves no marks. Maximum 90 minutes for all candidates in their respective language.
Candidates completing an exam in a language that is not their mother tongue, and where the language of the exam is not their
primary business language, have a maximum of 120 minutes to complete the exam and are allowed the use of a dictionary.
Pass score: 28/40 or 70%
Upon successful completion of this course, delegates will receive a Torque IT course attendance certificate.
