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ITIL® Intermediate Lifecycle – Continual Service Improvement

This course is a four-day classroom training relevant for professionals who play a role in developing, implementing, managing and improving IT service quality in order to deliver business value. This course is a free-standing qualification and 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.

 

Objectives

This course and qualification presents a complete overview of CSI including all its related activities: to continually align and realign IT services to changing business needs by identifying and implementing improvements to IT services that support business processes. This qualification reviews improvement activities as they support the lifecycle approach through service strategy, service design, service transition and service operation.

 

Who Should Attend

This course aims at those IT consultants, IT service providers, IT senior managers, IT managers and supervisory staff, IT audit managers, IT security managers, service designers, IT architects who are involved in the developing, designing, managing, delivering and optimizing IT Services within the organization.

 

Course Outline

1.   Introduction to CSI

  • 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.

2.   CSI principles

3.   CSI process

4.   CSI methods and techniques

5.   Organizing for CSI

6.   Technology considerations

7.   Implementing CSI

8.   Challenges, critical success factors and risks

 

Prerequisite

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission.

Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be required:

• Earlier ITIL (V2) Foundation plus Foundation Bridge

• ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).

The examination duration is 90 minutes and is a closed-book paper containing 8 scenario-based gradient-scored MCQ (multiple choice questions).

Each question will have 4 possible answer options, one, 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.

A candidate is expected to answer all questions and must attain a score of 70% (28/40) and above to pass the examination and qualify for certification.

 

Duration

4 Days

 

 

 

All ITIL® courses are offered by BridgingMinds Network Pte Ltd.

ITIL® is a registered trade mark of AXELOS Limited.

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