Course Overview

ITIL Continual Service Improvement (CSI) is an ITIL Intermediate Module in the Lifecycle track, focusing on the processes techniques from the CSI that can be leveraged in alignment with the design, strategy, operation and transition phases of the IT Service Lifecycle.


The CSI module ensures that clients are continually served with quality products & services, and that companies also get high investment returns.


Proctorlearn offers 3-days intensive training in Bangalore on the ITIL Intermediate CSI course, led by high experience and certified trainers. Our course content includes 2 simulated ITIL Intermediate CSI mock tests with 80 sample questions.

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Eligibility

• At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
• A basic IT literacy and around 2 years IT experience are highly desirable
• Hold the ITIL® Foundation Certificate in IT Service Management
• ITIL® Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes)

ITIL Credit System

• Under the ITIL Credit System, you must earn a number of credits from each ITIL qualification to progress to the next level within the ITIL scheme.
• The CSI module is worth three credits towards the minimum of 17 required to progress to the Managing Across the Lifecycle module, which is the final step before the ITIL Expert Level.

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

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

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 seven-step improvement process

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

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

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

Implementing Continual Service Improvement:
CSI implementation: strategy, planning, governance, communication, project management, operation, as well as how to deal with cultural and organizational change

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

Q1. How many credits will I be eligible for?
You will obtain 3 credits towards ITIL Expert certification and 21 PDUs for PMI recertification.

Q2. What are the payment modes?
Visa Debit/ Credit Card, MasterCard, Amex.

Q3. What languages are the examination available in?
The Foundation examinations are in English, Chinese, Spanish, Russian, French, Japanese, Portuguese and German.
The Practitioner examinations are only in English.
The Service Manager examinations are in Russian, English and German.

Q4. What happens if I fail an exam?
In the unfortunate case you fail an examination, you can take part in another examination session, which is subject to a resit fee. There is no limit to the no. of times you can appear for the examination.
Exam pass rates are much higher for delegates who have sat an accredited training course. You should consider potential resit costs when choosing the most appropriate training route.

Q5. What is Prometric and what is its role?
Thomson Prometric is a global provider of online-based examinations. The ITIL Foundation test is available in the Prometric Authorized Testing Centers.

Q6. How long do I have to wait for the results of my multiple-choice examinations?
For each multiple-choice exam, every candidate receives the result paper and certificate within four weeks of the examination session.

Q7. Where are PDUs applicable?
PDU credits are awarded by Project Management Institute (PMI). They recognize your commitment to the Agile world through credit awards for every educational effort you make throughout your career. PDUs are offered by the PMI, and every PMI certification (except the CAPM) needs you to obtain a specific number of PDUs per 3-year certification cycle.