ITIL Intermediate Qualification: Continual Service Improvement

SKU: ITIL-INTERMEDIATE-CERTIFICATION-CONTINUAL SERVICE IMPROVEMENT (CSI)

Catalog: 

  • ITIL® Certification Workshop

Tags: 

  • ITIL Intermediate CSI Certification (Lifecycle Stream) Workshop

 

Overview
Increased competitiveness, complex business processes and technology explosion has lead to a compulsion of specialized skills marked as a mandatory for individuals involved in delivering these business services. Foundation level knowledge is nowadays a pre-requisite for perfoming service management activities, at the same time, it is also important to have specialized knowledge and expertise in handling practical real-life situations.
The ITIL Intermediate Qualification : Continual Service Improvement (CSI) is part of the ITIL Intermediate lifecycle stream and one of the modules that leads to ITIL Expert in IT Service Management Certificate.
 
Who should attend?
The course is designed for, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers
 
Course Prerequisites
Delegates willing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the 2011 Foundation or V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.
 
Course Objectives
• Plan key activities for continual service improvement processes
• Improve the quality of IT service provisioning within an organisation
• Learn to apply the seven step improvement process
• Evaluate continual service improvement processes with critical success factors and key performance indicators
• Implementation aspects of CSI within the IT service management lifecycle
• Learn and analyse CSI principles around reporting and balance score card
• Prepare for and take the ITIL Intermediate Qualification: Continual Service Improvement (CSI) Certification Exam
 
Course Outline
• Introduction to Continual Service Improvement
• Continual Service Improvement principles
• Continual Service Improvement process
• Continual Service Improvement methods and techniques
• Technology, Organisation and Implementation for Continual Service Improvement
• Analysis, justification and selection of the implementation approaches, challenges, critical success factors and risks
 
Course Mode:
• Instructor Led - Complete Classroom Learning with limited class size. The course includes work-based practical activities and discussions as well as real-life case studies.
 
Course Duration:
• 3 Days (Examination is conducted at the end of 3rd day of training)

 

 
Course Deliverables
• Pre-study enrollment pack consisting of ITIL reference materials
• Officially accredited extensive ITIL Courseware
• Real life case studies and practical assignments including extensive review sessions
• Official ITIL sample papers (2 sets)
• Extensive Support (Email/Phone) (Access to Innate Labs - ITIL Forums)
• Earn 24 PMI® PDUs
 100% passing guarantee - Else we pay your re-exam fees
 
Course Fees Includes:
• ITIL Training Fees
• ITIL 2011 Intermediate Qualification - Continual Service Improvement (CSI) Certification Examination Fees
• 4-Star Conferencing Facilities including lunch, Tea/Coffee
• Course Deliverables as stated above

Certification Examination Details:
• Examination Format : Multiple choice, scenario-based, gradient scored questions
• Number of Questions : 8
• Pass Score : 70% i.e. 28/40
• Exam Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary).
• Exam mode : Online or Paper Based Examination fully accredited by APMG-International - UK

 

Introduction and Overview

Goals and scope of CSI

  • The purpose and objectives of CSI
  • Embedding CSI into organisational processes
  • Explaining how CSI creates business value

CSI approach

  • Asking the right business questions to ensure that a CSI initiative is warranted
  • Illustrating the interfaces to other ITIL lifecycle stages

Principles of Continual Service Improvement

Establishing accountability

  • Defining unambiguous ownership and roles
  • Supporting the application of CSI with the CSI register
  • CSI and service level management

Providing adequate governance

  • Knowledge management as a main element in any improvement initiative
  • Implementing and applying CSI with the Deming Cycle
  • Service measurement
  • Ensuring effective governance with CSI
  • Supporting CSI with frameworks, models, standards and quality systems

The Seven-Step Improvement Process

Determining what to measure

  • Defining what you should measure: measurements that fully support the goals of the organisation
  • Defining what you can measure
  • Conducting gap analysis to identify what can be measured

Gathering the data

  • Processing the data to provide end-to-end perspective on service and/or process performance
  • Analysing the data: targets met, developing trends, corrective actions required, cost to fix
  • Presenting and using the information
  • Implementing corrective actions
  • Integrating CSI with the other lifecycle stages

Methods and Techniques

Activities for delivering CSI

  • Performing a gap analysis
  • Implementing benchmarking
  • Designing and analysing service measurement frameworks
  • Creating a return on investment
  • Articulating service reporting

Key metrics

  • Technology metrics
  • Process metrics (CSFs and KPIs)
  • Service metrics
  • Initiating a SWOT analysis
  • Measuring benefits to the business

Supporting CSI activities

  • Availability management
  • Capacity management
  • IT service continuity management
  • Problem management
  • Knowledge management

Organisation and Technology Considerations

  • Defining roles and responsibilities: service owner, process owner, process manager, process practitioner
  • Choosing organisational structures that support CSI
  • Specifying tool requirements for implementation success
  • Automated incident and problem resolution
  • Statistical analysis tools and business intelligence and reporting

Implementing Continual Service Improvement

Key considerations

  • Analysing where to start
  • Relating the role of governance
  • Determining the effect of organisational change
  • Constructing a communications strategy and plan

Implementation challenges and risks

  • Establishing critical success factors and KPIs
  • Developing risk-benefit analyses for adoption of continual service improvement

 

 

What is this course all about?
In this course, you learn how to plan, execute, manage and optimise the continual service improvement processes. Through personalized coaching, practical assignments, real life case studies, practice (mock) exams and extensive review sessions, you not only gain the requisite knowledge to take the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam but also gain detailed insights in the service continual service improvement guidance as provided by the ITIL Framework.
 
What background do I need?
As mentioned in the Course Details section, you would be requiring to hold ITIL 2011 Foundation Certificate OR ITIL V3 Foundation Certificate OR V2 Foundation plus Bridge Certificate to attend this course and take the ITIL Certification Exam on the final day of class.
 
Does this course counted towards the credits for ITIL Expert certification?
Yes, as you achieve the ITIL Intermediate Qualification: Continual Service Improvement, you gain three credits towards the ITIL Expert certification. To be able to gain the ITIL Expert certification, you require to earn minimum of 22 credits. Please refer: http://www.itil-officialsite.com/qualifications/creditprofiler.aspx
 
What were the changes to the syllabus as part of change for ITIL 2011 Edition?
The continual service improvement syllabus preserves the same structure as earlier, however the content within some of the sections has been modified or been rearranged. The introduction section has been streamline around the purpose and objectives of continual service improvement. The continual service improvement process section now emphasizes more closely on the seven-step improvement process, and some of the activities previously in the process sections have been added into the section covering continual service improvement methods and techniques. There are also modifications to the recommended contact hours across the sections.
 
Is this course aligned and updated according to the changes of ITIL 2011 Edition?
Yes. This course is updated as per latest ITIL 2011 edition.
 
What are the changes being made to ITIL Continual Service Improvement : Best Practice Guidance book for ITIL 2011 Edition?
The seven-step improvement process and its relationship with the Deming Cycle and knowledge management has been explained. The CSI model has been retitled the CSI approach, and the concept of a CSI register has been introduced as a place to capture details of all improvement initiatives within an organisation. Trivial changes have been made throughout the book to clarify the meaning and to improve readability. Particular focus has been made on recording the interfaces from CSI to other lifecycle stages.
 
What is the difference between Lifecycle and Capability Qualification Certification?
The Lifecycle and Capability certification forms the two streams/paths, or branches, of the ITIL intermediate-level qualification scheme.
The Lifecycle stream-which includes the continual service improvement qualification-consists of five modules or certifications. These certifications focus on the service lifecycle, the use of process and practice within the lifecycle and developing the skills needed to deliver quality service management practices in an organisation.
The Capability certificates, which are made up of four modules, are focused toward those who want a thorough understanding of ITIL processes and roles. The primary focus is on activities, execution and use of the processes throughout the entire service lifecycle.