- IT Service Management
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
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.
• 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
• 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
• 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.
• 3 Days (Examination is conducted at the end of 3rd day of training)
• 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
Principles of Continual Service Improvement
Providing adequate governance
The Seven-Step Improvement Process
Determining what to measure
Gathering the data
Methods and Techniques
Activities for delivering CSI
Supporting CSI activities
Organisation and Technology Considerations
Implementing Continual Service Improvement
Implementation challenges and risks
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.
Innate Labs is a high end IT services, training and consulting organization providing IT services, training and consulting in the field of software quality assurance & testing, software development methodologies, process improvement, Service management and project management.
Intermediate Level - Lifecycle Stream
"It not only helped me to achieve ITIL certification but also provided me the practical insights to improve my day to day work and help my organization achieve ISO 20000."
IT Manager, QSG - Vadodara
"The course was really good in terms of facility, faculty and materials provided. Faculty was able to explain all our questions in detail to understand ITIL concepts thoroughly which helped in clearing the ITIL certification exam with ease."
Network Administrator, L&T Infotech, Pune
"Trainer is very good and he has lot of patience to clear all the doubts and having a good command over the topic too. My special thanks to Innate Labs team to help us get the most valued certification in IT Service management - ITIL from OGC, UK. Scored 98% in the exam.
Senior Manager - IT Infrastructure - Reliance Industries Limited
It not only helped me to clear the exam but also provided me the practical insights to improve my day to day work and help my organization achieve ISO 20000."
Senior Manager (IT), Gujarat Gas, Ahmedabad
"I was skeptical about this course and certification as to whether it would actually add value to my career or not. Attended the course last month and I am amazed by the knowledge points as well as best practices I have learnt. It helped me to clear the ITIL exam too with 95%."
System Admin, Rishabh Software, Vadodara
"I am extremely happy for doing ITIL course in Innate Labs. It was a 2 day knowledgeable journey with you. Before I joined Innate Labs Training , I didn't had much knowledge about ITIL stream and even Innate Labs. But after I started to learn this course, I definitely gained much more knowledge than I had expected. "
Head (Operations), Tulip, Mumbai
I am pleased by the exemplary knowledge and practices I have came across in this training workshop conducted by Innate Labs. Becoming a foundation level certified ITIL professional (87%) provided me with a accelerated career growth in my current organization too."
Senior Consultant, Ernst & Young, UAE
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