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ITIL Intermediate CSI

ITIL Intermediate Continual Service Improvement (CSI) certification will showcase your ability to apply principles, methods, techniques and best practice elements of metrics-driven continual improvement within the ITIL service lifecycle. The course is one of the key qualifications in ITIL Expert training but can also serve as a free-standing qualification to establish your expertise in continual service improvement and enhance your IT service management career opportunities.

ITIL Intermediate Continual Service Improvement (CSI) Certification is an intermediate level certification offered to professionals within the ITIL service management qualification program. The Continual Service Improvement Certificate is a free-standing qualification, but is also a key component of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.

This training module and the associated exam and certificate will test and validate your knowledge of industry best practices in service management documented in the ITIL Continual Service Improvement publication. We brings ITIL Intermediate CSI certification training to professionals who want the convenience of self-paced learning coupled with an online classroom learning environment.

Skills you will learn

  • Define continual service improvement and describe continual service improvement principles and processes
  • Implement continual service improvement methods, techniques and industry best practices
  • Define strategies for challenges, CSFs and risk factors

Who should take this course?

The main target group for this qualification includes, but is not restricted, to:

  • Chief Information Officers (CIOs)
  • Chief Technology Officers (CTOs)
  • Service designers
  • IT architects
  • IT planners
  • IT consultants
  • IT audit managers
  • IT security managers

Introduction to continual service important

1
The purpose and objectives of CSI
2
The scope of CSI
3
The value to business of adopting and implementing
4
The approach to CSI
5
The business questions to be asked to ensure that a CSI initiative is warranted
6
The context of CSI in the ITIL service lifecycle
7
The inputs and outputs to CSI

Continual service improvement principles

1
How the success of CSI depends upon an understanding of cahange withtin an organization
2
How the success of CSI depends upon a clear and unambiguous ownership and accountability
3
How the CSI register supports the application of CSI
4
How CSI drives the adoption of, and is influenced by, service level management
5
How knowledge management is a main element of any improvement initiative
6
How the Deming Cycle is critical to both the implementation and application of CSI
7
How CSI can make effective use of the various aspects of service measurement
8
How CSI can be used to ensure good governance where goals are aligned and good management is achieved
9
How frameworks, models, standards and quality systems fully support the concepts embodied in CSI

Continual service improvement process

1
Purpose and objectives
2
Scope
3
Value to business
4
Policies, principles and basic concepts
5
Process activities, methods and techniques
6
Triggers, inputs, ouptuts and interfaces
7
How other processes play key roles in the seven-step improvement process

Continual service improvement methods and techniques

1
When to use assessments and what to assess
2
How a gap analysis can provide insight into the areas that have room for improvement
3
Benchmarking. Specifically, the candidate will be able to describe and apply the approach to, and implementation of, benchmarking
4
Service measurement. Specifically designing and analyzing service
5
Metrics. Specifically, the candidate will be able to describe the importance of properly defining metrics and measurements, demonstrate setting targets, and describe, use and interpret metrics, scorecards and reports, including balanced scorecard and SWOT analysis
6
Return on investment. Specifically, the candidate will be able to demonstrate how to create a return on investment, establish a business case and measure the benefits achieved
7
Service reporting. Specifically, articulating reporting policies and rules
8
How availability management techniques such as component failure impact analysis, fault tree analysis, service failure analysis, technical observation and the expanded incident lifecycle can be used by CSI
9
How capacity management techniques such as business, service and component capacity management, workload and demand management, and the iterative activities of capacity management can be used by CSI
10
How CSI needs to take IT service continuity management requirements into consideration and how CSI can use risk management to identify areas for improvement
11
How problem management supports the activities of CSI
12
How knowledge management supports CSI

Organizing for Continual service improvement

1
Service owner
2
Process owner
3
Process manager
4
Process practitioner
5
CSI manager
6
The nature of the activities and the skills required for the seven-step improvement process
7
Comparing the CSI manager role with other relevant roles
8
How the responsibility model (RACI) can be used when defining roles and responsibilities in CSI

Technology considerations

1
IT service management suites
2
Systems and network management
3
Event management
4
Automated incident/problem resolution
5
Performance management
6
Statistical analysis tools
7
Project and portfolio management
8
Financial management for IT services
9
Business intelligence/reporting

Implement continual service improvement

1
Critical considerations and where to start
2
The role of governance to CSI
3
The effect of organizational change for CSI
4
A communication strategy and plan

Challenges critical success factors and risks

1
The challenges facing CSI
2
The appropriate critical success factors for CSI
3
The risks associated with implementing CSI
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