v3 Continual Service Improvement

ITIL®

Duration: 3 days
Prices From: £945 per delegate (excluding VAT)

Online Resources High Quality Colour Courseware Post Course Tutor Support All Lunch and Refreshments Inclusive Pass Guarantee Scheme All Course Materials Inclusive

Course Outline

The ITIL® Intermediate Certificate in Continual Service Improvement (CSI) forms part of the Lifecycle series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL Service Management Expert qualification. It will give candidates a deep level of understanding of CSI processes and roles.

The ITIL v3 Intermediate Continual Service Improvement course is inclusive of colour courseware, examinations, refreshments & lunch, post course tutor support, and pass guarantee.

ITIL v3 Intermediate Continual Service Improvement Course Schedule >>

Course Overview:

This course is intended to enable delegates with a Foundation-level knowledge of IT Service Management to apply good practice in processes pertaining to the CSI lifecycle phase. The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, delegates will be able to sit the ITIL Intermediate examination in Continual Service Improvement worth 3 credits¹.

Course Content²:

    1. Introduction to CSI

    • Purpose, Goals and Objectives
    • Scope and Approach of CSI
    • Interfaces with Other Lifecycle Phases
    • CSI and Business Value

    2. CSI Principles
    3. CSI Processes

    • 7-Step Improvement Process
    • Service Reporting
    • Service Measurement
    • ROI for CSI
    • CSI and Business Questions
    • CSI and Service Level Management

    4. CSI Methods and Techniques

    • Assessments
    • Benchmarking
    • Measuring and Reporting Frameworks
    • Balanced Scorecard
    • SWOT Analysis
    • Deming Cycle
    • CSI and Other Service Management Processes

    5. Organising CSI

    • Roles and Responsibilities
    • Organisational Context

    6. Tools and Technology for CSI
    7. Implementing CSI

    • Where to Start?
    • Governance
    • Organisational Change
    • Communications Strategy and Plan

    8. Challenges, CSFs and Risks

Course Objectives:

This course will enable participants to:

  • Understand the importance of Service Management as a Practice;
  • Understand CSI Principles and Processes;
  • Carry out common CSI activities;
  • Organise CSI effectively;
  • Recognise CSI functions and technology-related activities;
  • Understand how to implement CSI; and
  • Understand and analyse challenges, Critical Success Factors and risks related to CSI.

Who Will Benefit?

This course is aimed at individuals who have attained the V3 ITIL Foundation certificate in Service Management and who wish to advance to higher level ITIL certifications. It will give delegates a detailed understanding of the ITIL CSI phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation.

Individuals who may find this course of interest include IT professionals working within or about to enter a CSI environment and requiring a detailed understanding of the processes, functions and activities involved, as well as those who are seeking the ITIL Expert qualification in IT Service Management.

Examination:

  • Eight complex multiple-choice questions (multi-part, scenario-based, gradient-scoring), closed book
  • 90 minutes
  • 70% pass mark, distinction mark to be confirmed

Course Materials:

Delegates will receive a copy of FGI's ITIL Intermediate Certificate in CSI courseware, along with the CSI volume of the ITIL Core Books.

¹ Certain conditions apply – ask your Account Manager for details.
² TBC once Final Syllabus published by APMG

Public Course Schedule

Here are some upcoming courses from our public schedule, for a full list of dates please view our course schedule.

v3 Continual Service Improvement (Non-Residential)
Location Start Date Days Price
ex. VAT		 Offers
ex. VAT
Next »
London 06/09/2010 3 £945 £845 Book Enquire
Coventry 13/09/2010 3 £945 £845 Book Enquire
London 01/11/2010 3 £945 £845 Book Enquire
Coventry 06/12/2010 3 £945 £845 Book Enquire
London 13/12/2010 3 £945 £845 Book Enquire
Warwick 14/02/2011 3 £945 Book Enquire
London 07/03/2011 3 £945 Book Enquire

Private On-Site Training

This course can also be taught privately at your workplace by our accredited trainers, for more information read about our on-site training.

Why train with FGI?

AdSource not found