ITIL ® Intermediate – Continual Service Improvement (CSI)
Continual Service Improvement (CSI) is one of ITIL core publications in Service Lifecycle. This course trains participants in the practical aspects of the ITIL® Service Lifecycle and processes associated with the Continual Service Improvement. This also focuses on the process elements that align business and IT, CSI aims to link IT deliverables to meeting business goals, requirements and service management principles. Participants will be provided with practical and hands-on learning experiences using a scenario-based approach.
Participant's successfully passing CSI phase would lead to obtaining a Continual Service Improvement (CSI) certification issued by the AXELOS Limited, UK, and a step closer to being an ITIL Expert in IT Service Management Certification.
• Intense, Interactive Classroom Training
• APMG Accredited courseware
• Program delivered by Faculty who are Approved & Accredited by APMG UK with Highest Proficiency and having vast Industry Experience.
• Assist Candidates with Career Planning, Growth & Development
At the end of this course, participants will learn:
• Best Practice guidance for CSI stage of IT Service Life Cycle
• Ensuring Quality management methods are used to support continual improvement activities
• Ensuring that processes have clearly defined objectives and measurements that lead to actionable improvements
• Understanding what to measure, why it is being measured & what the successful outcome should be
• Achieving overall health of ITSM as a discipline
• Achieving current and future business needs
• Attaining maturity and capability of the organization
• providing Continual improvement of all aspects of the IT
• Introduction to Continual Service Improvement (CSI)
• CSI Principles
• CSI Processes
• CSI Improvements Methods & Techniques
• Organizing for CSI
• Technology Considerations
• Implementing CSI
• Scenario based exercises
• Challenges, Critical Success Factors, Risks
• Scenario Based Exercises and thorough review
• Tips in choosing the best answer
• Examination Preparation, Mock Examinations & Review
• APMG International, UK Certification exam on CSI
• 21 Learning Hours Certificate all participants.
• APMG Accredited courseware
• ITIL 2 sets of Scenario & Questions Exercises that will prepare the participants for final exam.
• Tips to successfully attempting the ITIL CSI Certification Exam
• Certification Examination from APMG International – UK
The target group of the ITIL Intermediate Qualification: CSI certificate includes, but is not restricted to:
• Chief information officers (CIOs)
• Chief technology officers (CTOs)
• Supervisory staff
• Team leaders
• Service designers
• IT architects
• IT planners
• IT consultants
• IT audit managers
• IT security managers
• Service test managers and ITSM trainers.
• Individuals who require a detailed understanding of the ITIL CSI phase of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization.
• IT professionals working within, or about to enter, a CSI environment and requiring a detailed understanding of the processes, functions and activities involved
About Certification Examination
ITIL Intermediate Certification on CSI
About the Examination:
• Exam Format: Multiple choice, scenario-based, gradient scored questions.
• Number of Scenarios: 8
• Number of Question per scenario: 1
• Number of probable answers for each question: 4
• Scoring: Best Ans=5; second Best Ans =3; slightly correct Ans=1; Distractor=0
• Pass Score: 28/40 or 70%
• Exam Delivery: Online or paper based
• Exam Duration: 90 minutes
• Open/Closed Book: Closed Book
• An ITIL Foundation certificate v2 with v2-v3 bridge or later.
• Candidates must have undertaken at least 21 contact hours for this syllabus as part of a formal, approved training course/scheme. Contact hours are hours of instruction, excluding breaks, with an accredited training organization (ATO) or an accredited e-learning solution.
• A basic IT literacy and around 2 years IT experience are highly desirable
Upon successfully achieving the Continual Service Improvement, the participant will earn 3 credits in the ITIL Continual Service Improvement qualification scheme.