ITIL® Continual Service Improvement (CSI) eLearning - $699.00

  • Accredited by PeopleCert

  • Credits awarded: 3

  • 29 hours of course material

  • FREE exam voucher

  • Practice exams

  • Instant 6 months access

ITIL® Continual Service Improvement (CSI)

Course Overview -  Watch a Video

Study for a qualification in ITIL Continual Service Improvement (CSI) by taking an accredited online training course from Good e-Learning!

The purpose of this course is to help you gain a detailed understanding on industry practices in service management including, continually aligning and realigning IT services to changing business needs by identifying and implementing improvements to IT services that support business processes.

The course is designed to help you to prepare to take and pass the exam leading to the ITIL Intermediate Certificate in Continual Service Improvement. Success in the exam will also earn you 3 credits towards the 22 credits needed to gain the ITIL Expert qualification.

Our course has been accredited by PeopleCert, who are licensed by AXELOS as an Examination Institute for an ITIL Continual Service Improvement qualification in IT Service Management.

Why you should take this course:

ITIL Continual Service Improvement is a free-standing qualification and is one of five ITIL Service Lifecycle modules that can work towards you achieving your ITIL expert qualification.

The CSI qualification focuses on how organizations and individuals can strategically review the products and services they have produced following the strategy, design, transition and operation stages of the IT Service Lifecycle and offers guidance on how this process should be organized and executed.

This course is intended for management and supervisory level staff. You may be involved in Continual Service Improvement yourself, or you may just wish to understand the processes and principles involved, as they affect the work that you do.

Students who complete this course will have learnt:

  • A complete overview of CSI including all its related activities: to continually align and realign IT services to changing business needs by identifying and implementing improvements to IT services that support business processes

  • A good understanding of the Continual Service Improvement principles, its processes and other aspects of this crucial lifecycle stage

  • Improvement activities as they support the lifecycle approach through service strategy, service design, service transition and service operation

Key features of this course:

  • Accredited by PeopleCert

  • Credits awarded: 3

  • 29 hours of course material

  • 1x FREE exam voucher on request

  • Instant 6 months access

  • Quizzes and revision modules

  • Increase your earning potential by up to 20%

  • Average first time pass rate of 91%

 

Course Syllabus - Download the Datasheet

  • Module 1: Introduction to Continual Service Improvement

    • This module covers the core concepts of Continual Service Improvement in terms of its purpose, objectives, scope and its relationship to the other ITIL lifecycle stages.

      The candidate must be able to understand and describe:

      The purpose of continual service improvement
      The objectives of continual service improvement
      The Continual Service Improvement approach
      The input required from the business for effective improvement
      Continual service improvement’s value to the business

  • Module 2: Continual Service Improvement Principles

    • The learning objectives for this lesson cover the knowledge, interpretation and analysis of continual service improvement principles:

      The candidate must be able to understand and describe:

      Organizational change
      CSI register
      CSI and service frameworks
      Deming cycle
      Governance
      How the success of CSI depends upon an understanding of change within an organization and clear and unambiguous accountability and ownership
      It is important to understand how the CSI register supports the application of CSI, and makes use of knowledge management as part of an improvement initiative
      How CSI drives the adoption of, and is influenced by service level management and how frameworks, models, standards and quality systems fully support the concepts embodied in CSI
      How the Deming Cycle is critical to both the implementation and application of CSI
      CSI 7 step process
      IT Governance
      Frameworks, models, standards and quality systems

  • Module 3: Continual Service Improvement process

    • The module covers the managerial and supervisory aspects of the CSI process. It excludes the day-to-day operation of each process. More detailed process operation guidance is covered in the service capability courses.

      Each process is considered from the management perspective. That means at the end of this module you should understand those aspects that would be required to understand each process and its interfaces, oversee its implementation and judge its effectiveness and efficiency.

      The candidate must be able to understand and apply:

      The purpose, objectives and scope of the process and its value to the business
      The policies, principles and basic concepts which apply to it
      Triggers, inputs, outputs and interfaces
      CSFs and KPIs, challenges and risks
      High level process activities, methods and techniques

  • Module 4: Continual Service Improvement Methods and Techniques

    • This module introduces the methods and techniques which are primarily used to deliver CSI. The area of focus in this module relates to how to perform and interpret assessments, gap analysis, benchmarking, service measurement, metrics, balanced scorecards, SWOT analysis, service reports and return on investment.

      The module also explains how CSI can use availability, capacity, IT service continuity and problem management to support its activities.

      The candidate must be able to understand and describe:

      How to perform and interpret assessments and gap analysis
      How to perform and interpret benchmarking
      How to perform and interpret balanced scorecards, SWOT analysis, and service reports
      How to perform and interpret return on investment
      How to perform and interpret service measurement and metrics

  • Module 5: Organizing for Continual Service Improvement

    • This module covers the roles relevant to CSI and the nature of the activities and the skills required for the seven-step improvement process as well as how authority matrices (RACI) are used by CSI.

      The unit covers:

      Roles relevant to CSI and their responsibilities, skills and competencies, including: service owner, process owner, process manager, process practitioner and CSI manager (CSI 6.3)
      Roles relevant to CSI and their responsibilities, skills and competencies
      Nature of the activities and the skills required for the seven-step improvement process

  • Module 6: Technology Considerations for Continual Service Improvement

    • This module covers the technology and tools used to support CSI.

      In particular, holistic IT service management tools as well as tools for system and network, event, performance, project and portfolio and financial management.

      The candidate must be able to understand and describe:

      The technology and tools used to support CSI, in particular, holistic IT service management tools as well as tools for system and network, event, performance, project and portfolio and financial management.

  • Module 7: Implementing Continual Service Improvement

    • This module covers the factors to be considered when implementing Continual Service Improvement. It specifically looks at when and where to start, the role of governance and the effect of organizational change.

      The candidate must be able to understand and describe:

      Factors to be considered when implementing Continual Service Improvement
      When and where to start, the role of governance
      The effect of organizational change and communication strategies and planning

  • Module 8: Challenges, Critical Success Factors and Risks

    • The learning objective for this module is to understand the challenges, risks and critical success factors relating to CSI.

  • Module 9: Exam Preparation

    • This unit summarizes the material covered in the previous units and prepares candidates for the examination.

      It is likely that most course providers will wish to offer and review at least one opportunity for a mock examination.

 

Exams / Assessments

In order to achieve this ITIL Intermediate qualification, you must pass the ITIL® Continual Service Improvement Certificate in IT Service Management exam.

You can take the exam online (virtually) using a service provided by PeopleCert.

The examination will consist of a complex multiple choice, scenario-based closed book paper of 8 questions, to be answered within 90 minutes. To pass the exam you must get 28 out of 40 questions correct, or 70% and If successful, delegates will gain 3 credits towards ITIL Expert level. 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.

You will be tested on:

  • Introduction to Continual Service Improvement

  • Continual Service Improvement Principles

  • Continual Service Improvement process

  • Continual Service Improvement Methods and Techniques

  • Organizing for Continual Service Improvement

  • Technology Considerations for Continual Service Improvement

  • Implementing Continual Service Improvement

  • Challenges, Critical Success Factors and Risks

Before you book you can test that your computer configuration will meet the requirements for a PeopleCert exam, using this online test.

This test focuses on the suitability of your webcam, microphone and internet connection. Please Visit the PeopleCert website for a complete list of information and guidance.

 

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