ITIL® Continual Service Improvement (CSI) eLearning - $599 (with exam)

https://www.goodelearning.com/courses/it-service-management/itil-continual-service-improvement

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Key Features:

  • Fully accredited:

  • Exam voucher included:

  • Free resit (T&Cs apply):

  • Course duration: 25+ hours

  • Access period: 6 months

  • Credits awarded: 3

  • Tutor support:

  • Quizzes & practice exams:

  • Mobile compatible:

ITIL® Continual Service Improvement (CSI)
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  Wasn't sure if I should do in-class or self paced. The ITIL training from Good e-Learning was well organized and the quizzes were a great recap. I passed the exam!  

About this course:

Earn your ITIL Continual Service Improvement (CSI) certification with the award-winning team at Good e-Learning!

ITIL CSI is all about continually reviewing IT-powered services, even past the point of deployment, for the sake of finding ways to constantly optimize their efficiency, functionality, reliability, and overall value. This course will teach you everything you need to know to pass the ITIL CSI exam, as well as understand the relationship between CSI and other ITIL Service Lifecycle stages. Kickstart your ITIL V3 training and get one step further towards becoming a certified ITIL Expert!

Who is this course aimed at?

  • ITIL Learners who have passed the ITIL V3 Foundation exam

  • Organizations that wish to fully adopt ITIL V3’s best practices

  • Anyone seeking a practical understanding of the purpose, objectives, and strategy of ITIL Continual Service Improvement (CSI), along with its relationship with other ITIL Lifecycle stages and its value for businesses

  • Learners seeking to pass the ITIL Continual Service Improvement (CSI) exam on their first attempt

What will you learn by taking this course?

  • A complete overview of ITIL CSI and all its related activities, including continually aligning and realigning IT services in order to meet changing business needs by identifying and implementing necessary improvements

  • The principles of the Continual Service Improvement module, as well as its processes and other aspects of this crucial ITIL Service Lifecycle stage

  • Improvement activities used to support the ITIL Service Lifecycle through Service Strategy (SS), Service Design (SD), Service Transition (ST), and Service Operation (SO)

  • Everything needed to pass the official ITIL Continual Service Improvement (CSI) exam

Why should you take this course?

  • ITIL is one of the world’s most popular and successful frameworks for IT service management

  • Good e-Learning is an award-winning training provider as well as an accredited ‘Market Leader’ for ITIL training

  • The course features interactive slides, custom graphics, and instructor-led videos, along with other online training assets created with help from highly experienced ITIL practitioners

  • The course features regular knowledge checks, expert tutor support, as well as a practice exam simulator

  • Passing the ITIL Continual Service Improvement (CSI) exam is worth three ITIL credits, which can be used to qualify for the ITIL MALC exam

  • We offer each student 6 months of access, a FREE exam voucher, as well as a FREE resit with Exam Pledge (T&Cs apply)

  • This course is fully accredited by PeopleCert on behalf of AXELOS

Module 1: Introduction to Continual Service Improvement

Learning Objectives

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

Learning Objectives

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

Learning Objectives

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

Learning Objectives

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

Learning Objectives

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

Learning Objectives

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

Learning Objectives

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

Learning Objectives

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

Module 9: Exam Preparation

Learning Objectives

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.

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.

This course comes with a FREE exam voucher and is eligible for exam pledge (a free resit on us!) - That's how confident we are that you'll pass first time!

Before booking your exam, it will be a good idea to make sure that your device meets the technical requirements. You can do so via this online test. This test will examine the suitability of your webcam, microphone and internet connection. Please visit the PeopleCert website for more information and guidance.

ITIL v3 Intermediate CSI exam:

  • It is a complex multiple-choice exam with 8 scenario-based questions

  • There is a time limit of 90 minutes to complete the exam

  • The exam is closed book, with only the provided materials being permitted for use

  • The pass mark for the exam is 70%: you must get 28 out of 40 questions correct

  • Successfully passing the exam will earn delegates 3 credits towards ITIL Expert level

  • In countries where English is a second language, the time allocated for the exam is extended to 120 minutes

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

What is ITSM?

ITSM stands for 'IT Service Management': using policies, procedures, and best practices to optimize IT services for clients and employees.

What is ITIL 4?

ITIL 4 is the latest iteration of ITIL, the world's leading framework for ITSM. It offers a series of best practices to help IT-powered organizations design, develop, and continually improve their IT services.

What does the ITIL certification path look like?

Students start with 'ITIL Foundation'. Passing the Foundation exam then enables them to choose modules in the 'ITIL Managing Professional' or 'ITIL Strategic Leader' streams.

After passing all intermediate modules, students can then move on to the rank of 'ITIL Master'.

How much is an ITIL certification worth?

According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 (or £18,000 and over £118,000), depending on their experience, role, and certification level.

How does ITIL work?

ITIL provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous improvement, ensuring that users can enjoy long term benefits with IT services continually aligned with business goals and strategies.

It also aims for resource optimization and looks to continually improve essential processes.

How can ITIL benefit businesses?

ITIL 4 is a modernized framework that fully-equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organizations to deliver top-quality IT products and services whilst also continually reviewing their own processes.

ITIL 4 is also highly adaptable, not only making it future-proof but also allowing users to combine it with other popular methodologies such as DevOps.

What's new with ITIL 4?

There were three major changes with the release of ITIL 4. Firstly, it is more industry and community-driven, with ITIL practitioners helping to update the framework. Next, it can be easily integrated with other popular frameworks, such as DevOps, Agile, and Lean. Finally, ITIL 4 has an all-new certification path.

What is AXELOS?

AXELOS is a joint venture company behind a variety of highly popular best practice frameworks, including ITIL 4, PRINCE2, MSP, and AgileSHIFT.

What other frameworks can complement ITIL?

ITIL 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.

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Key Features:

  • Fully accredited:

  • Exam voucher included:

  • Free resit (T&Cs apply):

  • Course duration: 25+ hours

  • Access period: 6 months

  • Credits awarded: 3

  • Tutor support:

  • Quizzes & practice exams:

  • Mobile compatible:

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Mark Smalley

Mark Smalley - Course Advisor

Leading IT Management Consultant, Author & Contributor to the ITIL 4 Framework

  Many individuals and corporate organizations around the world use Good e-Learning to remain relevant in today's changing world. Their ITIL courses are attractively presented and easy to follow giving students the best possible chance at succeeding in the examination  

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As long as you have completed the course in full and have scored at least 80% on the exam simulator, you will be eligible for Exam Pledge. Proof of date for the first exam failure must be provided and the resit must be booked within 3 months of the failed first exam. Exam Pledge is only available for courses purchased on or after 01/10/2019 and cannot be used for anyone sitting an exam for the third time. The course must be purchased directly through www.goodelearning.com and must have a valid order number. Please see full terms here.

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