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

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  • Accredited by PeopleCert

  • Credits awarded: 3

  • 29 hours of course material

  • FREE exam voucher

  • Practice exams

  • Instant 6 months access

This eLearning course contains all the learning materials you need in order to prepare for the ITIL CSI exam.

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

The official mock exams are provided and the course includes a module on how to approach these, working through some examples.

In addition to the resources provided, the examination guidance recommends that candidates should complete at least 21 hours of personal study. You will also have the option to get help from the Good e-Learning tutors at any time!

 

Full Details of our ITIL CSI Course:

Each of the syllabus areas will be covered in a module of the course; each module may contain a number of lessons, dependent on the areas covered.

Browse the contents of this eLearning course by clicking on a module title below that you would like to know more about. Why not try a free trial module of our course before you buy!

  • 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.

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