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 Course Benefits
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Learn how to successfully implement ITIL Continual Service Improvement best practices
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Learn how all processes in ITIL CSI interact with other ITIL Service Lifecycle Processes
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Learn the sub-processes, activities, methods and functions used in each CSI processes
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Understand the roles and responsibilities within ITIL CSI and the activities and functions to achieve Service Improvement excellence
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Identify Challenges, Critical Success Factors and Risks associated to ITIL Continual Service Improvement
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Learn the knowledge required to pass the ITIL Continual Service Improvement Exam
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Gain an additional 3 credits towards your ITIL Expert certification status |
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Course Quick Links
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Continual Service Improvement - Course Introduction
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The Service Lifecycle stream contains five courses that all focus on concepts relevant to management and control.
This ITIL V3 Intermediate Qualification: Continual Service Improvement is a free-standing qualification, but is also part of the ITIL Intermediate Service Lifecycle stream, and one of the courses that leads to the ITIL Expert in IT Service Management Certificate.
The learning units within each module of the Service Lifecycle stream are:
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Introduction and Principles |
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Processes and Activities |
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Technology |
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Implementation |
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Challenges, critical success factors and risks |
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An understanding of all elements of the Lifecycle stage, processes, activities, technology, organization, challenges are all included and are to be used within a management and control context. |
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Continual Service Improvement - Key Learning Outcomes |
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Continual Service Improvement - Course Contents
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Continual Service Improvement Methods and Techniques
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This unit will provide detailed coverage of the activities primarily used to deliver the Continual Service Improvement phase.
Be able to apply available methods and techniques, select appropriate techniques for circumstances, justify recommendations and application of those techniques including;
- What to assess and when to use assessments
- How a gap analysis can provide insight into improvement areas
- Benchmarking
- The Measuring and Reporting frameworks such as the Balance Scorecard and the SWOT analysis
- The Deming Cycle and its uses for service improvement
- The relationships and interfaces between CSI and the other service management processes
- How availability management techniques such as CFIA, FTA, FSA, and the expanded Incident Lifecycle can be used by CSI
- How capacity management techniques such as business, service and component capacity management, workload and demand management, the iterative activities of capacity management can be used by CSI
- How CSI needs to take IT Service Continuity Management requirements into consideration and how CSI can use Risk Management to identify areas for improvement
- How Problem Management supports the activities of CSI
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Organization for Continual Service Improvement
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Continual Service Improvement focused processes.
It will also cover possible CSI organisational structures and their applicability to different circumstances.
Be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
- The nature of the activities and the skills required for the 7-step improvement process
- The responsibilities, skills and competencies for:-
- Service Manager
- CSI Manager
- Service Owner
- How authority matrices (RACI) can very used when defining communication procedures in the CSI process
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Technology for Continual Service Improvement
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This unit covers the appropriate technology and tools to support the CSI processes and activities.
Be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
- How the following tools can be used to assist some or all of the activities of the CSI process:
- IT service management suites
- System and network management
- Event management
- Automated Incident/Problem resolution
- Performance Management
- Statistical Analysis tools
- Project and Portfolio Management
- Financial management
- Business Intelligence reporting
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Implementing Continual Service Improvement
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This unit covers the key considerations in implementing CSI.
Be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
- Where to start
- The role of Governance to CSI
- The effect of Organizational Change for CSI
- A Communications strategy and Plan
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Critical success factors and risks
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This unit addresses the positive and negative factors affecting the CSI process as well of the effect of CSI upon the organization.
Be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
- The effects on an organization of the challenges facing Continual Service Improvement
- The appropriate critical success factors for CSI
- The potential impact of the risks associated with implementing CSI
- The potential value to business, benefits and costs
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Continual Service Improvement – Training and Certification Contents
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This course is delivered online through a dedicated learning portal
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You have 100 consecutive days online access to: -
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Extended Video tutorials (watch as often as you like)
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Downloadable, detailed study guides (printable too)
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Mindmap and supporting learning resources
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Practice quizzes and exercises to reinforce learning
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Copy of official course syllabus and study planner
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ITIL V3 Continual Service Improvement full text and diagrams
(one year’s access – eBook format)
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ITIL Expert Tutor Support (via Email)
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Two official practice exam papers plus answers
(with full rationale behind each answer)
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Exam Preparation guide with hints and tips
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Your Web Based Exam with instant on-screen results
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Official Certificate and PIN delivered to your door
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Free additional course access – in the event you are unsuccessful in your final certification exam
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Course Pre-Requisites and Entry Criteria
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All candidates must already hold the Foundation Certificate in IT Service Management - this means either the ITIL V3 Foundation Certificate; or the ITIL V2 Foundation and the ITIL V2-V3 Foundation Bridge Certificate.
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The appropriate certificate(s) must be provided by email (attachment) or fax (a copy) before successfully gaining admission to this course.
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You can use our online form to upload your certificate(s) when you purchase.
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Continual Service Improvement - Exam Entry Criteria
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Mandatory:
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Minimum of 21 study hours across the course content - this means watching all the video tutorials at least twice, reviewing the study guides, your own revision, quizzes, tutorials and practice examinations with full answer rationale
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Proof of holding the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the bridging certificate
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Recommended:
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At least an additional 21 hours of personal study by reviewing the syllabus and the Service Operation eBook (included) in preparation for the examination
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Basic IT literacy and around 2 years IT experience are also highly desirable
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Continual Service Improvement - Exam Details
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The exam is web based and may be taken at a location such as your place of work (typically a quiet office or meeting room) or a public library
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You will arrange your own local ‘proctor’ – this is someone who arranges and supervises your exam session for you and complies with the examination agencies rules
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Your exam is 90 minutes (or 120 minutes if English is not your native language) and consists of 8 complex multiple choice, scenario based questions.
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Gradient scoring is used whereby each question will have 4 possible answer options; one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
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The pass mark for the exam is 28 marks out of 40 (70%)
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Continual Service Improvement - Course Details
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Course Availability - Available Now
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Separate Course Package Price: $899 USD
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View Separate Course Package - NOW!
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