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ITIL Intermediate CSI
overview

The ITIL Intermediate CSI course provides a complete management-level overview of continual service improvement and all of its related activities. This training will showcase your ability to apply the principles, methods, techniques, and best practices of metrics-driven continual improvement within the ITIL service lifecycle.

course details
COURSE DURATIONLANGUAGECERTIFICATE
180 Days

English

  • DISS Certificate
  • AXELOS Certificate
 *Please notify us if an interpretation is required 
course benefits/progression opportunities
Course objectives
  • Introduction to CSI
  • CSI principles
  • CSI process
  • CSI methods and techniques
  • Organizing for CSI
  • Technology considerations
  • Implementing CSI
  • Challenges, critical success factors and risks
course outline
Module 1: IntroductionModule 2: Service Management as a practiceModule 3: Continual service improvement principles
  • Overview
  • Context
  • ITIL in relation to other publications in the Best Management Practice portfolio
  • Why is ITIL so successful?
  • Chapter Summary
  • Services and service management
  • Basic concepts
  • Governance and management systems
  • The service lifecycle
  • Continual service improvement approach
  • CSI and organizational change
  • Ownership
  • CSI register
  • External and internal drivers
  • Service level management
  • Knowledge management
  • The Deming cycle
  • Service measurement
  • IT governance
  • Frameworks, models, standards and quality systems
  • CSI inputs and outputs
Module 4: Continual service improvement processesModule 5: Continual service improvement methods and techniquesModule 6: Organizing for continual service improvement
  • The seven-step improvement process
  • Methods and techniques
  • Assessments
  • Benchmarking
  • Service measurement
  • Metrics
  • Organizational development
  • Functions
  • Roles
  • Customer engagement
  • Responsibility model – RACI
  • Competence and training
Module 7: Technology considerationsModule 8: Implementing continual service improvementModule 9: Challenges, risks and critical success factors
  • Tools to support CSI activities
  • Summary
  • Critical considerations for implementing CSI
  • Where do I start?
  • Governance
  • CSI and organizational change
  • Communication strategy and plan
  • Summary
  • Challenges
  • Critical success factors
  • Risks
  • Summary
COURSE TYPE: SELF-BASED LEARNING
DURATIONPRICE
180 DaysUSD 970.00

 

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