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ITIL Intermediate CSI
course information

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 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: Introduction

  • Overview
  • Context
  • ITIL in relation to other publications in the Best Management Practice portfolio
  • Why is ITIL so successful?
  • Chapter Summary

Module 2: Service Management as a practice

  • Services and service management
  • Basic concepts
  • Governance and management systems
  • The service lifecycle

Module 3: Continual service improvement principles

  • 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 processes

  • The seven-step improvement process

Module 5: Continual service improvement methods and techniques

  • Methods and techniques
  • Assessments
  • Benchmarking
  • Service measurement
  • Metrics

Module 6: Organizing for continual service improvement

  • Organizational development
  • Functions
  • Roles
  • Customer engagement
  • Responsibility model – RACI
  • Competence and training

Module 7: Technology considerations

  • Tools to support CSI activities
  • Summary

Module 8: Implementing continual service improvement

  • Critical considerations for implementing CSI
  • Where do I start?
  • Governance
  • CSI and organizational change
  • Communication strategy and plan
  • Summary

Module 9: Challenges, risks and critical success factors

  • Challenges
  • Critical success factors
  • Risks
  • Summary
CERTIFICATION
  • DISS CERTIFICATE
  • AXELOS CERTIFICATE
course price

USD 970.00

SELF-BASED LEARNING

COURSE ACCESS DURATION: 180 DAYS

PRICE: USD 970.00

TESTIMONIAL

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Meet THE INSTRUCTORS
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