Training ITIL®

Training goals dlearning

ITIL® is comprised of five core publications: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operations (SO) and Continual Service Improvement (CSI). It promotes alignment with the business as well as improvement in operational efficiency. The official ITIL® qualification scheme, owned by AXELOS, describes two streams, the Service Lifecycle Stream and the Service Capability stream:

  • The Service Lifecycle stream focuses on ITIL® practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the processes and practice elements used within it.
  • The Service Capability stream is for those who wish to obtain an in depth understanding of specific ITIL® processes and roles. The primary focus is on process activities, process execution and use throughout the IT Service Lifecycle.

The ITIL® Intermediate Qualification Continual Service Improvement (CSI) Certificate is a free-standing qualification, but is also part of the ITIL® Intermediate Lifecycle stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in IT Service Management as documented in the ITIL® Continual Service Improvement publication.

This qualification presents a complete overview of CSI including all its related activities: to continually align and realign IT services to changing business needs by identifying and implementing improvements to IT services that support business processes. This qualification reviews improvement activities as they support the Lifecycle approach through Service Strategy, Service Design, Service Transition and Service Operation. Candidates can expect to gain competencies in the following:

  • Introduction to CSI
  • CSI principles
  • CSI process
  • CSI methods and techniques
  • Organizing for CSI
  • Technology considerations
  • Implementing CSI
  • Challenges, critical success factors and risks

In addition, the training for this certification should include examination preparation, and a mock examination opportunity.

This lifecycle stage focuses on organizing and maintaining Continual Service Improvement. Participants will learn the principles and core elements along with the activities and technology & implementation considerations within this stage of the Service Lifecycle. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL® Continual Service Improvement certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. The integrated case study deepens the participant's appreciation of how ITIL® best practices can be applied in order to improve IT performance. Practical assignments are used throughout the course to enhance the learning experience.

Conspect Show list

  1. COURSE INTRODUCTION
    • Purpose, objectives and measurements of CSI
    • The scope of CSI
    • Activities that support CSI
    • The value to business
    • Continual Service Improvement Approach
    • The business questions to CSI
    • The context of CSI in the ITIL® Service Lifecycle
    • The ITIL® Certification Scheme
  2. CSI PRINCIPLES
    • CSI and organizational change
    • Ownership of CSI
    • The CSI register
    • CSI and Service Level Management
    • CSI and Knowledge Management
    • The Deming Cycle
    • Service Measurement
    • The seven step Improvement Process
    • Governance
    • Frameworks, models, standards and quality systems
  3. PROCESSES
    • The seven step Improvement Process
    • Value to the Business,
    • Principles and basic concepts
    • Interfaces with other processes and roles
    • CSF's and KPI's
    • Challenges
  4. METHODS AND TECHNIQUES
    • The Goal of CSI
    • The PDCA Cycle
    • Assessments
    • Process maturity
    • Benchmarking and CSI
    • Service measurements
    • Metrics (Balanced Scorecard)
    • SWOT analysis
  5. ORGANIZING CSI
    • Roles in ITIL®
    • Activities and skill levels
    • Role comparison matrices
    • RACI
  6. TECHNOLOGY CONSIDERATIONS
    • Tools that enable and support CSI Activities
    • IT Service Management Suites
    • System and Network Management
    • Event Management
    • Automated Incident/Problem Resolution
    • Performance Management
    • Statistical Tool Analysis
    • Project and Portfolio Management
    • Financial Management
    • Business Intelligence Reporting
  7. IMPLEMENTING CSI
    • Where to start
    • Role of Governance in CSI
    • Organizational Change and CSI (Kotter)
    • Communications Strategy and Plan
  8. CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS
    • CSI Challenges
    • Critical Success Factors
    • Risks
    • Value
    • Benefits
    • Costs
  9. APPENDICES
    • Business Case study and exercises
    • Mock exams and guidance
    • Glossary
    • Evaluation forms
    • Return on Investment
    • Service reporting
    • CSI and other SM Processes
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Additional information

Requirements

An ITIL® Foundation certificate and preferably two years work experience in an IT Service Management environment.

Difficulty level
Duration 4 days
Certificate

About the Exam: Multiple choice, scenario-based, gradient scored questions. Number of Questions: 8. Pass Score: 28/40 or 70%. Exam Delivery: Online or paper based. Exam Duration: 90 minutes. Open/Closed Book: Closed Book.

Trainer

Authorized PEOPLECERT Trainer.

Additional informations

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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Traditional training

Sessions organised at Compendium CE are usually held in our locations in Kraków and Warsaw, but also in venues designated by the client. The group participating in training meets at a specific place and specific time with a coach and actively participates in laboratory sessions.

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You may participate from at any place in the world. It is sufficient to have a computer (or, actually a tablet, or smartphone) connected to the Internet. Compendium CE provides each Distance Learning training participant with adequate software enabling connection to the Data Center. For more information, please visit dlearning.eu site

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Traditional materials: The price includes standard materials issued in the form of paper books, printed or other, depending on the arrangements with the manufacturer.

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Electronic materials: These are electronic training materials that are available to you based on your specific application: Skillpipe, eVantage, etc., or as PDF documents.

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Book

This is a TSO-accredited book by TSO/AXELOS, dedicated to the methodology and level.


Exam

The training prepares you for an optional Optional Certification Exam.


During the training: the exam in this form is given the last day of training in the training room under the supervision of the trainer.


Online at home: the exam in this form is delivered on your own computer anywhere after prior verification of its required configuration, among others. Internet access, webcam, microphone. The examination is conducted under the supervision of a remote proctor and can be completed within 3 months of the completion of the training.


Pearson VUE: This exam is delivered through Pearson VUE authorized testing centers across the country. When you purchase a voucher for the exam in this form you can complete it within 1 year of the end of the training.

 

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