ITIL® Intermediate CSI Certification Training

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The ITIL® Intermediate CSI Courses are designed to make the professional understand the overview of the ITIL® Lifecycle but ensures that it does not go into the specifics. The course encompasses the operational level process activities. Optimizing the approach to execute the process in a practical and a hands-on approach is well covered in ITIL® CSI Training. Learning the course will help business and projects to continue the influx of adapting needs of the clients and also improve efficiency within the project.

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At the end of this course, the learner will gain competencies in:

Learning Objectives

  • Understanding Service Management as a Practice and Continual Service Improvement principles, purpose and objective
  • Understanding how all Service Transition processes interact with other Service Lifecycle processes
  • The sub processes, activities, methods and functions used in each of the Service Transition processes
  • The roles and responsibilities within Continual Service Improvement and the activities and functions to achieve operational excellence
  • How to measure Service performance
  • The challenges, critical success factors and risks related with Continual Service Improvement

The ITIL Intermediate Continual Service Improvement Lifecycle Course will be of interest to:

 

  • Individuals who have their ITIL® Foundation Certificate (or the ITIL® v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL® certifications
  • IT professionals working in or new to a Service Transition environment and requiring a detailed understanding of the concepts, processes, functions and activities involved
  • Individuals seeking the ITIL® Expert certification in IT Service Management for which this qualification is one of the prerequisite modules
  • Individuals seeking progress towards the ITIL® Master in IT Service Management for which the ITIL® Expert is a prerequisite.
  • A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.

 

Introduction to continual service improvement

  • Full understanding of ITIL® Intermediate CSI terms and core concepts.
  • The value to the business of adopting and implementing CSI
  • The context of CSI in the ITIL® Service Lifecycle
  • The approach to CSI, including key interfaces and inputs and outputs

Continual service improvement principles

  • The knowledge, interpretation and analysis of improvement principles, techniques and relationships, and their application to ensure continual service improvement.
  • How the success of CSI depends on understanding change in the organization and having clear accountability
  • How service level management and knowledge management influence and support CSI
  • How the complete Deming Cycle works, and how it can be applied to a real world example
  • How CSI can make effective use of the various aspects of service measurement
  • What situations require the use of frameworks and models, and examples of how each type can be used to achieve improvement

Continual service improvement process

  • The knowledge, interpretation and analysis of improvement principles,techniques and relationships, and their application to ensure continual service improvement.
  • What the seven-step improvement process is, how each step can be applied and the benefits produced
  • How CSI integrates with the other stages in the ITIL® service lifecycle
  • How other processes play key roles in the seven-step improvement process

Continual service improvement methods and techniques

  • The knowledge, interpretation and analysis of improvement principles, techniques and relationships, and their application to ensure continual service improvement.
  • When to use assessments, what to assess and how a gap analysis can provide insight into the areas that have room for improvement
  • How to use benchmarking, service measurement, metrics, service reporting, including balanced scorecard and SWOT, to support CSI
  • How to create a return on investment, establish a business case and measure the benefits achieved
  • How techniques within availability management, capacity management, IT service continuity management and problem management can be used by CSI

Organizing for continual service improvement

  • The knowledge, interpretation and analysis of improvement principles, techniques and relationships, and their application to ensure continual service improvement.
  • The role of the CSI manager, and the roles of service owner, process owner, process manager and process practitioner in the context of CSI and how they can be positioned within an organization
  • How to design, implement and populate a RACI (responsible, accountable, consulted, informed) diagram as well as how to use it to support CSI

Technology considerations

  • The knowledge, interpretation and analysis of improvement principles, techniques and relationships, and their application to ensure continual service improvement.
  • The technology and tools required and how these would be implemented and managed to support CSI activities such as performance, project and portfolio management, as well as service measurement and business intelligence reporting

Implementing continual service improvement

  • The knowledge, interpretation and analysis of improvement principles, techniques and relationships, and their application to ensure continual service improvement.
  • CSI implementation: strategy, planning, governance, communication, project management, operation, as well as how to deal with cultural and organizational change

Challenges, critical success factors and risks

  • The knowledge, interpretation and analysis of improvement principles, techniques and relationships, and their application to ensure continual service improvement.
  • The challenges and risks such as staffing, funding, management, etc., which can be related to CSI and the details behind how each challenge can be addressed
  • The critical success factors related to CSI as well as how to measure and monitor them

 

 

  • Implementing service management as a practice and providing continual service improvement using principles, purpose and objectives using ITIL® Continual Service Improvement
  • Striving for better Service Management as a practice through attending the ITIL® CSI Training
  • Transitioning of services that will enable interacting with other Service Lifecycle processes easier
  • The sub processes, activities, methods and functions used in each of the Service Transition processes
  • Being certified for the roles and responsibilities by appearing for the CSI Exam hereby mastering the activities and functions to achieve operational excellence
  • How to measure Service performance
  • The challenges, critical success factors and risks related with Continual Service Improvement

Ajit Joshi

Associate Vice President and Head – Governance and Enterprise Transformation in IT Service Management (GeTSM)

 

  • more than 8 years of experience in IT operations, Service Management, Training
  • Trained more than 1000 professionals on technology and upselling, and Best Management Practices, like ITIL®, COBIT, Six Sigma, Prince 2.
  • ITIL® Release, Control and Validation Certified.
  • ITIL® Service Offering and Agreement Certified.
  • ITIL® Planning, Protection and Optimization Certified.

 

 

  • Evidence of ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate
  • It is recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the associated areas of the ITIL® Service Management Practice core guidance in preparation for the examination
  • The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions
  • Exam duration is a maximum 90 minutes for all candidates (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
  • Each question will have 4 possible answer options, one of which worth 5 marks is, one which worth 3 marks is, one which worth 1 mark is, and one which a distracter is and achieves no marks.
  • Pass score is 28/40 or 70%

Candidates for this course must:

  • Hold an ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate
  • There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable
  • It is also strongly recommended that candidates:
  • Can demonstrate familiarity with IT terminology and understand the context of Service Offerings and Agreements management of their own business environment is strongly recommended
  • Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing Continual Service Improvement activities
  • It is recommended that candidates are familiar with the guidance detailed in the ITIL® Service Lifecycle Practices core publications prior to attending training for this certification

What is ITIL® CSI Certification?

  • This course provides comprehensive training for anyone involved in provision, support, and delivery of IT Services.

What is the Eligibility Criteria / Pre-requisites for the ITIL® CSI Exam?

  • Evidence of ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate

What is the duration of training?

  • Training duration is 2-3 days.

Do you provide certificates on successfully completing the course?

  • Yes, at the end of the class, we will execute PeopleCert exams. After passing the exam you will receive soft copy of certificate on your email which states that you have successfully completed the course

When are the classes conducted?

  • All open house sessions are conducted on weekends only. For in-house sessions, it can be as per the customer requested schedule.

What all is included in the course?

  • Along with facilitating training sessions, we provide required course material and practice questions for exam preparation

Who conduct the training sessions?

  • Training sessions are facilitated by certified experts having practical working experience as well as training experience.

Why one should join Vinsys?

  • We are Accredited Training Organization
  • Experiential Education
  • Experienced Industry Experts
  • Accredited course material
  • Quality Courseware
  • Post training support

At the end of this course, the learner will gain competencies in:

Learning Objectives

  • Understanding Service Management as a Practice and Continual Service Improvement principles, purpose and objective
  • Understanding how all Service Transition processes interact with other Service Lifecycle processes
  • The sub processes, activities, methods and functions used in each of the Service Transition processes
  • The roles and responsibilities within Continual Service Improvement and the activities and functions to achieve operational excellence
  • How to measure Service performance
  • The challenges, critical success factors and risks related with Continual Service Improvement

The ITIL Intermediate Continual Service Improvement Lifecycle Course will be of interest to:

 

  • Individuals who have their ITIL® Foundation Certificate (or the ITIL® v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL® certifications
  • IT professionals working in or new to a Service Transition environment and requiring a detailed understanding of the concepts, processes, functions and activities involved
  • Individuals seeking the ITIL® Expert certification in IT Service Management for which this qualification is one of the prerequisite modules
  • Individuals seeking progress towards the ITIL® Master in IT Service Management for which the ITIL® Expert is a prerequisite.
  • A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.

 

Introduction to continual service improvement

  • Full understanding of ITIL® Intermediate CSI terms and core concepts.
  • The value to the business of adopting and implementing CSI
  • The context of CSI in the ITIL® Service Lifecycle
  • The approach to CSI, including key interfaces and inputs and outputs

Continual service improvement principles

  • The knowledge, interpretation and analysis of improvement principles, techniques and relationships, and their application to ensure continual service improvement.
  • How the success of CSI depends on understanding change in the organization and having clear accountability
  • How service level management and knowledge management influence and support CSI
  • How the complete Deming Cycle works, and how it can be applied to a real world example
  • How CSI can make effective use of the various aspects of service measurement
  • What situations require the use of frameworks and models, and examples of how each type can be used to achieve improvement

Continual service improvement process

  • The knowledge, interpretation and analysis of improvement principles,techniques and relationships, and their application to ensure continual service improvement.
  • What the seven-step improvement process is, how each step can be applied and the benefits produced
  • How CSI integrates with the other stages in the ITIL® service lifecycle
  • How other processes play key roles in the seven-step improvement process

Continual service improvement methods and techniques

  • The knowledge, interpretation and analysis of improvement principles, techniques and relationships, and their application to ensure continual service improvement.
  • When to use assessments, what to assess and how a gap analysis can provide insight into the areas that have room for improvement
  • How to use benchmarking, service measurement, metrics, service reporting, including balanced scorecard and SWOT, to support CSI
  • How to create a return on investment, establish a business case and measure the benefits achieved
  • How techniques within availability management, capacity management, IT service continuity management and problem management can be used by CSI

Organizing for continual service improvement

  • The knowledge, interpretation and analysis of improvement principles, techniques and relationships, and their application to ensure continual service improvement.
  • The role of the CSI manager, and the roles of service owner, process owner, process manager and process practitioner in the context of CSI and how they can be positioned within an organization
  • How to design, implement and populate a RACI (responsible, accountable, consulted, informed) diagram as well as how to use it to support CSI

Technology considerations

  • The knowledge, interpretation and analysis of improvement principles, techniques and relationships, and their application to ensure continual service improvement.
  • The technology and tools required and how these would be implemented and managed to support CSI activities such as performance, project and portfolio management, as well as service measurement and business intelligence reporting

Implementing continual service improvement

  • The knowledge, interpretation and analysis of improvement principles, techniques and relationships, and their application to ensure continual service improvement.
  • CSI implementation: strategy, planning, governance, communication, project management, operation, as well as how to deal with cultural and organizational change

Challenges, critical success factors and risks

  • The knowledge, interpretation and analysis of improvement principles, techniques and relationships, and their application to ensure continual service improvement.
  • The challenges and risks such as staffing, funding, management, etc., which can be related to CSI and the details behind how each challenge can be addressed
  • The critical success factors related to CSI as well as how to measure and monitor them

 

 

  • Implementing service management as a practice and providing continual service improvement using principles, purpose and objectives using ITIL® Continual Service Improvement
  • Striving for better Service Management as a practice through attending the ITIL® CSI Training
  • Transitioning of services that will enable interacting with other Service Lifecycle processes easier
  • The sub processes, activities, methods and functions used in each of the Service Transition processes
  • Being certified for the roles and responsibilities by appearing for the CSI Exam hereby mastering the activities and functions to achieve operational excellence
  • How to measure Service performance
  • The challenges, critical success factors and risks related with Continual Service Improvement

Ajit Joshi

Associate Vice President and Head – Governance and Enterprise Transformation in IT Service Management (GeTSM)

 

  • more than 8 years of experience in IT operations, Service Management, Training
  • Trained more than 1000 professionals on technology and upselling, and Best Management Practices, like ITIL®, COBIT, Six Sigma, Prince 2.
  • ITIL® Release, Control and Validation Certified.
  • ITIL® Service Offering and Agreement Certified.
  • ITIL® Planning, Protection and Optimization Certified.

 

 

  • Evidence of ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate
  • It is recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the associated areas of the ITIL® Service Management Practice core guidance in preparation for the examination
  • The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions
  • Exam duration is a maximum 90 minutes for all candidates (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
  • Each question will have 4 possible answer options, one of which worth 5 marks is, one which worth 3 marks is, one which worth 1 mark is, and one which a distracter is and achieves no marks.
  • Pass score is 28/40 or 70%

Candidates for this course must:

  • Hold an ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate
  • There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable
  • It is also strongly recommended that candidates:
  • Can demonstrate familiarity with IT terminology and understand the context of Service Offerings and Agreements management of their own business environment is strongly recommended
  • Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing Continual Service Improvement activities
  • It is recommended that candidates are familiar with the guidance detailed in the ITIL® Service Lifecycle Practices core publications prior to attending training for this certification

What is ITIL® CSI Certification?

  • This course provides comprehensive training for anyone involved in provision, support, and delivery of IT Services.

What is the Eligibility Criteria / Pre-requisites for the ITIL® CSI Exam?

  • Evidence of ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate

What is the duration of training?

  • Training duration is 2-3 days.

Do you provide certificates on successfully completing the course?

  • Yes, at the end of the class, we will execute PeopleCert exams. After passing the exam you will receive soft copy of certificate on your email which states that you have successfully completed the course

When are the classes conducted?

  • All open house sessions are conducted on weekends only. For in-house sessions, it can be as per the customer requested schedule.

What all is included in the course?

  • Along with facilitating training sessions, we provide required course material and practice questions for exam preparation

Who conduct the training sessions?

  • Training sessions are facilitated by certified experts having practical working experience as well as training experience.

Why one should join Vinsys?

  • We are Accredited Training Organization
  • Experiential Education
  • Experienced Industry Experts
  • Accredited course material
  • Quality Courseware
  • Post training support
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Reviews

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Amitkirti Chougule

Technical Lead

The fact that Continual Service Improvement is important for fully acknowledging ITIL® struck me only after I had finished my course. It was then that I came to know from a senior about a firm named Vinsys that offered a Continual Service Improvement Certification Program. Now I feel proud for making the right decision after learning the course and passing the exams with ease. Thank you Vinsys.


reviewer.png

Shyamal Saxena

Team Lead

The Continual Service Improvement Certification can really helped a professional like me. The training program helped me deal with my team a lot better. Now my day to day operations are performed with ease.


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Srinath Bashyam

Lead Customer Success Manager

The ITIL® CSI course helped me to arrange and sort his work and the product related procedures with accuracy and efficiency. It helped me become a successful manager. This has increased my productivity and has made me a success at my career.


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