ITIL® Intermediate CSI Certification Training

ITIL CSI Training Overview

The ITIL® Intermediate Continual Service Improvement (CSI) certification training provides candidates with an essential credential that is one of the key qualifications in the ITIL® Expert level certification. It infests professionals with skills and values in individuals pertaining to continually delivering better services to customers.

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ITIL CSI Training Overview


ITIL® CSI module is among one of the essential requirements to be eligible for the ITIL® Expert Certification. It is worth 3 ITIL® credits that contribute towards the 17 credits required for ITIL® Expert Certification.

This module mainly focuses on the principles and methods from the Continual Service Improvement (CSI) that can be utilized in alignment with the design, strategy, operation and transition stages of the IT Service Lifecycle. It states in detail how the whole process must be executed. The course training also makes candidates understand how to use tools and techniques that can be used for proper implementation of CSI activities.

This course does not however highlight the full details of each of the process. Instead, it covers control as well as management activities that fall within the scope of Continual Service Improvement phase of the ITIL® lifecycle.

CSI module ensures that end users are continually served with quality products and services and that businesses/organizations also get high returns on investment. Therefore the ITIL® CSI Certification holds high regards and can take an individual’s career options to new heights.

Course Curriculum


COURSE OBJECTIVES

This course is focused upon providing candidates a closer look into the Continual Service Improvement module. The core objectives of this ITIL® CSI training course are:

  • Understanding service management as a practice and enabling continual service improvement using the CSI principles, objectives and purpose
  • Delivering value to customers by using CSI processes, methods, sub-processes, activities and functions
  • Knowing how the Service Transition processes interact and affect the other Service Lifecycle processes
  • Analyzing the impact of Service performance by implementing measurement techniques
  • Understanding roles and responsibilities of a professional within the CSI framework
  • Getting to know technological and implementation requirements for CSI module
  • Identifying risk factors, challenges and key performance indicators associated with continual service improvement module
  • Preparing individuals for the ITIL® Intermediate CSI exam

 

AUDIENCE

ITIL® CSI course training is relevant for professionals working as:

  • IT Solution Architects
  • Business Relationship Managers
  • Service Level Managers
  • IT Consultants
  • Business Continuity Managers
  • Resilience Consultants
  •  IT Audit Managers
  • Any IT professional working in the Service Improvement team

 

ELIGIBILITY CRITERIA

Candidates must have completed the ITIL® Foundation course (ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate) before appearing for the ITIL® CSI exam. Also, it is required that the candidates attend a certification training program with an accredited training organization. More than 2 years of professional IT experience is recommended as it improves learning.

 

COURSE BENEFITS

ITIL® CSI course offers a standard qualification for professionals aspiring to dive deeper   into the ITIL® framework and achieve further ITIL® certifications. After completing this certification training, candidates will be able to:

  • Improve the availability and quality of services
  • Enhance the overall quality of business operations
  • Achieve better communication between customers and service providers
  • Recognize profitable investment opportunities for businesses
  • Encourage effectiveness, productivity and efficiency
  • Understand the roles and responsibilities of ITIL® CSI professionals
  • Gain a deep understanding of the course and exam pattern
  • Be prepared with practice questions and mock exam that in turn increases chances of succeeding in ITIL® Intermediate CSI certification exam

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Training Options


ONLINE TRAINING

Virtual Instructor-Led Session


2 days Instructor led Online Training

Experienced Subject Matter Experts

Approved and Quality Ensured training Material

24*7 leaner assistance and support


CORPORATE TRAINING

Customized According To Team's Requirements


Customized Training Across Various Domains

Instructor Led Skill Development Program

Ensure Maximum ROI for Corporates

24*7 Learner Assistance and Support


Course Outline


  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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

Course Advisor

Prasad Lele

19+ Years

Area Of Expertise : ITIL® Expert, CobiT® 5 Implementation Certified, CobiT® 5 Assessor Certified, Certified ISO/IEC 38500 Lead IT Corporate Governance Manager, ITIL 4 Foundation Certified, Certified ISO/IEC 20000 Lead Auditor, PRINCE 2® Practitioner, Certified ISO 21500 Project Manager, SIAM™ Foundation, VeriSM™ Foundation

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FAQ's


Candidates must produce proof of ITIL® Foundation Certification and attend a professional course from an accredited training organization. 2 or more years of working experience in IT Service Management is preferable.

This certification does not expire. Candidates do not have to apply for any recertification

Yes, we provide a course completion certificate once candidates clear their certification exam.

This course is worth 3 ITIL® credits that can be used while considering 17 credits required for ITIL® Expert training.