ITIL SERVICE LIFECYCLE CONTINUAL SERVICE IMPROVEMENT

ITIL SERVICE LIFECYCLE CONTINUAL SERVICE IMPROVEMENT

450,000.00

 

 

At the end of JKMichaels training in ITIL® Intermediate CSI, you will be able to:
  • Define continual service improvement
  • Describe continual service improvement principles and processes
  • Explain continual service improvement methods and techniques
  • Implement continual service improvement
  • Define strategies for challenges, CSFs, and risk factors

Description

ITIL SERVICE LIFECYCLE CONTINUAL SERVICE IMPROVEMENT OVERVIEW

LEARN TO MANAGE AND CONTROL THE ACTIVITIES AND TECHNIQUES WITHIN THE ITIL CONTINUAL SERVICE IMPROVEMENT STAGE.

ITIL Service lifecycle Continual Service Improvement Certification is an intermediate level certification offered to professionals within the ITIL® qualification scheme. Continual Service Improvement 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 service management as documented in the ITIL® Continual Service Improvement publication.

JK Michaels brings ITIL® Intermediate CSI certification training that allows one to prepare for the ITIL® CSI exam in the comfort of their own place and/or in a Classroom learning environment.

Thousands of students have achieved ITIL certifications with the help of our training. We’re so confident in our ITIL training, we guarantee your success on the Intermediate ITIL exams or your money back.

In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the continual service improvement (CSI) phase of the service lifecycle. You will learn about managing and controlling the activities and techniques within the CSI stage, not the details of each of the supporting processes. This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam. The exam is offered on the last day of the course at 3:00 pm.

Please note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided no later than the first day of class.

ITIL SERVICE LIFECYCLE CONTINUAL SERVICE IMPROVEMENT

WHAT YOU’LL LEARN

  • Service management as a practice and CSI principles, purpose, and objective
  • How all CSI processes interact with other service lifecycle processes
  • Sub-processes, activities, methods, and functions used in each of the CSI processes
  • Roles and responsibilities within CSI and the activities and functions to achieve operational excellence
  • How to measure CSI performance
  • Technology and implementation requirements in support of CSI
  • Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks related with CSI 

ITIL SERVICE LIFECYCLE CONTINUAL SERVICE IMPROVEMENT

PREREQUISITES

  • ITIL Foundation certification (required)
  • Two years of relevant work experience
  • To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publication Continual Service Improvement (2011 Edition, ISBN 9780113313082) and complete at least 21 hours of personal study

Course Outlines

1. Continual Service Improvement
Purpose, Objectives, and Scope
Business Value
CSI Approach
Context of CSI within the Service Lifecycle
Inputs and Outputs
2. CSI Principles
CSI Success Depends on Understanding Change within an Organization
CSI Success Depends on Clear Ownership and Accountability
How the CSI Register Supports CSI
CSI is Driven and Influenced by Service Level Management
Importance of Knowledge Management and the Deming Cycle to CSI
CSI Used to Ensure Effective Governance
Frameworks, Models, Standards, and Quality Systems Supporting CSI
3. Seven-Step Improvement Process
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, Outputs, and Process Interfaces

Other Processes Support the Seven-Step Improvement Process

 

4. CSI Methods and Techniques
Assessments
Gap Analysis
Benchmarking
Service and Process Measurement
Metrics and Measurement Frameworks
Calculating Return on Investment
Service Reporting Policies and Principles
How Availability Management, Capacity Management, IT Service Continuity Management, Problem Management, and Knowledge Management Support CSI
5. Organization for CSI
Service Owners
Process Owner and Process Managers
Process Practitioners
CSI Manager
The Nature of the Seven-Step Improvement Process Activities and the Skills Required
CSI Manager vs. Other Supporting Roles
How Responsibility, Accountability, Consultancy, or Informational (RACI) Models Can Be Used to Clarify Roles and Responsibilities for CSI
6. Technology Considerations for CSI
IT Service Management Suites
Systems and Network Management Tools
Event management
Automated Incident/Problem Resolution
Performance Management
Statistical Analysis Tools
Project and Portfolio Management Tools
Financial Management Tools
Business Intelligence and Reporting Tools
7. Implementing CSI
Critical Considerations and Where to Start
Role of Governance to CSI
Effect of Organizational Change for CSI
Communication Strategies and Plans
8. Challenges, CSFs, and Risks
Challenges Facing CSI
CSFs for CSI
Risks Associated with Implementing CSI
9. Exam Preparation/Mock Exam
10. Exam

What are the career benefits of this course?

What are the career benefits of this course?

JK Michaels ITIL® Intermediate CSI course provides a complete management-level overview of continual service improvement, and all its related activities. According to some of the leading job websites, ITIL® Intermediate CSI Certification is a pre-requisite for many key roles in the IT sector.

Certified professionals can expect roles such as Service Delivery Team Member, Manager, or Head, Team Lead—Infrastructure, Senior Executive, Manager, Head—IT and many more. Certified professionals in this field are in high-demand and their job prospects grow in keeping with their certification levels. Certified professionals in ITIL® Intermediate CSI field are highly paid for their skills and expertise in the industry. According to recent surveys by payscale.com, the median salary for certified professionals in this field is $98,619.

Who should do this course?

Who should do this course?

The main target group for the ITIL® Intermediate Qualification: Continual Service Improvement includes, but is not restricted to:
  • Chief information officers (CIOs)
  • Chief technology officers (CTOs)
  • Service designers
  • IT architects
  • IT planners
  • IT consultants
  • IT audit managers
  • IT security managers

EXAM & CERTIFICATION

EXAM & CERTIFICATION

  • How do I become Certified in ITIL Intermediate CSI ?

    ITIL Intermediate exam is governed by APMG, EXIN and CSME. Professionals require 21 hours of professional training before attending ITIL Intermediate Exam. The exam fee for ITIL Intermediate exam is different as per governing bodies.
  • What are the prerequisites for the certification?

    To attend the ITIL Intermediate CSI certification exam, one has to undergo training through ATOs like JK Michaels partner and also be an ITIL Foundation certified.