ITIL® 2011Intermediate: Continual Service Improvement (CSI)

Course and Learning Objectives:

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.

 

You can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

• 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 Approach

Participants will learn the principles and core elements along with the activities and technology & implementation considerations within the Continual Service Improvement stage of the Service Lifecycle.  An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL Intermediate Continual Service Improvement certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace.  The IPSC 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.

Course Student Material

Students will receive an ITIL 2011 Continual Service Improvement classroom workbook containing all of the presentation materials, course notes, case study and sample exams.

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