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 ITIL®
V3 Continual Service Improvement Certification Program
Program Overview
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 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 and design as documented in the ITIL®
CSI publication.
Duration
This program
is offered over a 3-day period and includes approximately 21 hours
of student-instructor interaction; a 1.5 hours formal certification
exam on the following week.
The course
approach combines theoretical and hands-on knowledge transfer,
including individual and group practical exercises.
Current Delivery Method
- Instructor
led Classroom based
(In-House and Public Course)
- The Minimum
number of students per session is 6 where the maximum
is 12.
Audience
·
The audience for the ITIL®
Intermediate Qualification: Continual Service Improvement
Certificate includes, but is not restricted to CIOs, CTOs, managers,
supervisory staff, team leaders, designers, architects, planners, IT
consultants, IT audit managers, IT security managers and ITSM
trainers involved in the ongoing management, coordination and
integration of Continual Service Improvement activities within the
Service Lifecycle.
·
The course covers the management and control of the
activities and techniques within the Continual Service Improvement
stage, but not the detail of each of the supporting processes. This
course may also be of interest to:
o
Individuals who require a detailed understanding of
the ITIL®
Continual Service Improvement phase of the ITIL® core Lifecycle and
how it may be implemented to enhance the quality of IT service
provision within an organization
o
IT professionals working within or about to enter a
Continual Service Improvement environment and requiring a detailed
understanding of the processes, functions and activities involved
o
Individuals seeking the ITIL®
Expert in IT Service Management for which this qualification is one
of the prerequisite modules
o
Individuals seeking progress towards the ITIL®
Master in IT Service Management for which the ITIL® Expert is a
prerequisite
Exam Note:
The success in achieving this certification
is highly dependant upon participants’ effort in doing their
homework, and self-study before and during the program. Therefore,
it is highly recommended that
The exam is scheduled one week to maximum two weeks after the
training to allow sufficient time for preparation.
Participants may purchase the appropriate ITIL®
V3 OGC publication to enable them proper review, study and
preparation.
Prerequisites
Course
candidates must already hold the ITIL® Foundation Certificate in IT
Service Management (the V3 Foundation or V2 Foundation plus Bridge
Certificate) which shall be presented as documentary evidence to
gain admission. Additionally, to be eligible for the ITIL®
Intermediate: Continual Service Improvement Qualification,
candidates shall fulfill the following requirements:
·
At least 21 contact hours (hours of instruction,
excluding breaks, with an Accredited Training Organization (ATO) or
an accredited e-learning solution) for this syllabus, as part of a
formal, approved training course/scheme
·
There is no minimum requirement but a basic IT
literacy and around 2 years IT experience are highly desirable
·
It is recommended that students should complete at
least 21 hours of personal study by reviewing the syllabus and the
Service Design publication in preparation for the examination
Content and Objectives
Through a series of lectures designed at achieving a
clear understanding of the
ITIL®
Best Practice lifecycle
approach and through various exercises, assignments and discussions,
participants can expect to gain competencies in the following upon
successful completion of the education and examination components
related to this certification:
·
Introduction to Continual Service Improvement
·
Continual Service Improvement Principles
·
Continual Service Improvement Process
·
Continual Service Improvement Methods and Techniques
·
Organization for Continual Service Improvement
·
Technology for Continual Service Improvement
·
Implementation Considerations
·
Critical success factors and risks
Following the completion of this program, program
participants will know:
·
The importance of Service Management as a Practice
·
Concept and Continual Service Improvement Principals,
Purpose and Objective
·
How all processes in ITIL®
Continual Service Improvement interact with other Service Lifecycle
Processes
·
The sub-processes, activities, methods and functions
used in each of the
ITIL®
Continual Service
Improvement processes
·
The roles and responsibilities within
ITIL®
Continual Service
Improvement and the activities and functions to achieve Service
Improvement excellence
·
Technology and implementation considerations
surrounding
ITIL®
Continual Service Improvement
·
Challenges, Critical Success Factors and Risks
associated to
ITIL®
Continual Service Improvement
The
program will cover the following modules:
Introduction
This unit introduces the candidate to concepts and
terminology in the field of Continual Service Improvement.
Specifically, after completion of this module candidates will be
expected to understand and describe:
·
the purpose and objectives of Continual Service
Improvement
·
the scope of Continual Service Improvement
·
the approach to Continual Service Improvement
·
the interfaces with other ITIL® Lifecycle stages
Continual Service Improvement Principles
This unit will cover general approach and identifies
the key elements within Continual Service Improvement. To meet the
learning outcomes and examination level of difficulty, the
candidates must be able to understand, describe, identify,
demonstrate, apply, distinguish, produce, decide or analyze:
·
how the success of CSI depends upon an understanding
of change upon an organization
·
how CSI drives the adoption of, and is influenced by,
Service Level Management
·
how the Deming Cycle is critical to both the
implementation and application of CSI
·
how CSI can make effective use of the various aspects
of Service Measurement
·
how Knowledge Management is a mainstay of any
improvement initiative
·
how CSI can make effective use of internal and
external Benchmarks
·
how CSI can be used to ensure good governance where
goals are aligned and good management is achieved
·
how frameworks, models, standards and quality systems
fully support the concepts embodied in CSI
Continual Service Improvement Process
This unit
covers in detail the ITIL® processes primarily covered in the
Continual Service Improvement stage, and the relevant activities
relating to other ITIL® processes. To meet the learning outcomes
and examination level of difficulty, the candidates must be able to
understand, describe, identify, demonstrate, apply, distinguish,
produce, decide, or analyze:
·
the 7-step improvement process. Specifically, the
candidate will be able to articulate what is being done at every
step and where the information is actually found
·
how CSI integrates with the other stages in the
Service Lifecycle
·
Service Reporting and articulate reporting policies
and rules
·
Service Measurement Specifically, the candidate will
be able to describe targets, and describe, use and interpret metrics
and reports
·
the importance of properly defining metrics and
measurements
·
the concept of Return on Investment for CSI.
Specifically, the candidate will be able to demonstrate how to
create a return on investment, establish a business case and measure
the benefits achieved
·
the various Business questions for CSI
·
the relationship between CSI and Service Level
Management
Continual Service Improvement Methods and Techniques
This unit
will provide detailed coverage of the activities primarily used to
deliver Continual Service Improvement phase. Specifically, after
completing this module, candidates will be able to apply available
methods and techniques, select appropriate techniques for
circumstances, justify recommendations and application of those
techniques including:
·
what to assess and when to use Assessments
·
how a gap analysis can provide insight into the areas
that have room for improvement
·
Benchmarking
·
the Measuring and Reporting frameworks such as the
Balance Scorecard and the SWOT analysis
·
the Deming Cycle and its uses for service improvement
·
the relationships and interfaces between CSI and the
other service management processes
·
how availability management techniques such as CFIA,
FTA, PSA, TO and the expanded Incident Lifecycle can be used by CSI
·
how capacity management techniques such as business,
service and component capacity management, workload and demand
management
·
the iterative activities of capacity management can
be used by CSI
·
how CSI needs to take IT Service Continuity
Management requirements into consideration and how CSI can use Risk
Management to identify areas for improvement
·
Problem management supports the activities of CSI
Organization for Continual Service Improvement
This unit
covers the roles and responsibilities appropriate within Continual
Service Improvement and the Continual Service Improvement focused
processes as well as related organizational structures and their
applicability to different circumstances. The program will enable to
understand, describe, identify, demonstrate, apply, distinguish,
produce, decide or analyze the nature of the activities and the
skills required for the 7-step improvement process. Additionally,
candidates will get familiar with the responsibilities, skills and
competencies for:
·
Service Manager
·
CSI Manager
·
Service Owner
·
how authority matrices (RACI) can very used when
defining communication procedures in the CSI process
Technology for Continual Service Improvement
This unit
covers the appropriate technology and tools to support the Continual
Service Improvement processes and activities; it will enable
candidates to understand, describe, identify, demonstrate, apply,
distinguish, produce, decide or analyze:
·
how the following tools can be used to assist some or
all of the activities of the Continual Service Improvement process
·
IT service management suites
·
System and network management
·
Event management
·
Automated Incident/Problem resolution
·
Performance Management
·
Statistical Analysis tools
·
Project and Portfolio Management
·
Financial management
·
Business Intelligence reporting
Implementing Continual Service Improvement
This unit
covers the key considerations in implementing CSI. It should enable
candidates to understand, describe, identify, demonstrate, apply,
distinguish, produce, decide or analyze:
·
where to start
·
the role of Governance to CSI
·
the effect of Organizational Change for CSI
·
a Communications strategy and Plan
Critical success factors and risks
This unit
addresses the positive and negative factors affecting the Continual
Service Improvement process as well of the effect of CSI upon the
organization.
Candidates will be able to understand, describe, identify,
demonstrate, apply, distinguish, produce, decide or analyze:
·
the effects on an organization of the challenges
facing Continual Service Improvement
·
the appropriate critical success factors for
Continual Service
Improvement
·
the potential impact if the risks associated with
implementing CSI
·
the potential value to business, benefits and costs
Summary, Exam Preparation and Directed Studies
This module summarizes the material covered in the
previous modules and prepares candidates for the examination through
the review and practice of a mock examination. The Examination is
comprised of eight
(8) multiple choice, scenario-based, gradient scored questions. The
standard duration of the exam is Maximum 90 minutes.
Program Material
This training program includes the following as
reference documentation:
·
Program slide presentation
·
ITIL® V3 acronyms and glossary
·
Sample examination questions and answers
Simulation and practical application
· We
provide the students with real life experiences; we use the client
organization as “Case study” example for the purpose of discussion
to show the value of using best practice. We integrate group
exercises and sample exam questions to simulate and practice the
subject matter.
Please
Click Here to
contact our Training Program Advisor to obtain more detail on this program.
  
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