ITIL® Intermediate: Continual Service Improvement (CSI)

Overview

The ITIL® Intermediate: Continual Service Improvement course is designed to focus on how individuals and organisations can review products and services strategically and follow the stages of the IT Service Lifecycle. The course offers guidance on how to organise and execute stages of strategy, design, transition and operation. It is one of the certification levels within the ITIL Service Lifecycle. Learners will be given access to tools and technology that supports CSI and related activities. Individuals will also learn to evaluate critical success factors risks. The key features of the course will enable learners to effectively maintain and sustain their products and services and ensure that users are provided efficient resources.

The ITIL® Intermediate: Continual Service Improvement course covers management and control of techniques and activities within the CSI phase. The course uses a scenario-based approach and teaches learners the core discipline of ITIL best practices.

The ITIL® Intermediate: Continual Service Improvement course will offer learners the guidance on tools and techniques that can be applied within an IT enterprise and will cover management and control of activities. The Continual Service Improvement level is worth 4 credits and will help learners to progress to the next level of the ITIL scheme which requires a total of 17 credits. The course is globally recognised and accredited to a training organisation and you will be issued an internationally recognised qualification following full completion of The ITIL® Intermediate: Continual Service Improvement course.

Why consider 1Training?

As improvements and advancements are made in technology, online courses are no longer just conventional means of studying at affordable costs. In many aspects online training offers superiority to traditional learning. There is an effectiveness and convenience that traditional learning cannot provide. The overall convenience and flexibility makes it a superior learning method.

1Training offers the most convenient path to gain an internationally recognised qualification that will give you the opportunity to put into practice your skill and expertise in an enterprise or corporate environment. You can study at your own pace at 1Training and you will be provided with all the necessary material, tutorials, qualified course instructor and multiple free resources which include Free CV writing pack, Nus Discounted Card, Free career support and course demo to make your learning experience enriching and more rewarding.

Learning Outcomes

Gain an understanding of continual service improvement.
Learn continual service improvement processes.
Understand how to organise for CSI.
Learn how to implement CSI.
Gain an understanding of the principles of continual service improvement.
Learn the CSI techniques and methods.

Course Titles

Module 01: Course Introduction – VO
Module 02: Continual Service Improvement
Module 03: 7-Step Improvement Process
Module 04: Reporting, Methods, and Technology
Module 05: CSI Organization and Implementation – VO

Access Duration

The course will be directly delivered to you, and you have 12 months access to the online learning platform from the date you joined the course. The course is self-paced and you can complete it in stages, revisiting the lectures at any time.

Who is this Course aimed at?

The course is aimed at IT Manager, IT Audit Manager, IT Security Architect
IT Finance Manager
Service Portfolio Manager
Availability Manager
Individuals seeking to complete the ITIL Expert certificate in IT Service Management.

Entry Requirements

The course requires that learners have an understanding of the ITIL® Foundation course and want to progress further in the ITIL scheme.

Method of Assessment

At the end of the ITIL® Intermediate: Continual Service Improvement course you will be required to take a multiple choice question assessment test comprising of 8 questions per paper in 90 minutes duration. (28 marks required to pass out of 40) The multiple choice question assessment will be automatically marked with learners receiving an instant grade. The pass mark is 70%, closed book.

If it is an official exam you will have to purchase it separately on the relevant website.

Certification

Those who successfully complete the exam will be awarded the certificate in ITIL® Intermediate: Continual Service Improvement.

Awarding Body

The certificate will be awarded by Axelos. This is a globally recognised best practice qualification that will make your CV standout and encourage employers to see your motivation at expanding your skills and knowledge in the IT enterprise.

Progression and Career Path

Once you successfully complete ITIL® Intermediate: Continual Service Improvement you will be qualified to work in the following positions. The ITIL® Intermediate: Continual Service Improvement qualification will also put you in line to demand a higher salary or job promotion. The average UK salary per annum according to https://www.payscale.com is given below.

IT Operations Manager – (£46,171 – per annum)
IT Security Manager – (£46,171 – per annum)
Business Continuity Manager – (£44,563 per annum)
Release Manager – (£39,983) per annum
Service Portfolio Manager – (£54,527 per annum)
IT Security Architect – (£57,863 per annum)

Other jobs you can get

Availability Manager
Capacity Manager
Supplier Relationship Manager

Other Benefits

Written and designed by the industry’s finest expert instructors with over 15 years of experience
Repeat and rewind all your lectures and enjoy a personalised learning experience
Gain access to quality video tutorials
Unlimited 12 months access from anywhere, anytime
Save time and money on travel
Learn at your convenience and leisure
Quizzes, tests mock exams, practice exams to ensure you are 100% ready
Eligible for a NUS discount card
Free Career Support Service
25% Discount on personal Statement and covering letter writing service
Free Access to Over 150 courses for 2 days (48 hours)
Free access to course before you purchase (For selected courses only)

Course Curriculum

➤ module 01: course introduction – vo
1.0 lesson: course organization
	Course Introduction	00:00:00
	Course Organization	00:00:00
	1.1 Welcome to the Course	00:00:00
	1.2 Mentoring Community Introductions	00:00:00
	1.3 Why Are You Here?	00:00:00
	1.4 Using Bloom’s Taxonomy	00:00:00
	1.5 What do you Expect?	00:00:00
	1.6 Housekeeping Online	00:00:00
2.0 lesson: course conventions & agenda
	Course Conventions & Agenda	00:00:00
	2.1 Conventions Used	00:00:00
	2.2 Quizzes & Exercises	00:00:00
	2.3 ITIL Qualification Scheme	00:00:00
	2.4 ITIL Intermediate Exam	00:00:00
	2.5 Getting Started with an Online Class	00:00:00
	2.6 Chapter 01 Review	00:00:00
➤ module 02: continual service improvement
1.0 lesson: introduction to csi
	Introduction to CSI	00:00:00
	1.1 CSI & the Service Lifecycle	00:00:00
	1.2 Managing Across the Lifecycle	00:00:00
	1.3 Purpose, Goals, & Objectives of CSI	00:00:00
	1.4 Scope of CSI	00:00:00
	1.5 Value of CSI	00:00:00
2.0 lesson: principles of csi
	2.1 Principles of CSI	00:00:00
	2.1 Principles of CSI	00:00:00
	2.2 CSI Approach	00:00:00
	2.3 Business Questions for CSI	00:00:00
	2.4 CSI & Organizational Change	00:00:00
	2.5 Ownership	00:00:00
	2.6 CSI Register	00:00:00
	2.7 Drivers	00:00:00
	2.8 Service Level Management	00:00:00
	2.9 Knowledge Management	00:00:00
	2.10 PDCA & Continual Improvement	00:00:00
	2.11 Value of Benchmarking	00:00:00
	2.12 Service Measurement	00:00:00
	2.13 Baselines	00:00:00
	2.14 Metrics & Measurement	00:00:00
	2.15 7-Step Improvement Process	00:00:00
	2.16 Governance	00:00:00
	2.17 Frameworks, Models & Quality Systems	00:00:00
	2.18 Role Definitions	00:00:00
	CSI Summary	00:00:00
3.0 lesson: csi summary
	3.1 Continual Service Improvement Summary	00:00:00
	3.2 CSI Checkpoint	00:00:00
	3.3 Chapter 02 Review	00:00:00
➤ module 03: 7-step improvement process
1.0 lesson: 7-step improvement introduction
	7-Step Improvement Introduction – Part 1	00:00:00
	7-Step Improvement Introduction – Part 2	00:00:00
	1.1 Introduction	00:00:00
	1.2 Purpose, Goals & Objectives	00:00:00
	1.3 Scope	00:00:00
	1.4 Business Value	00:00:00
	1.5 Policies, Principles & Concepts	00:00:00
2.0 lesson: 7-step improvement activities
	2.1 7-Step, Activities, Methods & Techniques	00:00:00
	2.2 Step 1 – Strategy for Improvement	00:00:00
	2.3 Step 2 – Define Measurement	00:00:00
	2.4 Step 3 – Gather Data	00:00:00
	2.5 Step 4 – Process Data	00:00:00
	2.6 Step 5 – Analyze Information & Data	00:00:00
	2.7 Vision to Measurement	00:00:00
	2.8 Step 6 – Present & Use Information	00:00:00
	2.9 Service Level Agreement Monitoring Chart	00:00:00
	2.10 Step 7 – Implement Improvement	00:00:00
3.0 lesson: lifecycle integration
	Lifecycle Integration	00:00:00
	3.1 Lifecycle Integration	00:00:00
	3.2 Financial Management	00:00:00
	3.3 Service Level Management	00:00:00
	3.4 Availability & Capacity Management	00:00:00
	3.5 Security Management	00:00:00
	3.6 Change Management	00:00:00
	3.7 Incident Management & Service Desk	00:00:00
	3.8 Problem Management	00:00:00
	3.9 Metrics & Measures	00:00:00
	3.10 Reporting Policy & Rules	00:00:00
4.0 lesson: 7-step improvement context
	7-Step Improvement Context	00:00:00
	4.1 Relationships	00:00:00
	4.2 Triggers, Inputs & Outputs	00:00:00
	4.3 Information	00:00:00
	4.4 Critical Success Factors	00:00:00
	4.5 Challenges & Risks	00:00:00
5.0 lesson: 7-step improvement process summary
	7-Step Improvement Process Summary	00:00:00
	5.1 7-Step Improvement Process Summary	00:00:00
	5.2 Checkpoint	00:00:00
	5.3 Chapter 03 Review	00:00:00
➤ module 04: reporting, methods, and technology
1.0 lesson: reporting & measurement
	1.1 Reporting & Measurements	00:00:00
	1.2 Reporting	00:00:00
	1.3 Service Measurement	00:00:00
	1.4 Objectives	00:00:00
	1.5 Measurement & Reporting Frameworks	00:00:00
	1.6 Reporting Levels	00:00:00
	1.7 Management Domains	00:00:00
	1.8 Measurement Definition	00:00:00
	1.9 Setting Targets	00:00:00
	1.10 Process Measurements	00:00:00
	1.11 Measurement Framework Grid	00:00:00
	1.12 Scorecard & Reports	00:00:00
	1.13 Return on Investment	00:00:00
	1.14 CSI & Service Level Management	00:00:00
2.0 lesson: csi methods & techniques
	2.1 Methods & Techniques	00:00:00
	2.2 Assessment	00:00:00
	2.3 Gap Analysis	00:00:00
	2.4 Service Gap Model	00:00:00
	2.5 Benchmarking	00:00:00
	2.6 Measurement & Reporting Frameworks	00:00:00
	2.7 Balanced Scorecard	00:00:00
	2.8 S.W.O.T. Analysis	00:00:00
	2.9 The Deming Cycle	00:00:00
	2.10 Other Lifecycle Process & Methods	00:00:00
	2.11 Availability	00:00:00
	2.12 Capacity	00:00:00
	2.13 Continuity Management	00:00:00
	2.14 Problem Management	00:00:00
	2.15 Change, Release & Deployment Management	00:00:00
	2.16 Knowledge Management	00:00:00
3.0 lesson: technology for csi
	Technology for CSI	00:00:00
	3.1 Tools & Technology	00:00:00
	3.2 IT Service Management Suits	00:00:00
	3.3 System & Network Management	00:00:00
	3.4 Event Management	00:00:00
	3.5 Incident/Problem Management	00:00:00
	3.6 Performance Management	00:00:00
	3.7 Statistical Analysis	00:00:00
	3.8 Project & Portfolio Management	00:00:00
	3.9 Financial Management	00:00:00
	3.10 Business Intelligence Reporting	00:00:00
4.0 lesson: reporting, methods & technology summary
	Reporting, Methods & Technology Summary	00:00:00
	4.1 Reporting, Methods & Technology Summary	00:00:00
	4.2 Checkpoint	00:00:00
	4.3 Chapter 04 Review	00:00:00
➤ module 05: csi organization and implementation – vo
1.0 lesson: organizing for csi
	Organizing for CSI	00:00:00
	1.1 Organizing CSI	00:00:00
	1.2 Mapping Activities & Skills	00:00:00
	1.3 Who Does What to Whom?	00:00:00
	1.4 The RACI Model	00:00:00
	1.5 Functional Role Analysis	00:00:00
	1.6 Activity Analysis	00:00:00
	1.7 Roles & Responsibility	00:00:00
	1.8 Service Owner	00:00:00
	1.9 Process Owner	00:00:00
	1.10 Process Manager	00:00:00
	1.11 Process Practitioner	00:00:00
	1.12 CSI Manager	00:00:00
2.0 lesson: implementing csi
	Implementing CSI	00:00:00
	2.1 Getting Started	00:00:00
	2.2 Governance	00:00:00
	2.3 CSI & Organizational Change	00:00:00
	2.4 Communication Strategy & Plan	00:00:00
	2.5 Roles & Inputs to CSI Approach	00:00:00
	2.6 Challenges	00:00:00
	2.7 Critical Success Factors	00:00:00
	2.8 Risks	00:00:00
3.0 lesson: csi technology & implementation summary
	CSI Technology & Implementation Summary	00:00:00
	3.1 CSI Organization & Implementation Summary	00:00:00
	3.2 Checkpoint	00:00:00
	3.3 Chapter 05 Review	00:00:00
	3.4 Course Closure	00:00:00