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What Will I Learn?

Gain an understanding of continual service improvement.
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.

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.

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.

 

CertificationThose who successfully complete the exam will be awarded the certificate in ITIL® Intermediate: Continual Service Improvement.
Awarding BodyThe 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 PathOnce 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)

ITIL®, RESILIA™, PRINCE2®, and the Swirl logo™ are registered trade marks of the AXELOS Limited, used under permission of AXELOS. All rights reserved.

Course Curriculum

➤ module 01: course introduction – vo
Course Introduction 00:00:00
1.0 lesson: course organization
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
2.2 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
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Initial Fee: £39.00 (Inc. VAT)
Exam Fee : £210.00 (Inc. VAT)
No of Installments: 4
Total Price: £249.00( Inc. VAT)

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  • 365 Days
  • Awarded by 'ITIL'
  • 3.20Guided Learning Hours
  • Course Material
  • 05Number of Modules
  • Official Exam

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