What Will I Learn?
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? |
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| 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. NB : Exam vouchers will be given upon full payment |
| 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.
Other jobs you can get
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| Other Benefits |
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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 | ||
155 STUDENTS ENROLLED
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