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ITIL Intermediate Continual Service Improvement

25,000.00 23,000.00

ITIL certifications are recognized internationally across industries and companies, regardless of the size of the organization. The two-day intensive course provides delegates with comprehensive training to prepare them for the ITIL examination (based on “The ITIL Foundation Certificate in IT Service Management Syllabus,” latest edition).

Key Features:

  • Study guides including Video tutorials
  • Podcasts
  • Phone App
  • Chapter Tests and Evaluation Tests
  • Sample Papers
  • 27 PMI PDUs certificate
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Before you pay. Please check Training Calendar

What are the features of this course?




27 PMI® PDUs yes Icon yes Icon yes Icon
Classroom study material
  • Workbook
  • Chapter test booklet
  • 2 Official sample papers
no Icon yes Icon yes Icon
Mobile Applications yes Icon yes Icon yes Icon
Online Study Material
  • Videos, Case Studies
  • Chapter tests
  • Terms and concepts
  • Pod casts
  • Study Guides
yes Icon yes Icon yes Icon
Interactive Case Study,Interactive Glossary and crosswords yes Icon yes Icon yes Icon
Scheduled availability of the Trainer to clarify doubts no Icon yes Icon no Icon
Trainer-led workshop no Icon no Icon yes Icon
Complimentary lunch, tea snacks during training days no Icon no Icon yes Icon
Validity of Online Content 180 days 60 days 60 days
Pace of Training Self-Paced Self-Paced & Trainer Availablity Trainer-led
Trainer Support: Email support by experienced accredited trainers during the duration of the course and post course. yes Icon yes Icon yes Icon

What is the syllabus of this course?

Introduction to CSI

  • The main purpose and objectives
  • The scope of CSI
  • The business questions to be asked to ensure that a CSI initiative is warranted
  • The value to business of adopting and implementing CSI
  • The approach to CSI
  • The context of CSI in the ITIL service lifecycle
  • The inputs and outputs to CSI

CSI Principles

  • How the success of CSI depends upon an understanding of change within an organization
  • How the success of CSI depends upon a clear and unambiguous ownership and accountability
  • How the CSI register supports the application of CSI
  • How CSI drives the adoption of, and is influenced by, service level management
  • How knowledge management is a main element of any improvement initiative
  • 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 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

CSI Processes

  • Purpose and objectives
  • Scope
  • Value to Business
  • Policies, principles and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • How other processes play key roles in the seven-step improvement process

CSI Methods and Techniques

  • When to use assessments and what to assess
  • How a gap analysis can provide insight into the areas that have room for improvement
  • Benchmarking. Specifically, the candidate will be able to describe and apply the approach to, and implementation of, benchmarking
  • Service measurement. Specifically designing and analyzing service measurement frameworks
  • Metrics. Specifically, the candidate will be able to describe the importance of properly defining metrics and measurements, demonstrate setting targets, and describe, use and interpret metrics, scorecards and reports, including balanced scorecard and SWOT analysis
  • Return on investment. Specifically, the candidate will be able to demonstrate how to create a return on investment, establish a business case and measure the benefits achieved
  • Service reporting. Specifically, articulating reporting policies and rules

How availability management techniques such as component failure impact analysis, fault tree analysis, service failure analysis, technical observation 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, and 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
  • How problem management supports the activities of CSI
  • How knowledge management supports CSI

Organizing for CSI

  • Service Owner
  • Process Owner
  • Process Manager
  • Process Practitioner
  • CSI Manager
  • The nature of the activities and the skills required for the seven-step improvement process
  • Comparing the CSI manager role with other relevant roles
  • How the responsibility model (RACI) can be used when defining roles and responsibilities in CSI

Technology Considerations

  • How the following tools can be used to assist some or all of the activities of CSI:
    • IT service management suites
    • Systems and network management
    • Event management
    • Automated incident/problem resolution
    • Performance management
    • Statistical analysis tools
    • Project and portfolio management
    • Financial management for IT services
    • Business intelligence/reporting

Implementing CSI

  • Critical considerations and where to start
  • The role of governance to CSI
  • The effect of organizational change for CSI
  • A communication strategy and plan

Challenges, Critical Success Factors, and Risks

  • The challenges facing CSI
  • The appropriate critical success factors for CSI
  • The risks associated with implementing CSI


Who should take this course?

The main target group for the ITIL Intermediate Qualification: CSI Certificate includes, but

is not restricted to:

  • Chief information officers (CIOs)
  • Chief technology officers (CTOs)
  • Managers
  • Supervisory staff
  • Team leaders
  • Service designers
  • IT architects
  • IT planners
  • IT consultants
  • IT audit managers
  • IT security managers
  • ITSM trainers involved in the ongoing management, co-ordination and integration of operation activities within the service lifecycle
  • Individuals who require a detailed understanding of the ITIL CSI stage of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
  • IT professionals working within or about to enter a CSI environment and requiring an understanding of the concepts, processes, functions and activities involved
  • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
  • Individuals seeking the ITIL Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.

What are the prerequisites to learn this course?

To be eligible for the ITIL Intermediate Qualification: CSI examination, the candidate must have fulfilled 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
  • A basic IT literacy and around 2 years IT experience are highly desirable
  • Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)
  • It is also recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL CSI publication in preparation for the examination, specifically Chapter 2: Service management as a practice.

What will you learn?

Candidates 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
  • In addition, the training for this certification should include examination preparation, including a mock examination.

What is the Exam format of this course?

  • Examination structure: Questions from all chapters, testing both understanding as well as memory
  • Question structure: Multiple choice
  • Extensive examination practice and feedback is included in the workshop.
  • Participants will be requested to take the ITIL examination on the final day of the course. The examination consists of:
  • 90 minute ‘closed book’
  • Eight multiple choice, scenario-based questions
  • Pass mark is 70% (28/40)

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