ITIL v3 Lifecycle Stream - CSI
Continual Service Improvement
Boot Camp Training Program

Benefits: ITIL Continual Service Improvement links improvement efforts and outcomes with Service Strategy, Design, Transition and Operations. Successful implementation of CSI best practices enables IT departments to create and maintain value for customers through better design, introduction and operation of services. In this course, you learn how to plan, implement and optimize the Continual Service Improvement processes and gain the skills required to take the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam.

Objectives: The purpose of the CSI course is to obtain knowledge on ITIL concepts and terminology. The course looks at activities that may be implemented to enhance the quality of IT service management within an organization and enables students to understand the concepts, processes, functions and activities involved in CSI. It also aims to give a detailed management/business level understanding of the ITIL® CSI phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization. The course aims to explain the roles and justify the need of CSI in the Service Lifecycle. The course prepares delegates for the ITIL® Lifecycle examination in Continual Service Improvement. Through activities, students will gain knowledge of the Continual Service Improvement processes:

1. Justifying the role of continual service improvement
2. Applying the 7-step improvement process to enhance service quality and operational performance
3. Conducting a SWOT analysis
4. Creating a communication plan to engage the organization around CSI for IT service management

Audience: The course is suitable for individuals who require a deeper understanding of the CSI stage of the Service Lifecycle. It offers a natural career development path for practitioner staff who already hold the ITIL Foundation Certificate.

Prerequisites:

• Before taking the course it is recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years.
• The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day
• Pre-course reading required. Approximately 1 hour of home study each evening

View the complete Course Outline.