ITIL Intermediate CSI Online Training 180 Days Access

Course Overview

Effective and formal IT Service Management will give an organization a clear view of its IT capabilities. It will give the IT department a clear understanding of the customer’s needs, drivers and motivation. The interlocking IT Service Management disciplines will allow the needs of the customer to be matched by the capability of the services being offered.
In documenting best practice ITIL has laid before us a professional approach to the provision of IT services. In the ITIL world measurement and monitoring are critical. We are able to focus on the needs of the business and to measure the performance of the services offered, reviewing and improving on a continual basis.

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.

Audience Profile

Prerequisites

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

Course Outline

CSI Intermediate Online Training Covers the following topics:
1. Introduction
a. Overview
b. Context
c. ITIL in relation to other publications in the Best Management Practice portfolio
d. Why is ITIL so successful?
e. Chapter Summary
2. Service Management as a practice
a. Services and service management
b. Basic concepts
c. Governance and management systems
d. The service lifecycle
3. Continual service improvement principles
a. Continual service improvement approach
b. CSI and organizational change
c. Ownership
d. CSI register
e. External and internal drivers
f. Service level management
g. Knowledge management
h. The Deming cycle
i. Service measurement
j. IT governance
k. Frameworks, models, standards and quality systems
l. CSI inputs and outputs
4. Continual service improvement processes
a. The seven-step improvement process
5. Continual service improvement methods and techniques
a. Methods and techniques
b. Assessments
c. Benchmarking
d. Service measurement
e. Metrics
6. Organizing for continual service improvement
a. Organizational development
b. Functions
c. Roles
d. Customer engagement
e. Responsibility model – RACI
f. Competence and training
7. Technology considerations
a. Tools to support CSI activities
b. Summary
8. Implementing continual service improvement
a. Critical considerations for implementing CSI
b. Where do I start?
c. Governance
d. CSI and organizational change
e. Communication strategy and plan
f. Summary
9. Challenges, risks and critical success factors
a. Challenges
b. Critical success factors
c. Risks
d. Summary