Length
4 days

Overview

This intermediate course enables you to gain a deep understanding of the ITIL Continual Service Improvement phase to enhance the quality of IT service provision. It covers the management and control of the activities and techniques within the Continual Service Improvement stage. A copy of the official ITIL Continual Service Improvement 2011 Lifecycle Publication is also included as part of the training package.

Examination

The CSI exam is challenging and consists of a complex multiple-choice, closed book paper of 8 questions, to be answered within 90 minutes. The pass mark is 70% or more. Two practice exam papers will be provided to assist with preparation. Successful candidates will be awarded 3 credits towards the ITIL Expert certification.

It is highly recommended that you spend time before this course begins and each evening of this course reviewing and consolidating what you’ve learned, to be well prepared for the exam.

Key Topics

Detailed Info
  • Introduction to CSI
  • CSI principles, purpose and objectives
  • Continual Service Improvement process
  • 7-step improvement process
  • Service Reporting
  • Service Measurement
  • CSI integration with other stages in the Service Lifecycle
  • Return on Investment for CSI
  • Methods and techniques
  • Assessments and gap analysis
  • Benchmarking, Measuring and Reporting
  • Deming Cycle and service improvement
  • Availability and capacity management techniques
  • Risk management to identify improvement
  • Problem management and CSI
  • Organising for CSI
  • Technology considerations surrounding CSI
  • Implementation of CSI
Skills Gained
Key Topics
Target Audience
Prerequisites
Industry Association Recognition

Skills Gained

On completion of the course candidates can expect to gain competencies in the following:

  • Introduction to Continual Service Improvement
  • Continual Service Improvement principles
  • Continual Service Improvement process
  • Continual Service Improvement methods and techniques
  • Organisation for Continual Service Improvement
  • Technology for Continual Service Improvement
  • Implementation considerations
  • Critical success factors and risks

Key Topics

  • Introduction to CSI
  • CSI principles, purpose and objectives
  • Continual Service Improvement process
  • 7-step improvement process
  • Service Reporting
  • Service Measurement
  • CSI integration with the other stages in the Service Lifecycle
  • Return on Investment for CSI
  • Methods and techniques
  • Assessments and gap analysis
  • Benchmarking, Measuring and Reporting
  • Deming Cycle and service improvement
  • Availability and capacity management techniques
  • Risk management to identify improvement
  • Problem management and CSI
  • Organising for CSI
  • Technology considerations surrounding CSI
  • Implementation of CSI
  • Exercises and discussions to consolidate the learning experience and understand how to implement the practice
  • Exam preparation, revision and mock examination

Target Audience

This course is aimed at CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and service test managers.

We can also deliver and customise this training course for larger groups – saving your organisation time, money and resources. For more information, please contact us on 1800 853 276.

Prerequisites

A pass in the ITIL® 4 or ITIL V3 or ITIL 2011 Foundation exam or the ITIL V2-V3 Bridging exam from either EXIN, ISEB/BCS or APMG. Proof will need to be provided before attending the course.

Candidates should have exposure to basic concepts in IT and related work experience of at least two years.

This course is based on material published in the ITIL v3 publications. Though ITIL 4 Foundation Certificate is an acceptable pre-requisite, we strongly recommend that any candidate whose exposure to IT Service Management is purely from ITIL 4 Foundation familiarise themselves with the differences between ITIL v3 and ITIL 4.

Industry Association Recognition

Project Management Institute (PMI)®

  • Contact Hours: 28 hours
  • Professional Development Units (PDUs): 28 PDUs

Australian Institute of Project Management (AIPM)

  • Continual Professional Development (CPD) points: 10 points
Print course details

The supply of this course by DDLS is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.

Request Course Information

You don't appear to have Javascript enabled, our contact forms & booking process unfortunately requires it.

If you'd like more information, or to book a course please email us

Email Course Outline
Request a Callback

Enter your details below and we'll email you a pdf of the course outline.

Enter your details below and one of our team will give you a call to answer any questions you may have.

Pre-Course Requirements

This course has requirements which must be completed before commencing.
Please click here to view.