Course Description
The ITIL Intermediate Qualification: Continual Service Improvement
(CSI) Certificate is a free-standing qualification, but is also part of
the ITIL Intermediate Lifecycle stream, and one of the modules that
leads to the ITIL Expert Certificate in IT Service Management. The
purpose of this training module and the associated exam and certificate
is, respectively, to impart, test, and validate the knowledge on
industry practices in service management as documented in the ITIL
Continual Service Improvement publication.
This qualification presents a complete overview of CSI including all its related activities: to continually align
and realign IT services to changing business needs by identifying and
implementing improvements to IT services that support business
processes. This qualification reviews improvement activities as they
support the lifecycle approach through service strategy, service design, service transition and service operation.
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 opportunity.
Agenda
Learning Unit SOA01: Introduction to service offerings and agreements (SOA)Bloom’s Level 2 Objectives – Full understanding of SOA terms and core concepts.
- The value to the business of SOA activities
- The lifecycle within the SOA context
- How services deliver value to customers and the business and the relevance to the SOA processes
- How requirements are identified through the SOA processes
- Understanding return on investment (ROI) and the business case
Learning Unit CSI01: Introduction to continual service improvement
Bloom’s Level 2 Objectives – Full understanding of CSI terms and core concepts.
- The purpose, objectives and scope of CSI
- The value to the business of adopting and implementing CSI
- The context of CSI in the ITIL service lifecycle
- The approach to CSI, including key interfaces and inputs and outputs
Learning Unit CSI02: Continual service improvement principles
Bloom’s Level 4 Objectives – The knowledge, interpretation and
analysis of improvement principles, techniques and relationships, and
their application to ensure continual service improvement.
- How the success of CSI depends on understanding change in the organization and having clear accountability.
- How service level management and knowledge management influence and support CSI
- How the complete Deming Cycle works, and how it can be applied to a real world example.
- How CSI can make effective use of the various aspects of service measurement.
- What situations require the use of frameworks and models, and examples of how each type can be used to achieve improvement.
Learning Unit CSI03: Continual service improvement process
Bloom’s Level 4 Objectives – The knowledge, interpretation and
analysis of improvement principles, techniques and relationships, and
their application to ensure continual service improvement.
- What the seven-step improvement process is, how each step can be applied and the benefits produced.
- How CSI integrates with the other stages in the ITIL service lifecycle.
- How other processes play key roles in the seven-step improvement process.
Learning Unit CSI04: Continual service improvement methods and techniques
Bloom’s Level 4 Objectives – The knowledge, interpretation and
analysis of improvement principles, techniques and relationships, and
their application to ensure continual service improvement.
- When to use assessments, what to assess and how a gap analysis
can provide insight into the areas that have room for improvement.
- How to use benchmarking, service measurement, metrics, service reporting, including balanced scorecard and SWOT, to support CSI.
- How to create a return on investment, establish a business case and measure the benefits achieved.
- How techniques within availability management, capacity management,
IT service continuity management and problem management can be used by
CSI.
Learning Unit CSI05: Organizing for continual service improvement
Bloom’s Level 4 Objectives – The knowledge, interpretation and
analysis of improvement principles, techniques and relationships, and
their application to ensure continual service improvement.
- The role of the CSI manager, and the roles of service owner,
process owner, process manager and process practitioner in the context
of CSI and how they can be positioned within an organization.
- How to design, implement and populate a RACI (responsible,
accountable, consulted, informed) diagram as well as how to use it to
support CSI.
Learning Unit CSI06: Technology considerations
Bloom’s Level 4 Objectives – The knowledge, interpretation and
analysis of improvement principles, techniques and relationships, and
their application to ensure continual service improvement.
- The technology and tools required and how these would be
implemented and managed to support CSI activities such as performance,
project and portfolio management, as well as service measurement and
business intelligence reporting.
Learning Unit CSI07: Implementing continual service improvement
Bloom’s Level 4 Objectives – The knowledge, interpretation and
analysis of improvement principles, techniques and relationships, and
their application to ensure continual service improvement.
- CSI implementation: strategy, planning, governance,
communication, project management, operation, as well as how to deal
with cultural and organizational change
Learning Unit CSI08: Challenges, critical success factors and risks
Bloom’s Level 4 Objectives – The knowledge, interpretation and
analysis of improvement principles, techniques and relationships, and
their application to ensure continual service improvement.
- The challenges and risks such as staffing, funding, management,
etc., which can be related to CSI and the details behind how each
challenge can be addressed
- The critical success factors related to CSI as well as how to measure and monitor them
Audience
The
course covers the management-level concepts and core information about
the supporting activities within continual service improvement (CSI),
but not specific details about each of the supporting processes.
The main target candidate for the ITIL Intermediate Qualification:
Continual Service Improvement 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
- Service test managers and ITSM trainers.
- Individuals who require a detailed understanding of the ITIL CSI
phase 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 a detailed understanding of the 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 Certificate 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.