Successful Service Management requires the skills, tools and techniques for
identifying, prioritizing and implementing opportunities for ongoing
improvement. Based on the Continual Service Improvement (CSI) publication within
the ITIL core library, this three (3) day course focuses on the strategies,
concepts and techniques for creating and managing a metrics-driven CSI program
to your Service Management initiative. The course culminates with the ITIL
Intermediate Continual Service Improvement certification examination.
Embedded into the CSI course is our unique virtualization, Living the
Lifecycle®. Woven through all ITSM Academy's ITIL
Certification classes, this virtualization brings concepts and processes to
life. Within a virtual business environment, as a group, we introduce a service
and then follow it from strategic decision through implementation.
This virtualization successfully enables active learning by encouraging the
participants to:
- Discuss and understand pure ITIL concepts
- Apply
concepts to a “neutral” real world situation
- Learn different
perspectives
- Reinforce examinable concepts
Learning Objectives:
Upon successful completion learners
will understand
- CSI purpose, objectives and value
- CSI principles
- CSI process: Seven-step Improvement process
- CSI methods and techniques
- Organizing for CSI
- Technology and implementation considerations
- Challenges, critical success factors and risks
Audience:
Anyone involved in the ongoing management of
IT services including
- CIOS, CTO and other Senior IT management
- All Service Management process managers and process owners
- Data analysts
- Internal auditors
- Any individuals requiring a detailed understanding of continual service
improvement metrics, models and techniques
- Business and IT consultants involved in the high level implementation of
Service Management processes
- Individuals seeking to achieve the ITIL Expert™ or ITIL Master qualification
Delivery:
Course is delivered by instructors with
real-life implementation experience in the CSI activities. Learn from those who
have actual hands on experience in performing a Continual Service Improvement
program. Our students are immersed for 3 days in material that is presented in a
fun, practical manner using exercises, sample exams and real life service
management examples.
“Loved the real world examples to explain conceptual points. The
Practical experiences the instructor shared with the class. You know she had
dealt with the issues and benefits of ITIL and CSI in the real world. Very good
course length.” ~ CSI Class Survey, July
2010
Prerequisites:
The ITIL Foundation Certification
in IT Service Management - obtained through ITIL V3 Foundation
or Foundation
Bridge Course
Learners must complete at least 21 hours of personal study by reviewing the
Continual Service
Improvement publication.
Exam & Certification:
Successfully passing the 90
minute, exam consisting of eight (8) complex, multi-part, multiple choice
scenario-based gradient scored questions leads to the ITIL Intermediate
Qualification: Continual Service Improvement Certificate.
Diploma:
ITSM Academy is Licensed by the Commission for Independent
Education, Florida Department of Education to offer occupational IT Service
Management Professional (ITSMP)® Diplomas. This
course earns ITSMP students credits toward their Change Manager, Support Manager
and/or Service Level Manager Diplomas.
ITIL Expert™:
Earn 3 credits of the 22 required to
achieve the ITIL
Expert Certification.
Project Management Institute (PMI) Professional Development Units
(PDUs):
ITSM Academy is recognized by PMI
as a Global R.E.P. You will earn 22 contact hours or PDUs upon
completion of this course.
Instructors:
As with all ITSM Academy Training, our
instructors have successful track records as IT professionals and bring that
acumen into the classroom. Utilizing the highest quality content, our trainers
blend their real life experiences into lively classroom discussion.
Instructors for this course are ITIL Experts™, CSI Certified and have
successfully completed ITSM Academy's CSI Train-the-Trainer Program.
Course / Student Material:
- Three (3) Days Instructor Led Training and Exercise Facilitation (23 Class
Hours/21 Study Hours)
- Access to pre-course recorded training
- Reviews key ITIL Foundation
concepts
- Describes pre-class reading and assignments
- Provides tips
for exam preparations
- Learner Manual (excellent post-class reference)
- Study aids and sample exams
- Participation in Living the Lifecycle® ITSM
Academy's unique series of case study-based exercises
- Exam Preparation
- In-Class Exam
Notes:
- The CSI exam is a very challenging test. Upon registration, learners will be
provided a pre-course reading list. Learners will be expected to read the case
study and process chapters from the appropriate ITIL book - Continual Service
Improvement - before the first class date...a minimum 21 hours of personal
study.
- The ITIL core books are not included with this course, access to the
Lifecycle Suite is required. The books can be purchased from ITSM
Bookstore.
- Maximum Learners per Class is 18.