ITIL v3 Continual Service Improvement Course Overview

The ITIL® Intermediate Certificate in Continual Service Improvement (CSI) forms part of the Lifecycle series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL® Service Management Expert qualification.  It will give candidates a deep level of understanding of CSI processes and roles.

This course is intended to enable delegates with a Foundation-level knowledge of IT Service Management to apply good practice in processes pertaining to the CSI lifecycle phase.  The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion.  On completion of the course and the required personal study, delegates will be able to sit the ITIL® Intermediate examination in Continual Service Improvement worth 3 credits¹.   (¹ Certain conditions apply - ask your Account Manager for details.)

Who will the Course Benefit?

This course is aimed at individuals who have attained the V3 ITIL® Foundation certificate in Service Management and who wish to advance to higher level ITIL® certifications.  It will give delegates a detailed 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 organisation.

Individuals who may find this course of interest include IT professionals working within or about to enter a CSI environment and requiring a detailed understanding of the processes, functions and activities involved, as well as those who are seeking the ITIL® Expert qualification in IT Service Management.

Course Objectives

This course will enable participants to:

• Understand the importance of Service Management as a Practice
• Understand CSI Principles and Processes
• Carry out common CSI activities
• Organise CSI effectively
• Recognise CSI functions and technology-related activities
• Understand how to implement CSI
• Understand and analyse challenges, Critical Success Factors and risks related to CSI

Examinations

• Eight complex multiple-choice questions (multi-part, scenario-based, gradient-scoring), closed book
• 90 minutes
• 70% pass mark, distinction mark to be confirmed

Course Materials

Delegates will receive a copy of the ITIL® Intermediate Certificate in CSI courseware, along with the CSI volume of the ITIL® Core Books.

NOTE: Course technical content is subject to change without notice.

Course Content