ITIL® 2011: Continual Service Improvement – Accredited Training

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Start Learning ITIL® 2011: Continual Service Improvement – Accredited Training Today!

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Video Title	Minutes
00: Course Introduction	10
01: Introduction to CSI	12
02: The approach to CSI	7
03: CSI Interfaces	16
04: Continual Service Improvement Principles: Part 1	22
05: Continual Service Improvement Principles: Part 2	20
06: Continual Service Improvement Principles: Part 3	16
07: Continual Service Improvement Principles: Part 4	16
08: Continual Service Improvement Process: Part 1	21
09: Continual Service Improvement Process: Part 2	20
10: Continual Service Improvement Process: Part 3	4
11: CSI Methods and Techniques: Part 1	16
12: CSI Methods and Techniques: Part 2	26
13: CSI Methods and Techniques: Part 3	14
14: CSI Methods and Techniques: Part 4	9
15: CSI Methods and Techniques: Part 5	14
16: CSI Methods and Techniques: Part 6	8
17: CSI Methods and Techniques: Part 7	17
18: CSI Methods and Techniques: Part 8	15
19: Organisation for CSI: Part 1	12
20: Organisation for CSI: Part 2	21
21: Technology for CSI	17
22: Implementing Continual Service Improvement: Part 1	23
23: Implementing Continual Service Improvement: Part 2	6
24: Critical Success Factors and Risks: Part 1	16
25: Critical Success Factors and Risks: Part 2	9
26: Exam Preparation Part 1	6
27: Exam Preparation Part 2	10
Total:	6 hours 43 minutes

Start Learning ITIL® 2011: Continual Service Improvement – Accredited Training Today!

Your Price: $625

Course Materials

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• Student Guide
• Exercise Guide
• Exercise Answer Guide
• Sample Papers (Updated 8/12)
• CSI Figures
• Training Plan
• Course Syllabus (Updated 7/12)
• ITIL 2011 Summary of Updates

Related Links

• Course Survey

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Start Learning ITIL® 2011: Continual Service Improvement – Accredited Training Today!

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Description

GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises, fulfill the 21 contact hours required to sit for your exam.

This APMG accredited training program is for individuals seeking specialist certification in ITIL® Continual Service Improvement practice area. In order to sit for the Continual Service Improvement exam you need to have passed your ITIL® Foundation exam as this course builds on the general principles covered in the ITIL® Foundation course and have completed an accredited Continual Service Improvement training course.

In this course ITIL Expert Helen Morris will walk you through the lifecycle aspects of Continual Service Improvement (CSI) from a managerial/supervisory perspective, including CSI principles, activities and technology considerations. Helen will also provide an overview of the CSI Process give you a strong understanding of the interfaces between CSI and the other stages of the ITIL® Service Lifecycle.

For information on how to take your ITIL® examination, see the certification section.

Objectives

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

• 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

 

Related Training

• Course: ITIL® 2011: Foundations - APMG Accredited
• Course: ITIL® 2011: Planning, Protection & Optimization - APMG Accredited
• Course: ITIL® 2011: Release, Control and Validation - APMG Accredited
• Podcast: ITIL: Kotter’s 8 Step Change Model and CSI

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Start Learning ITIL® 2011: Continual Service Improvement – Accredited Training Today!

List Price: $995 Your Price: $625

ITIL® 2011: Continual Service Improvement – Accredited Training Outline

Module 00: Course Introduction

Module 01: Introduction to CSI

• Continual Service Improvement in the Lifecycle
• Purpose and Objectives of Continual Service Improvement
• The scope of Continual Service Improvement
• The approach to Continual Service Improvement
• Exercise CSI Basics

Module 02: The approach to CSI

• The CSI Approach

Module 03: CSI Interfaces

• CSI interface to Service Strategy
• CSI interface to Service Design
• CSI interface to Service Transition
• CSI interface to Service Operation
• CSI throughout the Lifecycle

Module 04: Continual Service Improvement Principles: Part 1

• Understanding Change
• CSI and Service Level Management
• The Deming Cycle

Module 05: Continual Service Improvement Principles: Part 2

• Service Measurement – Baselines
• Value of Measurement to the Business
• The 7 step Improvement Process

Module 06: Continual Service Improvement Principles: Part 3

• Knowledge Management
• Benchmarks
• Governance

Module 07: Continual Service Improvement Principles: Part 4

• Frameworks
• Models
• Standards
• Quality Systems

Module 08: Continual Service Improvement Process: Part 1

• Importance and use of Configuration Items
• The Configuration Management System
• Secure Libraries & DML

Module 09: Continual Service Improvement Process: Part 2

• Steps 4 to 7 of the 7 step process
• Exercise – 7 step process

Module 10: Continual Service Improvement Process: Part 3

• CSI Integration
• Exercise – Lifecycle integration

Module 11: CSI Methods and Techniques: Part 1

• Assessment
• Exercise – Assessment
• Gap Analysis

Module 12: CSI Methods and Techniques: Part 2

• Benchmarking
• Exercise – Benchmarking
• Balanced Scorecard
• Exercise – Balanced Scorecard
• SWOT analysis
• Exercise – SWOT Analysis

Module 13: CSI Methods and Techniques: Part 3

• Service Reporting
• Interpreting Metrics

Module 14: CSI Methods and Techniques: Part 4

• Metrics and Measurement
• KPIs

Module 15: CSI Methods and Techniques: Part 5

• Return on Investment (ROI)
• Exercise – ROI challenges
• Establishing a Business Case
• Business questions for CSI
• Exercise – Business questions for CSI
• Relationship between CSI and SLM

Module 16: CSI Methods and Techniques: Part 6

• Availability Management
• Exercise – Availability management

Module 17: CSI Methods and Techniques: Part 7

• Capacity Management
• Exercise – Capacity management

Module 18: CSI Methods and Techniques: Part 8

• IT Service Continuity Management
• Risk Management
• Problem Management and CSI

Module 19: Organisation for CSI: Part 1

• CSI Roles and Responsibilities
• CSI Activities
• Exercise – Roles involved in the 7 steps

Module 20: Organisation for CSI: Part 2

• Responsibilities, skills and competencies Service Manager
• Responsibilities, skills and competencies CSI Manager
• Responsibilities, skills and competencies Service Owner
• RACI for CSI
• Exercise Comparison of CSI Manager, Service Level Manager and Service Owner

Module 21: Technology for CSI

• IT service management suites
• System and network management
• Event management
• Automated Incident and Problem resolution
• Perrformance Management
• Statistical Analysis tools
• Project and Portfolio Management
• Financial management
• Business Intelligence reporting

Module 22: Implementing Continual Service Improvement: Part 1

• Where to start
• The role of Governance to CSI
• The effect of Organizational Change for CSI
• Exercise - The effect of Organizational Change for CSI

Module 23: Implementing Continual Service Improvement: Part 2

• A Communications strategy and Plan
• Exercise - A Communications strategy and Plan

Module 24: Critical Success Factors and Risks: Part 1

• Challenges
• Critical Success Factors
• Risks

Module 25: Critical Success Factors and Risks: Part 2

• Benefits
• Exercise - Benefits
• Costs

Module 26: Exam Preparation Part 1

• About the exam
• Exam documentation

Module 27: Exam Preparation Part 2

• Analysing scenarios
• Studying sample questions
• Mock exam paper
• Taking your exam

 

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Start Learning ITIL® 2011: Continual Service Improvement – Accredited Training Today!

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Prerequisites

ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Continual Service Improvement certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

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Start Learning ITIL® 2011: Continual Service Improvement – Accredited Training Today!

List Price: $995 Your Price: $625

Certification

To be eligible for the ITIL® Intermediate Qualification: Continual Service Improvement examination, candidates shall fulfil the following requirements:

• At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course and scheme
• A basic IT literacy and around 2 years IT experience are highly desirable
• Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)
• It is recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Continual Service Improvement publication in preparation for the examination, specifically Chapter 2: Service management as a practice

The ITIL® Continual Service Improvement exam is an 8 question multiple choice scenario-based exam and you may take up to 90 minutes to complete it. Each question will have four possible answer options, one of which is worth five marks, one which is worth three marks, one which is worth one mark, and one which is a distracter and achieves no marks.

A passing mark is 70% or higher. When you pass your exam you will receive 3 credits toward your ITIL® Expert certification. This course also qualifies for 7 PDU credits.

 

EXAM LOCATION
You may take your ITIL® exam through APMG or PeopleCert.

APMG: To take your exam with APMG send your course transcript along with full contact information (name, phone, email, postal address) to examinations@apmg-us.com. APMG will work with you to schedule your exam.  APMG offers web cam proctored exams and exams in local testing centers. Contact APMG at examinations@apmg-us.com to arrange for your exam.
 

PeopleCert: PeopleCert offers online proctored exams for all ITIL courses.  You can register online and within a few hours you can be taking your exam.  For more details, download the Candidate Web Registration.  To purchase your exam voucher go to https://webcandidate.peoplecert.org.

 

For more information, contact us or call 1-877-546-4446

Start Learning ITIL® 2011: Continual Service Improvement – Accredited Training Today!

List Price: $995 Your Price: $625

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