Course Description
GogoTraining is an ITIL® accredited ATO and this course fulfills all requirements to sit for your exam.
The course builds on the general principles covered in the ITIL® Foundation course. It covers the lifecycle aspects of Continual Service Improvement (CSI) from a managerial/supervisory perspective, including CSI principles, activities and technology considerations. It also gives an overview of the CSI Process. Additionally the course considers 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.
In This Course You Will Learn:
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
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Introduction to Continual Service Improvement
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Continual Service Improvement Principles
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Continual Service Improvement Process
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Continual Service Improvement Methods and Techniques
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Organisation for Continual Service Improvement
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Technology for Continual Service Improvement
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Implementation Considerations
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Critical success factors and risks
Prerequisites
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the v3 Foundation or v2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission to the examination.
It is strongly recommended that candidates read the ITIL Continual Service Improvement publication in advance of attending training for the certification; references to the book will be made during the course.
Candidates will find it helpful if they have at least two years experience in IT service management before taking the course.
Outline
Module 00: Course Introduction
Module 01: Introduction to CSI
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Continual Service Improvement in the Lifecycle
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Purpose and Objectives of Continual Service Improvement
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The scope of Continual Service Improvement
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The approach to Continual Service Improvement
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Exercise CSI Basics
Module 02: The approach to CSI
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The 6 Step Process
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Communication
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Perception and the Service Gap
Module 03: CSI Interfaces
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CSI interface to Service Strategy
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CSI interface to Service Design
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CSI interface to Service Transition
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CSI interface to Service Operation
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CSI throughout the Lifecycle
Module 04: Continual Service Improvement Principles: Part 1
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Understanding Change
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CSI and Service Level Management
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The Deming Cycle
Module 05: Continual Service Improvement Principles: Part 2
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Service Measurement - Baselines
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Value of Measurement to the Business
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The 7 step Improvement Process
Module 06: Continual Service Improvement Principles: Part 3
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Knowledge Management
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Benchmarks
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Governance
Module 07: Continual Service Improvement Principles: Part 4
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Frameworks
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Models
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Standards
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Quality Systems
Module 08: Continual Service Improvement Process: Part 1A
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Steps 1 to 3 of the 7 step process
Module 09: Continual Service Improvement Process: Part 1B
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Steps 4 to 7 of the 7 step process
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Exercise - 7 step process
Module 10: Continual Service Improvement Process: Part 2A
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CSI Integration
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Exercise - Lifecycle integration
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Service Reporting
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Service Measurement
Module 11: Continual Service Improvement Process: Part 2B
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Interpreting Metrics
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Exercise - Interpreting metrics
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Defining Metrics and Measurement
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Exercise - Metrics and Measurements
Module 12: Continual Service Improvement Process: Part 3
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Return on Investment (ROI)
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Exercise - ROI challenges
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Establishing a Business Case
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Business questions for CSI
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Exercise - Business questions for CSI
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Relationship between CSI and SLM
Module 13: CSI Methods and Techniques: Part 1
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Assessment
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Exercise - Assessment
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Gap Analysis
Module 14: CSI Methods and Techniques: Part 2
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Benchmarking
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Exercise - Benchmarking
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Balanced Scorecard
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Exercise - Balanced Scorecard
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SWOT analysis
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Exercise - SWOT Analysis
Module 15: CSI Methods and Techniques: Part 3A
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Deming Cycle
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Exercise - Deming Cycle
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Availability Management
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Exercise - Availability management
Module 16: CSI Methods and Techniques: Part 3B
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Capacity Management
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Exercise - Capacity management
Module 17: CSI Methods and Techniques: Part 4
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IT Service Continuity Management
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Risk Management
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Problem Management and CSI
Module 18: Organisation for CSI: Part 1
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CSI Roles and Responsibilities
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CSI Activities
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Exercise - Roles involved in the 7 steps
Module 19: Organisation for CSI: Part 2
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Responsibilities, skills and competencies Service Manager
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Responsibilities, skills and competencies CSI Manager
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Responsibilities, skills and competencies Service Owner
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RACI for CSI
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Exercise Comparison of CSI Manager, Service Level Manager and Service Owner
Module 20: Technology for CSI
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IT service management suites
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System and network management
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Event management
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Automated Incident and Problem resolution
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Performance Management
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Statistical Analysis tools
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Project and Portfolio Management
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Financial management
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Business Intelligence reporting
Module 21: Implementing Continual Service Improvement: Part 1
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Where to start
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The role of Governance to CSI
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The effect of Organizational Change for CSI
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Exercise - The effect of Organizational Change for CSI
Module 22: Implementing Continual Service Improvement: Part 2
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A Communications strategy and Plan
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Exercise - A Communications strategy and Plan
Module 23: Critical Success Factors and Risks: Part 1
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Challenges
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Critical Success Factors
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Risks
Module 24: Critical Success Factors and Risks: Part 2
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Benefits
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Exercise - Benefits
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Costs
Module 25: Exam Preparation Part 1
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About the exam
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Exam documentation
Module 26: Exam Preparation Part 2
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Analysing scenarios
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Studying sample questions
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Mock exam paper
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Taking your exam
Certification
To be eligible for the ITIL Intermediate Qualification: Continual Service Improvement examination, the candidate must have fulfilled the following requirements:
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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/scheme.
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There is no minimum requirement but 2-4 years IT Service Management experience is highly desirable.
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Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridging certificate.
• It is also recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the Service Management Practice core guideline publications including the Service Offerings and Agreements publication to prepare for the examination.
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. You will need to submit your completed course transcript in order to apply to take the exam. You can do this by clicking on the Email Your Transcript link found on your ITIL Continual Service Improvement transcript page.
When you pass your exam you will receive 3 credits toward your ITIL Expert certification. This course also qualifies for 7 PDU credits.
EXAM LOCATIONS
You may take your ITIL exam through APMG.
APMG: In the U.S. the APMG uses PSI testing centers to administer the exam. Outside of the U.S. the APMG will arrange for you to take your exam locally. If you would like more information specific to your situation you may contact the APMG by emailing them at this address: examinations@apmg-us.com. The APMG will invoice you for the exam at the GogoTraining ATO discounted price and authorize you to take the exam.
