ITIL Lifecycle - Continual Service Improvement CSI Course

Course Overview

The Continual Service Improvement (CSI) module is one of the qualifications within the ITIL Service Lifecycle work stream. This module focuses on the principles and techniques from the Continual Service Improvement stage of the ITIL Lifecycle, but does not go into detail about specific processes.

The CSI qualification focuses on how organizations and individuals can strategically review the products and services they have produced following the strategy, design, transition and operation stages of the IT Service Lifecycle and offers guidance on how this process should be organized and executed. It also includes guidance on the tools and technology that can be used to support CSI activities as well as how to evaluate risks and critical success factors.
The course covers management and control of activities and techniques within the Continual Service Improvement phase of the ITIL Lifecycle, but it does not provide the full detail of each supporting process.
CSI practices can help businesses and projects continue to meet and adapt to the changing needs of end users as well as improving efficiencies and returns on investment for organizations.

Prerequisites

Candidates for this course must:
• Hold an ITIL Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate
• There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable

Audience

The CSI Lifecycle course will be of interest to:
•Individuals who have their ITIL Foundation Certificate (or Foundation + Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications
•Individuals who require a deeper understanding of the CSI stage of the Service Lifecycle and how activities in this Lifecycle stage may be implemented to enhance the quality of IT service management within an organization
•IT professionals working in or new to a CSI environment who require and understanding of the concepts, processes, functions, and activities involved
•Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules
•Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite
 

Learning Objectives:
Upon completion of this course and examination, the learner will gain competencies in:
•Understanding Service Management as a Practice and CSI principles, purpose, and objective
•Understanding how all CSI processes interact with other Service Lifecycle processes
•The sub-processes, activities, methods, and functions used in each of the CSI processes
•The roles and responsibilities within CSI and the activities and functions to achieve operational excellence
•How to measure CSI performance
•Understanding technology and implementation requirements in support of CSI
•The challenges, critical success factors, and risks related with CSI

Course Organization Logistics:

• A maximum of 12 people can attend this course with 1 instructor.
• Classroom with U-shaped seating arrangement
• 2 break out rooms where available- Whiteboard, flipchart, projector
• Previous ITIL Certificate numbers need to be provided prior to the start of the course
• The exam can be scheduled on the last day

 Students receive a copy of the classroom presentation material, practice exam, case study, homework assignments.
• ITIL best practice core books are available as electronic .pdf, printed book and online subscription versions
 

About the Examination:

Evidence of ITIL Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate and completion of CSI course from an Accredited Training Provider is required to sit the exam
• It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the CSI book in preparation for the examination.
• The syllabus can be downloaded from:
https://www.axelos.com/itil
• The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
• Exam duration is a maximum 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
• Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
• Pass score is 28/40 or 70%
• Distinction pass score is under consideration
 

Credits:

• Upon successful passing of the ITIL CSI exam, the student will be recognized with 3 credits in the ITIL qualification scheme.
• Project Management Institute – Professional Development Units (PDUs) = 21

Daily Agenda Outline