Course description
ITIL® Continual Service Improvement Training Course
Our ITIL Continual Service Improvement training course will teach you how individuals and organisations can strategically review the range of products and services you have produced.
The Continual Service Improvement qualification focuses on how organisations and individuals can strategically review their products and services from strategic, design, transition, and operational aspects of the IT Service Lifecycle. You will learn how these processes should be organised and implemented.
Throughout this ITIL CSI training course, you will focus on the principles and techniques from the Continual Service Improvement stage of the ITIL Lifecycle.
ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. The swirl logo ™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
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Upcoming start dates
Suitability - Who should attend?
Before enrolling onto this training course, you will first need to complete the training and exam for either ITIL Foundation Certificate in IT Service Management, or ITIL Foundation Certificate in IT Service Management.
This course would be suitable for individuals who currently work as, or are aspiring to embark on a career as a:
- IT Consultant
- Business Continuity Manager
- Service Level Manager
- Cyber Resilience Consultant
- IT Security Manager
- IT Professional - Continual Service Improvement
- Business Relationship Manager
- IT Security Architect
- IT Audit Manager
- Chief Information Officer
- Chief Technology Officer
Outcome / Qualification etc.
Accreditation: ITIL®
Learning Outcomes
This ITIL CSI qualification covers the necessary learning to pass your exam, and teach you how to align IT services to the changing needs of a business, by identifying and implementing improvements to IT services which support the business process.
You will review improvement activities and gain the competencies in the follow areas:
- Basics of Continual Service Improvement
- Continual Service Improvement principles
- Continual Service Improvement process
- Continual Service Improvement methods and techniques
- Organising for Continual Service Improvement
- Technology considerations
- Implementing Continual Service Improvement
- Challenges, critical success factors and risks
Training Course Content
Introduction to continual service improvement
- The purpose, objectives, and scope of CSI
- The value to the business of adopting and implementing CSI
- The context of CSI in the ITIL service lifecycle
- The approach to CSI, including key interfaces and inputs and outputs
Continual service improvement principles
- How the success of CSI depends on understanding change in the organisation and having clear accountability
- How service level management and knowledge management influence and support CSI
- How the complete Deming Cycle works, and how it can be applied to a real-world example
- How CSI can make effective use of the various aspects of service measurement
- What situations require the use of frameworks and models, and examples of how each type can be used to achieve improvement
Continual service improvement process
- What the seven-step improvement process is, how each step can be applied, and the benefits produced
- How CSI integrates with the other stages in the ITIL service lifecycle
- How other processes play key roles in the seven-step improvement process
Continual service improvement methods and techniques
- When to use assessments, what to assess and how a gap analysis can provide insight into the areas that have room for improvement
- How to use benchmarking, service measurement, metrics, service reporting, including balanced scorecard and SWOT, to support CSI
- How to create a return on investment, establish a business case and measure the benefits achieved
- How techniques within availability management, capacity management, IT service continuity management and problem management can be used by CSI
Organising for continual service improvement
- The role of the CSI manager, and the roles of service owner, process owner, process manager and process practitioner in the context of CSI and how they can be positioned within an organisation
- How to design, implement and populate a RACI (responsible, accountable, consulted, informed) diagram as well as how to use it to support CSI
Technology considerations
- The technology and tools required and how these would be implemented and managed to support CSI activities such as performance, project, and portfolio management, as well as service measurement and business intelligence reporting
Implementing continual service improvement
- CSI implementation: strategy, planning, governance, communication, project management, operation, as well as how to deal with cultural and organisational change
Challenges, critical success factors and risks
- The challenges and risks such as staffing, funding, management, etc., which can be related to CSI and the details behind how each challenge can be addressed
- The critical success factors related to CSI as well as how to measure and monitor them
Why choose e-Careers Ltd
We have successfully trained over 610,000 learners, from over 50 countries, and growing.
We are industry leaders, with multiple awards and over 10 years experience.
Our Trainers and Tutors are industry experts in their fields
Continuing Studies
Once you have completed your training and passed your CSI exam, you will be able to apply for job roles in the IT Service sector, including:
- IT Consultant
- Business Continuity Manager
- Service Level Manager
- Cyber Resilience Consultant
- IT Security Manager
- IT professional involved in continual service improvement