ITIL Continual Service Improvement (CSI)

In this 3-day, instructor-led course based on Information Technology Infrastructure Library’s (ITIL) Continual Service Improvement (CSI) publication the student is presented with a comprehensive discourse in the key concepts, processes, principles, functions and best practices for the CSI process which is one of five courses comprising the ITIL Intermediate Lifecycle program. The student builds on their ITIL knowledge with an in depth exposure and comprehension of CSI that they can leverage in their work environment. Additionally, the course prepares the student for the ITIL Intermediate Examination in CSI.

ITIL isn’t just for IT

• Professionals who are working in or about to assume a role within CSI
• Business Managers, Project Managers, Business Analysts
• IT Managers, IT Professionals
• Consultants, Managed Service Providers, Systems Integrators, Solution Providers
• Professionals wanting to acquire new skills, higher levels of ITIL certification or are working on the ITIL Expert Certification of which CSI can fulfill one of the prerequisites

This is a professional, intermediate level course that is taught using lecture, seminar and case study methods. The attendees freely exchange ideas, engage in lively discourse and develop a high level of comprehension of CSI. To achieve this end the attendees are strongly encouraged to prepare themselves through pre-reading of the provided materials:

• Prerequisite – Students must hold the ITIL Foundation Certificate
• Review the Syllabus
• Read the ITIL Publication: ITIL Continual Service Improvement
• Review materials provided for any ITIL course previously taken

This course is one of five courses comprising the ITIL Intermediate Lifecycle Program. Our goal is to first provide the student with practical knowledge of the CSI process and then bring them to a level of comprehension of the process. This gives them a knowledge base which they then can leverage in their work environment and that prepares the student to pass the certification exam. To that end we follow the accredited course syllabus.
Here are the highlights of what the student will learn:

• How to plan, implement and optimize a CSI program
• The concepts, processes, and methods of CSI
• How to manage the activities of CSI
• How CSI integrates with the other ITIL Lifecycle processes
• The principles of CSI and how to govern the process
• The roles and responsibilities within CSI and how to organize to them
• About the technology and implementation requirements of CSI
• About the challenges and risks in implementing CSI.

• PDU credits for PMI – 21
• ITIL credits toward the Expert Level Certification – 3
• Continual Professional Development (CPD) for Professional Recognition for IT Service Management (priSM) – 6
• Classes are restricted to at most 15 students to enhance the learning experience.

The student is given 90 minutes to complete the exam that consists of 8 complex, scenario based, multiple choice, and gradient scored questions. It is typically given on the last day of class at 3pm. To pass the exam a 70% score must be obtained.

Day 1:

• Learn the CSI Purpose, Scope and Value to the Business
• Understand the CSI Activities, Models and the Seven Step Improvement Process
• Measuring CSI
• Learn the CSI Challenges, Risks and Roles
• Homework Assignment

Day 2:

• Review Previous Day and Homework Assignment
• Learn the CSI Principles
• Establishing Meaningful CSI Approaches
• Understand CSI Methods and Techniques
• Homework Assignment

Day 3:

• Review Previous Day and Homework Assignment
• Learn the Technology Considerations for CSI
• Implementing CSI
• Finish reviewing sample exams