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  • ITIL Intermediate Continual Service Improvement (3 Day)

ITIL® Intermediate; Continual Service Improvement (3 Day)


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Quick Overview

This course is aimed at individuals who have attained the ITIL Foundation certificate in Service Management (either v3 Foundation or v1/v2 Foundation plus Bridge) and who wish to advance to higher level ITIL certifications. It will give delegates a detailed understanding of the ITIL CSI phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation.


The ITIL Intermediate Certificate in Continual Service Improvement (CSI) forms part of the Lifecycle series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL Service Management Expert qualification. It will give candidates a deep level of understanding of CSI processes and roles.

This course is intended to enable delegates with a Foundation-level knowledge of IT Service Management to apply good practice in processes pertaining to the CSI lifecycle phase. The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, delegates will be able to sit the ITIL Intermediate examination in Continual Service Improvement worth 3 credits.

Individuals who may find this course of interest include IT professionals working within or about to enter a CSI environment and requiring a detailed understanding of the processes, functions and activities involved, as well as those who are seeking the ITIL Expert qualification in IT Service Management.

What Are The Course Objectives?

The key objectives of this course are to enable participants to:

  • Understand the importance of CSI in the overall context of Service Management
  • Understand CSI Principles and Processes
  • Carry out common CSI activities
  • Organise CSI effectively
  • Recognise CSI technology-related activities
  • Understand how to implement CSI
  • Understand and analyse challenges, Critical Success Factors and risks related to CSI

Course Content:

1. Introduction to CSI

  • - Purpose, Objectives and Scope of CSI
  • - CSI and Business Value
  • - The CSI Approach
  • - Interfaces with Other Lifecycle Phases

2. CSI Principles

3. CSI Processes

  • - Seven-Step Improvement Process

4. CSI Methods and Techniques

  • - Assessments,Gap Analysis, Benchmarking,Service Measurement and Metrics
  • - ROI for CSI
  • - Service Reporting
  • - Availability Management Techniques
  • - Capacity Management Techniques
  • - CSI and ITSCM
  • - CSI and Problem Management
  • - CSI and Knowledge Management

5. Organizing for CSI

  • - Generic Roles and Responsibilities
  • - Roles in the Seven-Step Improvement Process
  • - CSI Manager
  • - RACI Model

6. Technology for CSI

7. Implementing CSI

  • - Where to Start?
  • - Governance
  • - Organizational Change
  • - Communications Strategy and Plan

8. Challenges, CSFs and Risks

What examinations are taken on the course?

ITIL® Continual Service Improvement Exam: 90 Mins, closed book, Eight complex multiple-choice questions choice questions

Additional Information

Course Type Intermediate Master ITIL/3DCSI

SPOCE delivers accredited training courses across the country. The following is a list of SPOCE's training venues. Residential accommodation (A) can be arranged at our Bournemouth venue. Refreshments (R) are provided at all venues. Lunch (L) is also provided at all venues except London.

Birmingham (L,R) - Hallmark Hotel - Strathallan, 225 Hagley Road, Edgbaston, Birmingham, West Midlands, B16 9RY

Bournemouth (A,L,R) - Hallmark - West Cliff, Durley Chine Road, Bournemouth, Dorset, BH2 5JS

Fareham (R) - IPSO, Forum 3, Solent Business Park, Whiteley, Fareham, Hampshire, PO15 7FH

Fleet (L,R) - GBS Corporate, Ancells Business Park, Oakmere, Barley Way, Fleet, Hampshire GU51 2UT

Leeds (L,R) - Jurys Inn, Brewery Place, Brewery Wharf, Leeds, West Yorkshire LS10 1NE

London (R) - SPOCE, 2nd Floor, New London House, 6 London Street, London, EC3R 7LP

Manchester (L,R) - Cheadle House, Royal Crescent, Cheadle, Stockport, SK8 3FS

Nottingham (L,R) - Eastwood Hall, Mansfield Road, Eastwood, Nottingham, NG16 3SS

Oxford (L,R) - Oxford Witney Four Pillars, Olney House, Ducklington Lane, Witney, Oxfordshire, OX28 4EX

Southampton (L,R) - The Learning Centre, 14 Annealing Close, Eastleigh, Hants, SO50 9PX

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