• Education Bureau Registration Number:575690, 597600
Course Centre Day Date Time Hours Trainer Status Enrollment
ITIL® Intermediate: Continual Service Improvement (CSI) Wanchai N/A To be confirmed N/A 21 David Ho Planning

ITIL® Intermediate: CSI

Great Learning is an ITIL® Accredited Training Organisation

Course Duration: 21 hours, 3 sessions of 7 hours each

Course Fee: HKD8,200 (includes exam fee HKD3,600)

Language of Delivery: Cantonese with English terms

Service Lifecycle modules are most relevant to those who have, or are looking for, a management or team leader role that requires management of different areas or work across different teams.

All the modules within the Service Lifecycle category are suitable for those intending to focus on the process and practice elements used, and the management capabilities needed to deliver quality Service Management practices.

The Continual Service Improvement (CSI) module is one of the certifications 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 certification 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.

ITIL® CSI Certificate (3 credits) can be used towards the ITIL® Expert certification (acquires 22 credits).

End learners who achieve 17 credits from the current ITIL v3 credit system will be able to take the ITIL Managing Professional (ITIL MP) transition module in order to move to the new scheme without needing to take the MALC exam. (ITIL MP released during the second half of 2019).

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

  • Introduction to Continual Service Improvement
  • Continual Service Improvement Principles
  • Continual Service Improvement Process
  • Continual Service Improvement Methods and Techniques
  • Organisation for Continual Service Improvement
  • Technology for Continual Service Improvement
  • Implementation Considerations
  • Critical success factors and risks

Learning Unit CSI01: Introduction to Continual Service Improvement

  • The Service Gap Model, how Service Level Management contributes to the management of gaps and how a Service Improvement Programme can be utilized
  • The 7-Step Improvement process used in the Continual Service Improvement
  • The processes and service lifecycle stages that Continual Service Improvement interfaces with
  • The fundamental aspects of Continual Service Improvement and be able to define them

 

Learning Unit CSI02: Continual Service Improvement Principles

  • How Service Level Management supports Continual Improvement, providing details and examples related to use of Service Level Agreements, Operational Level Agreements and Underpinning Contracts
  • How the complete Deming Cycle works and how it can be applied to a real world example
  • What role benchmarking plays in Continual Service Improvement and the interaction it has with governance
  • What situations require the use of frameworks and models and examples how each type can be used to achieve improvement

 

Learning Unit CSI03: Continual Service Improvement Process

  • What the 7-Step Improvement process is, how each step can be applied and the benefits it produces
  • The use and interaction of all other lifecycle stages and activities that contribute to Continual Service Improvement
  • The benefits and differences between the types of metrics (i.e. Technology, Process and Service) and how each is used to support Continual Service Improvement
  • The differences between the Technology Domain and the Service Management Domain, and how each is viewed by Continual Service Improvement

 

Learning Unit CSI04: Continual Service Improvement Methods and Techniques

  • How Availability Management techniques such as Component Failure Impact Analysis, Fault Tree
  • Analysis are used to support Continual Service Improvement
  • How Capacity, Problem, Risk and IT Service Continuity Management can all be used holistically to support Continual Service Improvement
  • When and where to use benchmarking, Balanced Scorecards and SWOT (Strength, Weakness Opportunity Threat) analysis

 

Learning Unit CSI05: Organization for Continual Service Improvement

  • How to design, implement and populate a RACI (Responsible, Accountable, Consulted, Informed) diagram as well as how to use it to support Continual Service Improvement
  • The Continual Service Improvement related roles and responsibilities such as Service Manager,
  • Continual Service Improvement Manager and Service owner and provide examples of how they can be positioned within an organization

 

Learning Unit CSI06: Technology for Continual Service Improvement

  • The technology and tools required, as well as, how these would be implemented and managed, to support Continual Service Improvement activities such as Performance, Project and Portfolio
  • Management as well as Service Measurement and Business Intelligence reporting

 

Learning Unit CSI07: Implementing Continual Service Improvement

  • Continual Service Improvement implementation: Strategy, planning, governance, communication, project management, operation as well as how to deal with cultural and organizational change
  • The day-to-day concerns, support and operations of a large corporate Continual Service Improvement group

 

Learning Unit CSI08: Critical Success Factors and Risks

  • The challenges and risks such as staffing, funding, management, etc., which can be related to
  • Continual Service Improvement and the details behind how each challenge can be addressed
  • The Critical Success Factors related to Continual Service Improvement as well as how to measure and monitor them

The main target group for the ITIL® Intermediate Qualification: Service Strategy Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.

Number of Questions: 8 Questions

Exam Duration: 120 minutes

Exam Format: Multiple choice, scenario-based, gradient scored questions. Closed book

Exam Location: Great Learning Education Centre

Passing Mark: 28/40 or 70%

Accreditated course material and sample questions

  • Great Learning is an ITIL® Accredited Training Organisation, students can further study to be an ITIL Expert in our centre.
  • We are IT soft skill specialists, highly experienced in delivering complicated and conceptual knowledge in an effective way.

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