ITIL Intermediate Continual Service Improvement (CSI) – Online Training

$997.27 + GST

*Kindly note that all prices are quoted in AUD

Category: SKU: CLP-ITSM-ITIL-CSI-001 Tags:


ITIL Intermediate Continual Service Improvement (CSI) is one of the module 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 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.

ITIL Intermediate Continual Service Improvement (CSI) Online Training covers the following topics:


1. Introduction

  • Overview
  • Context
  • ITIL in relation to other publications in the Best Management Practice portfolio
  • Why is ITIL so successful?
  • Chapter Summary


2. Service Management as a practice

  • Services and service management
  • Basic concepts
  • Governance and management systems
  • The service lifecycle


3. Continual service improvement principles

  • Continual service improvement approach
  • CSI and organizational change
  • Ownership
  • CSI register
  • External and internal drivers
  • Service level management
  • Knowledge management
  • The Deming cycle
  • Service measurement
  • IT governance
  • Frameworks, models, standards and quality systems
  • CSI inputs and outputs


4. Continual service improvement processes

  • The seven-step improvement process


5. Continual service improvement methods and techniques

  • Methods and techniques
  • Assessments
  • Benchmarking
  • Service measurement
  • Metrics


6. Organizing for continual service improvement

  • Organizational development
  • Functions
  • Roles
  • Customer engagement
  • Responsibility model – RACI
  • Competence and training


7.Technology considerations

  • Tools to support CSI activities
  • Summary


8. Implementing continual service improvement

  • Critical considerations for implementing CSI
  • Where do I start?
  • Governance
  • CSI and organizational change
  • Communication strategy and plan
  • Summary


9. Challenges, risks and critical success factors

  • Challenges
  • Critical success factors
  • Risks
  • Summary
Course Type : Online
Course Duration : 180 days access to online training programme
Certificates : Please note that the certification exam is NOT part of this course. If you want to order the certification exam separately, please contact us.


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