Home Events ITIL® Intermediate CSI Classroom/Live streamed course 4 Day course

ITIL® Intermediate CSI Classroom/Live streamed course 4 Day course

4 Day Course

4 Day course

This virtual classroom based course leads to the qualification Continual Service Improvement (CSI) “ITIL® Intermediate Certificate in IT Service Management”.

This leads to the ITIL®  Certificate – Continual Service Improvement. This is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.

This course is suitable for individuals who require a detailed understanding of the ITIL Continual Service Improvement phase of the ITIL core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation

It is particularly suitable for: CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.
The course covers the management and control of the activities and techniques within the Continual Service Improvement stage, but not the detail of each of the supporting processes.
The course covers the management and control of the activities and techniques within the Continual Service Improvement stage, but not the detail of each of the supporting processes.


Topics covered during course

Continual Service Improvement

  • Purpose, Objectives, and Scope
  • Business Value
  • CSI Approach
  • Context of CSI within the Service Lifecycle
  • Inputs and Outputs

CSI Principles

  • CSI Success Depends on Understanding Change within an Organization
  • CSI Success Depends on Clear Ownership and Accountability
  • How the CSI Register Supports CSI
  • CSI is Driven and Influenced by Service Level Management
  • Importance of Knowledge Management and the Deming Cycle to CSI
  • CSI Used to Ensure Effective Governance
  • Frameworks, Models, Standards, and Quality Systems Supporting CSI

Seven-Step Improvement Process

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Other Processes Support the Seven-Step Improvement Process

CSI Methods and Techniques

  • Assessments
  • Gap Analysis
  • Benchmarking
  • Service and Process Measurement
  • Metrics and Measurement Frameworks
  • Calculating Return on Investment
  • Service Reporting Policies and Principles
  • How Availability Management, Capacity Management, IT Service Continuity Management, Problem Management, and Knowledge Management Support CSI

Organization for CSI

  • Service Owners
  • Process Owner and Process Managers
  • Process Practitioners
  • CSI Manager
  • The Nature of the Seven-Step Improvement Process Activities and the Skills Required
  • CSI Manager vs. Other Supporting Roles
  • How Responsibility, Accountability, Consultancy, or Informational (RACI) Models Can Be Used to Clarify Roles and Responsibilities for CSI

Technology Considerations for CSI

  • IT Service Management Suites
  • Systems and Network Management Tools
  • Event management
  • Automated Incident/Problem Resolution
  • Performance Management
  • Statistical Analysis Tools
  • Project and Portfolio Management Tools
  • Financial Management Tools
  • Business Intelligence and Reporting Tools

Implementing CSI

  • Critical Considerations and Where to Start
  • Role of Governance to CSI
  • Effect of Organizational Change for CSI
  • Communication Strategies and Plans

Challenges, CSFs, and Risks

  • Challenges Facing CSI
  • CSFs for CSI
  • Risks Associated with Implementing CSI

Exam Preparation/Mock Exam

Exam

Prerequisites

A pass in the ITIL® V3 or ITIL® 2011 Foundation exam or the ITIL V2-V3 Bridging exam from either EXIN, ISEB/BCS or APMG. Proof will need to be provided before attending the course.

Candidates should have exposure to basic concepts in IT and related work experience of at least two years.

 

This course is run in our Adelaide office, but broadcast live on Google+ Facebook Live and our own live streaming platform.

All students get full access to the course, the trainer during and after the course, as well as the elearning site for 12 months.

 

Industry Association Recognition

Project Management Institute (PMI)®

  • Contact Hours: 28 hours
  • Professional Development Units (PDUs): 28 PDUs

Australian Institute of Project Management (AIPM)

  • Continual Professional Development (CPD) points: 10 points

It is highly recommended that you spend time before this course begins and each evening of this course reviewing and consolidating what you’ve learned, to be well prepared for the exam.

Examination

The CSI exam is challenging and consists of a complex multiple-choice, closed book paper of 8 questions, to be answered within 90 minutes. The pass mark is 70% or more. Two practice exam papers will be provided to assist with preparation. Successful candidates will be awarded 3 credits towards the ITIL Expert certification.

It is highly recommended that you spend time before this course begins and each evening of this course reviewing and consolidating what you’ve learned, to be well prepared for the exam.

Course Materials:

Participants receive a copy of the classroom presentation material in the Participant Handbook (eBook or printed).

Technical Requirements:

For elearning/online live streamed:

  • Internet is required only for downloading the eBook. The eBooks can be read offline.
  • Available on: Desktop, Laptop, Tablet, SmartPhone, eReader.

Date

02/ 10/ 18 - 05/ 10/ 18
Expired!

Time

9:00 am - 5:00 pm

Cost (Ex GST)

$1800

Labels

ITIL

Location

Online Live (Streamed live)
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