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ITIL Lifecycle Continual Service Improvement (CSI) Course Outline

 (3 days)

This three-day hands-on program leads to a Certificate in ITIL Service Lifecycle Management – Continual Service Improvement. This program is for IT professionals working within, or about to enter, an IT environment requiring a detailed understanding of the processes, functions and activities associated with the Continual Service Improvement domain of the ITIL® Service Lifecycle.

Driving the cultural change needed to make CSI a fundamental part of your organization is critical to your success! In this program you will learn practical skills in driving the systemic change that is needed to make CSI really “continual” and to drive improving process and service maturity across your organization.

Upon successful completion of the education and examination, students can expect to gain competencies in the following IT Continual Service Improvement areas:

Introduction to Continual Service Improvement
Continual Service Improvement Principles
Continual Service Improvement Process
Continual Service Improvement Methods and Techniques
Continual Service Improvement technology related activities
Organization and technology for Continual Service Improvement
Understanding Implementation approaches, Challenges, Critical success factors and Risks

Special Note to New Hampshire Residents
This course has not yet been approved by the State's Department of Education. Please contact us to get an update as to when the class should be available in New Hampshire.

Who Should Attend?
The Service Lifecycle series will be of interest to candidates wishing to obtain knowledge of practices within the Service Lifecycle context. Prime focus is the Lifecycle itself, the use of process and practice elements used within it and the management capabilities needed to deliver quality Service Management practices in an organization.

Job Roles include:
Service Manager
Quality Assurance Manager
Six Sigma, LEAN, or other Quality Program Managers
IT Directors and other Service and Process Owners

ITIL Foundation Certificate in IT Service Management along with IT or ITSM operational experience.

Course Outline

Introduction to Continual Service Improvement

Continual Service Improvement Principles
CSI Model
Improvement Drivers
Organizational Change to a CSI View
Service Level Management
SWOT Analysis
Service Measurement
Knowledge Management – DIKW
Integration with other Frameworks, Models, and Quality Systems

Continual Service Improvement Process
7-Step Improvement Process
Defining Data Requirements
Defining Data Capability
Gathering Data
Processing Data
Analyzing Data
Processing and Using Data
Implementing Process/Service Improvements

Sustaining CSI

Continual Service Improvement Roles and Responsibilities
Service Manager
Service Owner
Process Owners
CSI Manager

Continual Service Improvement Tools and Technology

Measuring and Reporting Frameworks

Implementation Approaches

Challenges, CSFs, and Risks

An optional eight-question, ninety-minute, closed book, multiple choice, multi-part, scenario based examination is administered by an independent proctor at the end of the course. Certification is through ACQUIROS. Candidates must have attended an accredited training course (instructor led or online) to sit for the exam. Each student will be awarded three credits towards ITIL Expert® certification upon successful completion of the exam.

Reference Material
Each student will receive a workbook. Other ITSM-related study material and books are available for purchase prior to, or during, the class.

Credits Earned
3 ITIL Expert Credits
22 PDU Credits

Related Courses
ITIL Certification – Service Lifecycle – Strategy
ITIL Certification – Service Lifecycle – Design
ITIL Certification – Service Lifecycle – Transition
ITIL Certification – Service Lifecycle – Operation
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Attend hands-on, instructor-led ITIL Lifecycle Continual Service Improvement (CSI) training classes at ONLC's more than 300 locations. Not near one of our locations? Attend these same live classes from your home/office PC via our Remote Classroom Instruction (RCI) technology.

For additional training options, check out our list of Courses and select the one that's right for you.

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Fee:  $2295
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