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Description
Regd. Education ProviderOne of the modules in the ITIL® Intermediate Lifecycle stream that leads to the ITIL® Expert Certificate in IT Service Management qualification, the ITIL® Continual Service Improvement (CSI) certification focuses on how processes can ensure ongoing improvements and deliver results and customer satisfaction. CSI practices help businesses adapt and evolve to growing demands and changes in businesses. The ITIL® CSI tools and techniques are geared towards evaluating the risks and success factors associated with improvements and how these activities can help improve efficiencies and returns on investment for organizations.
This intensive examination is a reflection of your knowledge of industry best practices in service management as documented in the ITIL® Continual Service Improvement publication. KnowledgeHut’s workshop will help you aim for a first time clearance of this exam with extensive coaching in-depth courseware, detailed exercises and sample papers that cover all objectives of the exam. Earning this qualification is mandatory to achieving the ITIL® Expert designation. So enrol today and start your ascent towards becoming an ITIL®‘guru’.
The ITIL® credit system maps out the route to achieving the ITIL® Expert certification. To learn more, visit this link.
What you will learn:
On completion of this workshop and successful attempt of the examination, candidates will become proficient in:
- Fundamentals of CSI
- CSI principles
- CSI process
- CSI methods and techniques
- Organizing for CSI
- Technology considerations
- Implementing CSI
- Challenges, critical success factors and risks
You will also get:
- In-depth preparatory help for examination
- Comprehensive and crisp courseware
- Coaching by ITIL® certified experts
- Get 3 credits toward ITIL® Expert certification and 21 PDUs for PMI® recertification
- Downloadable courseware
- Post workshop assistance and support
Key Features
Certification
Prerequisites:
In order to attend the workshop, you must have:
- ITIL® Foundation Certificate in IT Service Management or an earlier ITIL® (V2) Foundation plus Foundation Bridge
In order to appear for the examination participants must:
- Have completed an accredited 21-hour course from an ITIL® Accredited Training Provider, such as this course provided by KnowledgeHut
- Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL® and bridge qualifications)
Certification:
In order to achieve ITIL® Continual Service Improvement, candidates must appear for the exam and gain 70% pass mark.
The Exam:
- 90 minute ‘closed book’
- Eight multiple choice, scenario-based questions
- Pass mark is 70% (28/40)
Curriculum
- The purpose, objectives and scope of CSI
- The value to the business of adopting and implementing CSI
- The context of CSI in the ITIL® service lifecycle
- The approach to CSI, including key interfaces and inputs and outputs
- How the success of CSI depends on understanding change in the organization and having clear accountability
- How service level management and knowledge management influence and support CSI
- How the complete Deming Cycle works, and how it can be applied to a real world example
- How CSI can make effective use of the various aspects of service measurement
- What situations require the use of frameworks and models, and examples of how each type can be used to achieve improvement
- What the seven-step improvement process is, how each step can be applied and the benefits produced
- How CSI integrates with the other stages in the ITIL® service lifecycle
- How other processes play key roles in the seven-step improvement process
- When to use assessments, what to assess and how a gap analysis can provide insight into the areas that have room for improvement
- How to use benchmarking, service measurement, metrics, service reporting, including balanced scorecard and SWOT, to support CSI
- How to measure return on investment, establish a business case and measure the benefits achieved
- How techniques within availability management, capacity management, IT service continuity management and problem management can be used by CSI
- The role of the CSI manager, and the roles of service owner, process owner, process manager and process practitioner in the context of CSI and how they can be positioned within an organization
- How to design, implement and populate a RACI (responsible, accountable, consulted, informed) diagram as well as how to use it to support CSI
The technology and tools required and how these would be implemented and managed to support CSI activities such as performance, project and portfolio management, as well as service measurement and business intelligence reporting
CSI implementation: strategy, planning, governance, communication, project management, operation, as well as how to deal with cultural and organizational change
- The challenges and risks such as staffing, funding, management, etc., which can be related to CSI and the details behind how each challenge can be addressed
- The critical success factors related to CSI as well as how to measure and monitor them
A more detailed syllabus can be found at:
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I would like to thank KnowledgeHut team for the overall experience. I loved our trainer so much. Trainers at KnowledgeHut are well experienced and really helpful completed the syllabus on time, also helped me with live examples.
Attended Agile and Scrum workshop in May 2018KnowledgeHut is a great platform for beginners as well as the experienced person who wants to get into a data science job. Trainers are well experienced and we get more detailed ideas and the concepts.
Attended PMP® Certification workshop in May 2018Everything was well organized. I would like to refer to some of their courses to my peers as well. The customer support was very interactive. As a small suggestion to the trainer, it will be better if we have discussions in the end like Q&A sessions.
Attended PMP® Certification workshop in May 2018KnowledgeHut Course was designed with all the basic and advanced concepts. My trainer was very knowledgeable and liked the way of teaching. Various concepts and tasks during the workshops given by the trainer helped me to enhance my career. I also liked the way the customer support handled, they helped me throughout the process.
Attended PMP® Certification workshop in May 2018My special thanks to the trainer for his dedication, learned many things from him. I would also thank for the support team for their patience. It is well-organised, great work Knowledgehut team!
Attended Certified ScrumMaster®(CSM) workshop in May 2018The customer support was very interactive. The trainer took a practical session which is supporting me in my daily work. I learned many things in that session. Because of these training sessions, I would be able to sit for the exam with confidence.
Attended Agile and Scrum workshop in May 2018KnowledgeHut has all the excellent instructors. The training session gave me a lot of exposure and various opportunities and helped me in growing my career. Trainer really was helpful and completed the syllabus covering each and every concepts with examples on time.
Attended PMP® Certification workshop in May 2018I would like to extend my appreciation for the support given throughout the training. My trainer was very knowledgeable and liked the way of teaching. The hands-on sessions helped us understand the concepts thoroughly. Thanks to Knowledgehut.
Attended Certified ScrumMaster®(CSM) workshop in May 2018
Elyssa Taber
IT Manager.
Merralee Heiland
Software Developer.
Steffen Grigoletto
Senior Database Administrator
Nathaniel Sherman
Hardware Engineer.
Mirelle Takata
Network Systems Administrator
Yancey Rosenkrantz
Senior Network System Administrator
Felicio Kettenring
Computer Systems Analyst.
Ike Cabilio
Web Developer.Frequently Asked Questions
ITIL® has been recognized as a quality benchmark in service management and is used by organizations to improve their ITSM practices. As an ITIL®CSI Expert your expertise would be in much demand, to improvise the IT operations of organizations. The ITIL® CSI is not only an independent qualification but also one of the modules one has to achieve in order to become an ITIL® Expert. KnowledgeHut is an ATO of PEOPLECERT and a Certified Partner of Axelos to conduct ITIL® trainings and hence you will receive the best resources and coaching from experts certified in ITIL®. You will be thoroughly prepared to appear for the examination and gain the practical experience needed to understand the relationship between IT and general aspects of your work and appreciate how the ITIL® best practice framework can help you work more efficiently.
There are two channels for becoming an ITIL® Expert. The Life Cycle modules route covers the following certifications:
- ITIL® Foundation
- ITIL® Service Operation (SO)
- ITIL® Service Strategy (SS)
- ITIL®Intermediate Service Design (SD)
- ITIL® Service Transition (ST)
- ITIL® Continual Service Improvement (CSI)
The Capability modules route covers the following certifications:
- ITIL® Release Control & Validation(RCV)
- ITIL® Planning Protection and Optimization (PPO)
- ITIL® Practitioner
- ITIL® Intermediate MALC Manage Across Lifecycle
- ITIL® Capability Expert
A total of 22 credits are required to be eligible for ITIL® Expert level.A mix of modules from Life Cycle and Capability channels is allowed provided there is no overlap of syllabus units.
You can read more in the syllabus.
Sample papers shall be shared during the training along with the student manual.
No, there is no online/virtual course for this. The ITIL® Continual Service Improvement Qualification requires in-depth knowledge of the ITIL® framework which you get from our certified experts who lead the workshop.
You will get 3 credits toward ITIL® Expert certification and 21 PDUs for PMI® recertification.
PDUs are credits awarded by the Project Management Institute. They recognize your dedication to the Agile world through the award of credits for every educational effort you make throughout your career. PDUs are offered by the PMI®, and every PMI® certification, except the CAPM®, requires you to earn a specific number of PDUs per three-year certification cycle.
No, your course fee includes the certification exam fee (does not apply for LVC).
You are welcome to revise the choice of city, place and date for any classroom training, if required. However, if it is cross-country, then there will be a revision in the training fee.
Any registration cancelled within 48 hours of the initial registration will be refunded in FULL (please note that all cancellations will incur a 5% deduction in the refunded amount due to transactional costs applicable while refunding) Refunds will be processed within 30 days of receipt of written request for refund. Kindly go through our Refund Policy for more details: https://www.knowledgehut.com/refund
It is easy to enrol for the training online. There are several options to pay either through your debit/credit card that includes Visa Card, MasterCard; American Express or - via PayPal. Payment receipt will be issued to the candidate automatically by email.
Please send in an email to support@knowledgehut.com, and we will answer any queries you may have!
This workshop and the subsequent certification will benefit:
- IT professionals working in roles associated with a CSI environment or require a detailed understanding of the processes, functions and activities involved in this phase
- Chief information officers (CIOs), Chief technology officers (CTOs), Managers, Supervisory staff, Team leaders, Service designers, IT architects, IT planners, IT consultants, IT audit managers, IT security managers
- Those seeking to gain the ITIL® Expert Certification or higher ITIL® certifications for which the CSI module is a prerequisite