Pyramids Tech Training Courses and Services

• TIL Intermediate Continual Service
   Improvement Course

Continual Service Improvement (CSI) course is a four-day (minimum of 21-contact hour) course leading to the ITIL® Intermediate Qualification: CSI Certificate. The CSI Certificate is a freestanding qualification, but is also part of the ITIL® Intermediate Lifecycle stream, and one of the modules leading to the ITIL® Expert in IT Service Management Certificate.

The purpose of this course and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL® Continual Service Improvement publication. The ITIL® Certificate in CSI is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle.

Who Should Attend?

The CSI course is intended for:

• CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, and ITSM trainers involved in the ongoing management, coordination, and integration of operations activities within the Service Lifecycle

• 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 organization

• IT professionals working within or about to enter a Continual Service Improvement environment and requiring an understanding of the concepts, processes, functions, and activities involved

• Individuals seeking the ITIL® Expert certification in IT Service Management for which this qualification is one of the prerequisite modules

• Individuals seeking progress towards the ITIL® Master in IT Service Management for which the ITIL® Expert is a prerequisite

Learning Outcome

Following completion of this training, the candidate will know:

·         The importance of Service Management as 
       a  practice concept and Continual Service  
       Improvement principles, purpose, and 
       objectives

·         How ITIL® Continual Service Improvement interacts with other Service Lifecycle Processes

·         The activities, methods, and functions used in each of the ITIL® Continual Service Improvement processes

·         The roles and responsibilities within ITIL® Continual Service Improvement and the activities and functions to achieve operational excellence

·         How to explain how to measure ITIL® Continual Service Improvement

•  Technology and  implementation 
   considerations surrounding ITIL® Continual
   Service Improvement

 Prerequisites

ITIL Foundation Certificate

Course Outline

·         Introduction to Continual Service Improvement

·         Continual Service Improvement Principles

·         Continual Service Improvement Processes

·         Continual Service Improvement Methods and Techniques

·         Organizing for Continual Service Improvement

·        Technology for Continual Service Improvement

·         Implementing Continual Service Improvement

·         Challenges, Critical Success Factors, and Risks

·         Summary, Exam Preparation, and Directed Studies

 Credit : 3 Credit toward ITIL Expert

Exam :

·   90 minutes (120 Minutes for non English  
    natives), Closed Book

·     Online or paper (optional)

·    8 Scenario based gradient score questions,  5 points for best answer, 3 for second best answer,3 for third best answer, 0 for wrong answer. Passing score 28.

·  Attending the course is a must for exam take.

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