In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the continual service improvement (CSI) phase of the service lifecycle. You will learn about managing and controlling the activities and techniques within the CSI stage, not the details of each of the supporting processes. This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam.
- Service management as a practice and CSI principles, purpose, and objective
- How all CSI processes interact with other service lifecycle processes
- Sub-processes, activities, methods, and functions used in each of the CSI processes
- Roles and responsibilities within CSI and the activities and functions to achieve operational excellence
- How to measure CSI performance
- Technology and implementation requirements in support of CSI
- Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks related with CSI
- Justifying the role of continual service improvement
- Applying the 7-step improvement process to enhance service quality and operational performance
- Conducting a SWOT analysis •Creating a communication plan to engage the organization around CSI for IT service management
- Prepare for and take the ITIL® Intermediate Qualify action: Continual Service Improvement Certify action Exam
- Plan key activities for Continual Service Improvement processes in the context of the Service Lifecycle
- Optimize the quality of IT service provision within an organization
- Measure Continual Service Improvement processes using critical success factors and key performance indicators.
EXIN Accredited ITIL Continual Service Improvement (CSI) certification Exam Pattern.
- Exam Duration: 90 Minutes
- Exam Format: Multiple Choice, scenario based gradient scored question
- Number of Question: There are 8 questions and each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
- Exam Pass Mark: 70%
- Level of Qualification: Expert
- Electronic Devices Permitted: No
- Open Book: No
Who should Attend?
IT operations, technical, or IT management personnel requiring more information about ITIL best practices
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