Blended ITIL CSI Lifecycle Course (CSIBL)

Course Description Schedule Course Outline
 

Who should attend

The CSI Lifecycle course will be of interest to:

  • Individuals who have their ITIL Foundation Certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications.
  • Individuals who require a deeper understanding of the ITIL CSI stage of the ITIL Service Lifecycle and how activities in it may be implemented to enhance the quality of IT service management within an organization

Course Description

Fast Lane’s Blended Continual Service Improvement (CSI) training course uses an optimal mix of training methods to achieve your training and certification objectives in a way that is convenient, effective, and economical. Learners obtain the “knowing” component of the course by completing 8 hours of self-paced e-learning in their own time and at their own pace.

After completing the e-learning component of the course, the program taps into the natural strengths of the classroom. In 1.5 days, you learn to “apply” the knowledge through a combination of case studies, assignments, and role playing.

This ITIL Intermediate course immerses learners in the practical aspects of the ITIL Service Lifecycle and processes associated with the Continual Service Improvement of services and service delivery. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment.

The Course includes the opportunity to take the exam at the end of class, and if necessary, Fast Lane will provide you with a free re-take.

Class Prerequisites

Candidates for this course must:

  • Hold an ITIL Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate
  • There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable
  • It is recommended that participants are familiar with the guidance detailed in the ITIL Service Lifecycle Practices core publications prior to attending training for this certification, in particular the CSI publication.
  • It is recommended that participants should complete at least 21 hours of personal study by reviewing the syllabus and the associated areas of the ITIL Service Management Practice core guidance, in particular the CSI publication in preparation for the examination. The syllabus can be downloaded from: http://www.itil-officialsite.com/Qualifications/ITILV3QualificationScheme.asp

What You Will Learn

Upon completion of this course and examination, the participant will gain competencies in:

  • Understanding Service Management as a Practice and CSI principles, purpose and objective
  • Understanding how all CSI processes interact with other Service Lifecycle processes
  • The sub-processes, activities, methods and functions used in each of the CSI processes
  • The roles and responsibilities within CSI and the activities and functions to achieve operational excellence
  • Understanding technology and implementation requirements in support of CSI
  • The challenges, critical success factors and risks related with CSI
  • How to measure CSI performance

Comments

Practical information about the course:

  • A maximum of 18 people can attend this course with 1 instructor, more students requires a second instructor
  • Participants have to provide their ITIL Certificate numbers prior to the start of the course
  • Participants are expected to complete the e-learning modules prior to joining the classroom / virtual classroom sessions as the classroom sessions build upon the knowledge provided in the e-learning modules
  • Classroom / Virtual Classroom sessions run from 08:00 – 5:00 on day 1 and from 8.00 till 13.00 on day 2
  • After the classroom sessions, there is one more e-learning unit to complete - the exam preparation module
  • The exam can be scheduled at a time and date convenient to learners after completion of the final e-learning module
  • The e-learning modules and the virtual classroom environment require a high speed internet connection, internet explorer 7.0 or higher a headset and microphone.
  • The instructor is available throughout the program to support participants with their e-learning modules. The instructor can be reached via telephone or email.

Course Study Materials:

  • Participants receive a copy of the classroom presentation material, practice exam, case study, homework and assignments.
  • Participants receive a PDF with additional course reference material (about 600 pages). This material is formatted for an e-reader allowing for participants to read it as an e-book
  • Participants receive a login and password for the e-learning modules a few weeks before the (virtual) classroom course starts. The e-learning materials are available for 2 years after completion of the course

About the Examination:

  • Evidence of ITIL Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate and completion of CSI Lifecycle course from an Accredited Training Provider is required to sit the exam
  • The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
  • Exam duration is a maximum 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
  • 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.
  • Pass score is 28/40 or 70%

Credits:

  • Upon successful passing of the ITIL CSI Lifecycle exam, the participant will be recognized with 3 credits in the ITIL qualification scheme.
  • Project Management Institute – Professional Development Units (PDUs) = 21

Outline: Blended ITIL CSI Lifecycle Course (CSIBL)

COURSE INTRODUCTION

  • Student and Instructor Introductions
  • Unique Nature of The Course
  • Course Learning Objectives
  • Course Agenda

UNIT 1: CONTINUAL SERVICE IMPROVEMENT

  • Purpose and Objectives
  • Scope of CSI
  • Approach to CSI
  • Interfaces with Other Service Lifecycle Phases
  • Sample Test Question

UNIT 2: CSI PRINCIPLES

  • Goals
  • Relationship Between CSI and Organizational Change
  • Influence of SLM on CSI
  • Importance of the Deming Cycle
  • Effectively Using Various Aspects of Service Measurement
  • Role of Knowledge Management in Improvement Initiatives
  • Using Internal and External Benchmarks
  • Using CSI for Good Governance
  • Support for CSI Concepts
  • Group/Individual Exercise
  • Sample Test Question

UNIT 3: CSI PROCESS

  • Goal
  • The -Step Improvement Process
  • Integration with Other Service Lifecycle Stages
  • Service Reporting and Articulating Reporting Policies and Rules
  • Service Measurement
  • Importance of Correctly Defining Metrics and Measurements
  • Concept of ROI for CSI
  • Business Questions for CSI
  • Relationship Between CSI and SLM
  • Group/Individual Exercise
  • Sample Test Question

UNIT 4: CSI METHODS AND TECHNIQUES

  • Goals
  • What to Assess and When to Use Assessments
  • Using Gap Analyses to Identify Areas of Improvement
  • Benchmarking
  • Measuring and Reporting Frameworks
  • Using the Deming Cycle for Service Improvement
  • Relationships and Interfaces Between CSI and Other Service Management Processes
  • Using Availability Management Techniques
  • Using Capacity Management Techniques and Iterative Activities
  • Considering ITSCM Requirements and Risk Management
  • Problem Management Supports CSI Activities
  • Group/Individual Exercise
  • Sample Test Question

UNIT 5: ORGANIZATION FOR CSI

  • Goals
  • Activities and Skills of the -Step Improvement Process
  • Roles, Responsibilities, and Skills
  • Authority Matrices for Defining CSI Communication Procedures
  • Sample Test Question

UNIT 6: TECHNOLOGY FOR CSI

  • Purpose and Goals
  • ITSM Suites
  • Tools Used in CSI
  • Sample Test Question

UNIT 7: IMPLEMENTING CSI

  • Goals
  • Where to Start
  • Role of Governance in CSI
  • Effect of Organizational Change on CSI
  • Communication Strategy and Plan
  • Group/Individual Exercise
  • Sample Test Question

UNIT 8: CRITICAL SUCCESS FACTORS AND RISKS

  • Goals of CSFs and Managing Risks
  • Effects of the Challenges Facing CSI
  • Appropriate CSFs for CSI
  • Potential Impact of CSI Implementation Risks
  • Potential Business Value, Benefits, and Costs
  • Sample Test Question

UNIT 9: EXAM PREPARATION GUIDE

  • Mock Exam 1
  • Mock Exam 2
Classroom Training

Duration 1.5 days

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Online Training

Duration 1.5 days

Price
  • United States: US$ 2,295
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