ITIL Intermediate Lifecycle Stream: Continual Service Improvement (CSI)



Basic information Additional information Exam

Target audience

The main target group for this course and qualification includes CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers

Benefits

Knowledge of the continual service improvement principles and processes, continual service improvement methods and techniques, organization for continual service improvement approach, technology that can be used for continual service improvement, implementation considerations and critical success factors and risks. This course prepares students for the ITIL Intermediate Lifecycle Qualification: Continual Service Improvement Certificate, which is part of the ITIL Intermediate Lifecycle stream qualifications. It is a free-standing qualification and is also one of the modules that lead to the ITIL Expert Certificate.

Course content

  • Continual service improvement principles
  • 7-step improvement process
  • Continual service improvement methods and techniques
  • Technology for continual service improvement
  • Organization for continual service improvement
  • Implementation considerations
  • Critical success factors and risks
  • Roles and responsibilities
  • Implementation of continual service improvement
  • Critical Success Factors (CSFs)
  • Key Performance Indicators (KPIs)
  • Sample exam
The course culminates in a formal closed-book examination - ITIL® Intermediate: Continual Service Improvement.
Duration

3 days

Price included

  • “Key Element Guide Continual Service Improvement”
  • Printed presentation
  • Materials for exercises and sample solutions
  • Glossary and abbreviation
  • Trial exam answer key

Form of training

Open or for closed group

Prerequisites

ITIL® Foundation, version 3 or 2011 edition certificate, ITIL® V2 Foundation together with the ITIL® Foundation Bridge certificate.

Accreditation

The training course based on ITIL®. Accreditation by APMG. Training course material licensed by Fox ITSM.

Group size

From 8 to 12 students

Related training

Training in

EN

Training materials in

EN

Additional materials

READ THE ARTICLE
DOWNLOAD WHITEPAPER
WATCH VIDEO
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ADDITIONAL MATERIALS

Certification

Confirmation of passing the exam is a certificate of “ITIL® Intermediate: Continual Service Improvement.” released by the British organization APMG.

Exam

Exam ITIL® Intermediate: Continual Service Improvement
Prerequisites Completion of the ITIL® Intermediate: Continual Service Improvement training course.
Examination form
Written
Duration 90 minutes. The exam is in English. Candidates taking the exam in a different language than their native language have a maximum of 120 minutes
Method Multiple choice
Number of Question
8 complex multiple choice, scenario-based, gradient scored questions
Required to pass the exam 70% (28 out of 40)
Exam in

EN

Duration

90 minutes

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