ITIL® Intermediate CSI

simplilearn
5.0
1 opinion
  • I found the course to be very engaging. Trainer's knowledge and enthusiasm for the subject was good which was translated into a great discussion. I will take away a great deal of knowledge that I hope to apply in my career.
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    Course

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    Online

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Reviews

5.0
  • I found the course to be very engaging. Trainer's knowledge and enthusiasm for the subject was good which was translated into a great discussion. I will take away a great deal of knowledge that I hope to apply in my career.
    ← | →
100%
4.5
excellent

Course rating

Recommended

Centre rating

Ashley Kasten

5.0
25/03/2014
What I would highlight: I found the course to be very engaging. Trainer's knowledge and enthusiasm for the subject was good which was translated into a great discussion. I will take away a great deal of knowledge that I hope to apply in my career.
Would you recommend this course?: Yes
*All reviews collected by Emagister & iAgora have been verified

This centre's achievements

2017
2016

All courses are up to date

The average rating is higher than 3.7

More than 50 reviews in the last 12 months

This centre has featured on Emagister for 8 years

Subjects

  • Intermediate

Course programme

Course Preview
  • ITIL® Intermediate CSI
    • Learning Unit 00 - Introductory Lesson
      • 0.1 ITIL® 2011 LIFECYCLE MODULE CONTINUAL SERVICE IMPROVEMENT
      • 0.2 Agenda
      • 0.3 Objective
      • 0.4 ITIL® 2011 Introduction
      • 0.5 ITIL® 2011 Intermediate
      • 0.6 ITIL - Qualification Criteria
      • 0.7 Definition of Service Lifecycle
      • 0.8 Definition of Service Capability
      • 0.9 Difference between Lifecycle and Capability Modules
      • 0.10 Managing Across the Lifecycle
      • 0.11 Accreditation Institute
      • 0.12 CSI Course Description
      • 0.13 Course Objective
      • 0.14 Target Candidate
      • 0.15 Target Candidate contd..
      • 0.16 Exam Pre-requisites
      • 0.17 ITIL® 2011 CSI Exam Format
      • 0.18 Exam Tips
      • 0.19 Course Outline
      • 0.20 QUIZ
      • 0.21 Foundation Basics
      • 0.22 Good Practices
      • 0.23 Definition of a Service
      • 0.24 Definition of a Service Management
      • 0.25 Benefits of IT Service Management
      • 0.26 Benefits of IT Service Management
      • 0.27 Benefits of IT Service Management
      • 0.28 Service Management : Pictorial View
      • 0.29 Utility and Warranty
      • 0.30 Utility and Warranty
      • 0.31 Process, Functions:
      • 0.32 ITIL History
      • 0.33 ITIL History
      • 0.34 ITIL Process, Functions across lifecycle:
      • 0.35 Service Owner, Process Owner:
      • 0.36 ITIL® 2011 Core Publication
      • 0.37 Thank You
    • Learning Unit 01 - Introduction to Continual Service Improvement
      • 1.1 Learning Unit 1
      • 1.2 ITIL® - The Library Constituents
      • 1.3 Learning Unit 1: Introduction to Continual Service Improvement
      • 1.4 CSI Official Publication
      • 1.5 CSI Official Publication
      • 1.6 Value to Business
      • 1.7 Intangible Value to Business
      • 1.8 Continual service improvement approach
      • 1.9 Continual service improvement approach
      • 1.10 What is the importance of below questions ?
      • 1.11 What is the importance of below questions ?
      • 1.12 Context within the service lifecycle
      • 1.13 Context of service strategy
      • 1.14 Context of service design
      • 1.15 Context of service transition
      • 1.16 Context of service operation
      • 1.17 Context of continual service improvement
      • 1.18 CSI Inputs and Outputs by lifecycle stages
      • 1.19 Successful CSI approaches
      • 1.20 Continual service improvement and the service lifecycle
      • 1.21 Summary:
      • 1.22 Quiz
    • Learning Unit 02 - Continual Service Improvement Principles
      • 2.1 Continual Service Improvement Principles
      • 2.2 Learning Unit 2: Continual Service Improvement Principles
      • 2.3 CSI and Organizational Change
      • 2.4 Ownership
      • 2.5 CSI Register
      • 2.6 Service level management
      • 2.7 Business Value of Service measurement
      • 2.8 Baselines
      • 2.9 Baselines
      • 2.10 Knowledge management
      • 2.11 Knowledge management
      • 2.12 Seven step improvement process
      • 2.13 Seven step improvement process
      • 2.14 Seven step integrated with PDCA
      • 2.15 Seven step integrated with PDCA
      • 2.16 Governance
      • 2.17 IT governance
      • 2.18 Types of Governance
      • 2.19 Enterprise governance
      • 2.20 Frameworks, Models, Standards, Quality System
      • 2.21 Frameworks
      • 2.22 Models
      • 2.23 Standards
      • 2.24 Quality system
      • 2.25 Plan- Do- Check- Act cycle
      • 2.26 Critical Success Factor
      • 2.27 Summary
      • 2.28 Quiz
    • Learning Unit 03 - Continual Service Improvement Processes
      • 3.1 Learning Unit 3
      • 3.2 Learning Unit 3: Continual Service Improvement Process
      • 3.3 The Seven Step Improvement Process
      • 3.4 The Seven Step Improvement Process
      • 3.5 Value to business
      • 3.6 Policies
      • 3.7 Policies
      • 3.8 Policy example of monitoring services
      • 3.9 Basic Concepts
      • 3.10 Basic Concepts (cont...)
      • 3.11 Process activities, methods and techniques
      • 3.12 Seven step improvement process
      • 3.13 Step 1 - Identify the strategy for improvement
      • 3.14 Step 1 - Identify the strategy for improvement
      • 3.15 Step 1 - Identify the strategy for improvement
      • 3.16 Step 2 - Define what you will measure
      • 3.17 Step 2 - Define what you will measure
      • 3.18 Step 2 - Define what you will measure
      • 3.19 Step 3 - Gather the data
      • 3.20 Step 3 - Gather the data
      • 3.21 Step 3 - Gather the data
      • 3.22 Step 4 - Process the data
      • 3.23 Step 4 - Process the data
      • 3.24 Step 5 - Analyze the information and data
      • 3.25 Step 5 - Analyze the information and data
      • 3.26 Step 5 - Analyze the information and data
      • 3.27 Step 6 - Present and use the information
      • 3.28 Step 6 - Present and use the information
      • 3.29 SLAM Chart example:
      • 3.30 Step 7 - Implement improvement
      • 3.31 Step 7 - Implement improvement
      • 3.32 Triggers, Inputs, Outputs
      • 3.33 Interfaces
      • 3.34 Interfaces
      • 3.35 Process involved in gathering and processing the data
      • 3.36 Process involved in analyzing the data
      • 3.37 Process involved in presenting and using the information
      • 3.38 Process Involved In Implementing Improvement
      • 3.39 Critical success factors and key performance indicators
      • 3.40 Challenges
      • 3.41 Risks
      • 3.42 Summary
      • 3.43 Quiz
    • Learning Unit 04 - Organizing for Continual Service Improvement
      • 4.1 Learning Unit 4
      • 4.2 Learning Unit 4: Continual Service Improvement Methods and Techniques
      • 4.3 Assessments
      • 4.4 When to assess
      • 4.5 What to assess
      • 4.6 How to assess
      • 4.7 Gap analysis
      • 4.8 Benchmarking
      • 4.9 Benchmarking procedure
      • 4.10 Benchmarking costs
      • 4.11 Value of Benchmarking
      • 4.12 Benchmarking as a level (for change)
      • 4.13 Benchmarking as a steering instrument
      • 4.14 Benchmarking categories
      • 4.15 Benchmarking benefits
      • 4.16 What to benchmark ?
      • 4.17 Benchmarking - Who is involved ?
      • 4.18 Comparison with industry norms
      • 4.19 Benchmark approach
      • 4.20 Service Measurement
      • 4.21 Design and develop a service measurement framework
      • 4.22 Design and develop a service measurement framework
      • 4.23 Different levels of measurement and reporting
      • 4.24 Service measurement model
      • 4.25 Service management process measurement
      • 4.26 Service management model
      • 4.27 Creating a measurement framework grid
      • 4.28 Metrics
      • 4.29 How many CSFs and KPIs ?
      • 4.30 Type of KPIs
      • 4.31 Tension metrics
      • 4.32 Goals and metrics
      • 4.33 Interpreting and using metrics
      • 4.34 Using measurement and metrics
      • 4.35 Creating scorecards and reports
      • 4.36 Setting targets
      • 4.37 Balanced Scorecard
      • 4.38 IT Balanced Scorecard
      • 4.39 SWOT Analysis
      • 4.40 Sample SWOT Analysis for CSI:
      • 4.41 Return on investment
      • 4.42 ROI example:
      • 4.43 Value on Investment example:
      • 4.44 Establishing the business case:
      • 4.45 Service reporting:
      • 4.46 CSI and Availability Management:
      • 4.47 Component Failure Impact Analysis and CSI:
      • 4.48 Fault Tree Analysis and CSI:
      • 4.49 Service Failure Analysis and CSI:
      • 4.50 Technical Observation and CSI:
      • 4.51 CSI and Capacity Management :
      • 4.52 Connecting business and service capacity management:
      • 4.53 Event management
      • 4.54 Workload and Demand Management for CSI:
      • 4.55 IT Service Continuity Management use in CSI:
      • 4.56 Risk Register and CSI
      • 4.57 Risk Register
      • 4.58 Problem Management and CSI
      • 4.59 Knowledge Management and CSI
      • 4.60 Summary
      • 4.61 Quiz
    • Learning Unit 05 - Organizing for Continual Service Improvement
      • 5.1 Learning Unit 5
      • 5.2 Learning Unit 5: Organizing for Continual Service Improvement
      • 5.3 Service Manager
      • 5.4 Service Owner role
      • 5.5 Process Owner role
      • 5.6 Process Manager role
      • 5.7 Process Practitioner role
      • 5.8 Seven-step improvement roles
      • 5.9 CSI Manager role
      • 5.10 Activities and skill levels needed for CSI
      • 5.11 Responsibilit model - RACI
      • 5.12 Example of RACI matrix
      • 5.13 Summary
      • 5.14 Quiz
    • Learning Unit 06 - Technology Consideration
      • 6.1 Learning Unit 6
      • 6.2 Learning Unit 6: Technology consideration
      • 6.3 Tools to Support CSI Activitie
      • 6.4 IT service management suites
      • 6.5 Systems and network management
      • 6.6 Event management
      • 6.8 Performance management
      • 6.9 Statistical analysis tools
      • 6.10 Project and portfolio management
      • 6.11 Financial Management
      • 6.13 Summary
      • 6.14 Quiz
      • problem resolution
      • reporting
    • Learning Unit 07 - Implement Continual Service Improvement
      • 7.1 Learning Unit 7
      • 7.2 Learning Unit 7: Implementing Continual Service Improvement
      • 7.3 Critical Considerations for implementing CSI
      • 7.4 Critical Considerations for implementing CSI
      • 7.5 Where do we start ?
      • 7.6 Governance
      • 7.7 Governance
      • 7.8 COBIT as a governance framework
      • 7.9 CSI and organizational change
      • 7.10 CSI and organizational change
      • 7.11 Communication Strategy and Plan
      • 7.12 Communication Strategy and Plan
      • 7.13 Summary
      • 7.14 Quiz
    • Learning Unit 08 - Challenges Critical Success Factor and Risks
      • 8.1 Learning Unit 8
      • 8.2 Learning Unit 8: Challenges, Critical success factors and risks
      • 8.3 Challenges
      • 8.4 Critical Success Factor
      • 8.5 Risks
      • 8.6 Summary
      • 8.7 Quiz
    • Learning Unit 09 - Summary Case Studies Exam Preparation and Directed
      • 9.1 Learning Unit 9
      • 9.2 Summary: Exam Preparation and Directed
      • 9.3 Case Studies
      • 9.4 Case Study 1:
      • 9.5 Question 1:
      • 9.6 Rank the Options (as per assignment rules):
      • 9.7 Case Study 2
      • 9.8 Question 2:
      • 9.9 Rank the Options (as per assignment rules):
      • 9.10 Rank the Options (as per assignment rules):
      • 9.11 Case Study 3
      • 9.12 Question 3
      • 9.13 Rank the Options (as per assignment rules):
      • 9.14 Case Study 4
      • 9.15 Question 4
      • 9.16 Rank the Options (as per assignment rules):
      • 9.17 Rank the Options (as per assignment rules):
      • 9.18 Case Study 5
      • 9.19 Question 5
      • 9.20 Rank the Options (as per assignment rules):
      • 9.21 Case Study 6
      • 9.22 Question 6
      • 9.23 Rank the Options (as per assignment rules):
      • 9.24 Case Study 7
      • 9.25 Question 7
      • 9.26 Rank the Options (as per assignment rules):
      • 9.27 Rank the Options (as per assignment rules):
      • 9.28 Case Study 8
      • 9.29 Question 8
      • 9.30 Rank the Options (as per assignment rules):
      • 9.31 Checkpoints
      • 9.32 Sample Question: (from sample exam paper)
      • 9.33 Sample Question
      • 9.34 Directed studies & Glossary
      • 9.35 Thank You

Additional information

  • What is this course about?

    ITIL® Intermediate Continual Service Improvement Certification is an intermediate level certification offered to professionals within the ITIL® qualification scheme. Continual Service Improvement Certificate is a free-standing qualification, but is also part of the ITIL® Intermediate Lifecycle stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management. The purpose of this training module 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.

    Simplilearn brings ITIL® Intermediate CSI certification training that allows one to prepare for the ITIL® CSI exam in the comfort of their own place and/or in a Classroom learning environment.

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ITIL® Intermediate CSI

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