Successful Service Management requires the skills, tools and techniques for identifying, prioritizing and implementing opportunities for ongoing improvement. Based on the Continual Service Improvement (CSI) publication within the ITIL core library, this three (3) day course focuses on the strategies, concepts and techniques for creating and managing a metrics-driven CSI program to your Service Management initiative. The course culminates with the ITIL Intermediate Continual Service Improvement certification examination.

Embedded into the CSI course is our unique virtualization, Living the Lifecycle^®. Woven through all ITSM Academy's ITIL Certification classes, this virtualization brings concepts and processes to life. Within a virtual business environment, as a group, we introduce a service and then follow it from strategic decision through implementation.

This virtualization successfully enables active learning by encouraging the participants to:
- Discuss and understand pure ITIL concepts
- Apply concepts to a “neutral” real world situation
- Learn different perspectives
- Reinforce examinable concepts

Learning Objectives:

• Introduction to Continual Service Improvement
• Continual Service Improvement Principles
• Continual Service Improvement Process
• Continual Service Improvement Methods and Techniques
• Organization for Continual Service Improvement
• Technology for Continual Service Improvement
• Implementation Considerations
• Critical success factors and risks

Audience:
Anyone involved in the ongoing management of IT services including

• CIOS, CTO and other Senior IT management
• All Service Management process managers and process owners
• Data analysts
• Internal auditors
• Any individuals requiring a detailed understanding of continual service improvement metrics, models and techniques
• Business and IT consultants involved in the high level implementation of Service Management processes
• Individuals seeking to achieve the ITIL Expert™ or ITIL Master qualification

Delivery:
Course is delivered by instructors with real-life implementation experience in the CSI activities.  Learn from those who have actual hands on experience in performing a Continual Service Improvement program. Our students are immersed for 3 days in material that is presented in a fun, practical manner using exercises, sample exams and real life service management examples.

“Loved the real world examples to explain conceptual points. The Practical experiences the instructor shared with the class. You know she had dealt with the issues and benefits of ITIL and CSI in the real world.  Very good course length.” ~ CSI Class Survey, July 2010

Prerequisites:
The ITIL Foundation Certification in IT Service Management - obtained through ITIL V3 Foundation or Foundation Bridge Course

Learners must complete at least 21 hours of personal study by reviewing the Continual Service Improvement publication.

Exam & Certification:
Successfully passing the 90 minute, exam consisting of eight (8) complex, multi-part, multiple choice scenario-based gradient scored questions leads to the ITIL Intermediate Qualification: Continual Service Improvement Certificate.

Diploma:
ITSM Academy is Licensed by the Commission for Independent Education, Florida Department of Education to offer occupational IT Service Management Professional (ITSMP)^® Diplomas. This course earns ITSMP students credits toward their Change Manager, Support Manager and/or Service Level Manager Diplomas.

ITIL Expert™:
Earn 3 credits of the 22 required to achieve the ITIL Expert Certification.

Project Management Institute (PMI) Professional Development Units (PDUs):
ITSM Academy is recognized by PMI as a Global R.E.P. You will earn 22 contact hours or PDUs upon completion of this course.

Instructors:
As with all ITSM Academy Training, our instructors have successful track records as IT professionals and bring that acumen into the classroom. Utilizing the highest quality content, our trainers blend their real life experiences into lively classroom discussion.

Instructors for this course are ITIL Experts™, CSI Certified and have successfully completed ITSM Academy's CSI Train-the-Trainer Program.

Course / Student Material:

• Three (3) Days Instructor Led Training and Exercise Facilitation (23 Class Hours/21 Study Hours)
• Access to pre-course recorded training
  - Reviews key ITIL Foundation concepts
  - Describes pre-class reading and assignments
  - Provides tips for exam preparations
• Learner Manual (excellent post-class reference)
• Study aids and sample exams
• Participation in Living the Lifecycle^® ITSM Academy's unique series of case study-based exercises
• Exam Preparation
• In-Class Exam

• The CSI exam is a very challenging test. Upon registration, learners will be provided a pre-course reading list. Learners will be expected to read the case study and process chapters from the appropriate ITIL book - Continual Service Improvement - before the first class date...a minimum 21 hours of personal study.
  
• The ITIL core books are not included with this course, access to the Lifecycle Suite is required. The books can be purchased from ITSM Bookstore.
  
• Maximum Learners per Class is 18.

Unless otherwise noted, classes are held in one of ITSM Academy's Training Centers. Convenient by air, car or train. Hotel discounts available to ITSM Academy learners traveling to our Training Centers.

Contact us for corporate, onsite delivery of this class.

Please Note: ITIL Foundation certification is required to take the Exam. Proof of certification must be provided to ITSM Academy a minimum 2 weeks prior to the start of class. Please email certification information to exams@itsmacademy.com or fax it to 954.252.2487.

Next Steps: Other ITIL Capability and Lifecycle courses - click here for guidance.

ITSM Academy Open Enrollment Class Terms and Conditions. ITIL Lifecycle Course - Continual Service Improvement (CSI).