ITIL® 2011 Continual Service Improvement (CSI)

Class Overview

Upon successful completion of the education and examination components related to this certification, candidates can be expected to gain competencies in the following:

• Introduction to Continual Service Improvement
• Continual Service Improvement Principles
• Continual Service Improvement Process
• Continual Service Improvement Method and Techniques
• Organization for Continual Service Improvement
• Technology Considerations
• Implementing Continual Service Improvement
• Challenges, Critical Success Factors and Risks

In addition, the training will include examination preparation, including a mock examination opportunity.

Target Audience

The main target group for the ITIL® Intermediate Qualification: Continual Service Improvement Certificate includes, but is not restricted to, CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.

This course syllabus may also be of interest to:

• Individuals who require a detailed understanding of the ITIL® Continual Service Improvement phase of the ITIL® core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
• IT professionals working within, or about to enter, a Continual Service Improvement environment and requiring a detailed understanding of the processes, functions and activities involved
• Individuals seeking the ITIL® Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules
• Individuals seeking progress towards the ITIL® Master Certificate in IT Service Management for which the ITIL® Expert Certificate is a prerequisite

Prerequisites

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management (the Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.

• There are no minimum requirements, but a basic IT literacy and 2+ years IT experience are highly desirable
• It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Continual Service Improvement book in preparation for the examination
• Approximately 2 hours of home study each evening.

Course Length

Four days- includes lecture, exam preparation, and exam

Exam

• 90-minute timed test
• Closed book
• Passing score: 28/40 or 70%