Class Details

Price: $2,150

This three-day instructor-led training is an intermediate Service Lifecycle module that focuses on service management practices. This is an intermediate level course intended for professionals who already hold an ITIL Foundation certification. 

Price Match Guarantee Phoenix TS

ITIL® Lifecycle CSI Training Course Includes:

  • Class exercises in addition to training instruction
  • Courseware books, notepads, pens, highlighters and other materials
  • eBooks will be emailed to students registered for Live Online training the week prior to the start of class
  • Course retake option
  • Exam Voucher
  • Full breakfast with variety of bagels, fruits, yogurt, doughnuts and juice
  • Tea, coffee, and soda available throughout the day
  • Freshly baked cookies every afternoon - *only at participating locations

Course Outline

Unit 1 - Continual Service Improvement

  • Purpose and Objectives
  • Scope of Course 
  • Business Value
  • CSI Approach
  • CSI Business Questions
  • ITIL Service Lifecycle
  • Inputs and Outputs

Unit 2 - CSI Principles

  • CSI and Organization Change Relationship
  • What is Ownership
  • CSI Register
  • SLM and CSI
  • Improvement Initiatives and Knowledge Management
  • Deming Cycle
  • Service Measurement Components
  • Good Governance and CSI
  • Models, Frameworks, Standards, Quality Systems

Unit 3 - CSI Process

  • Purpose, Objective, and Scope
  • Business Value
  • Policies, Principles, Concepts
  • Process - Activities, Methods
  • Inputs, Outputs, Triggers, Interfaces
  • Seven Step Improvement Process
  • Critic Success Factors
  • Key Performance Indicators
  • Challenges and Risks Associated

Unit 4 - CSI: Methods and Techniques

  • Properly Using Assessments
  • Gap Analysis for Constructive Criticism
  • Benchmarking
  • Serive Measurement
  • Using Metrics
  • ROI
  • What is Service Reporting
  • Availability Management Techniques
  • Capacity Managemetn Techniques
  • Iterative Activities
  • ITSCM Requirements 
  • Risk Management
  • Program Management Support
  • Knowledge Management Support

Unit 5 - CSI Organization

  • Generic Service Owner
  • Generic Process Owner
  • Process Manager
  • Process Practitioner
  • CSI Manager
  • Seven Step Improvement Roles
  • CSI Manager with Other Roles
  • RACI for Understanding Roles and Duties

Unit 6 - Technology

  • Intro to Technology Considerations
  • ITSM Suites
  • Tools for CSI

Unit 7 - CSI Implementation

  • Starting Implementation
  • Governance
  • Organizational Change
  • Communication Strategies

Unit 8 - Risks, Challenges, Critical Success Aspects

  • What are Possible Challenges
  • Understanding the Critical Success Factors Evident
  • Comparing and Measuring Risks

Objectives

ITIL® Lifecycle CSI Training Course Includes:

  • Introduction to Continual Service Improvement (CSI)
  • CSI Principles
  • CSI Processes
  • CSI Methods and Techniques
  • CSI Organizations
  • CSI Technology
  • Critical Success Factors and Risks
  • Implementation Considerations

Class Exam

ITIL Lifecycle CSI Exam Details:

You can use the ITIL Intermediate voucher for any ITIL Lifecycle or Capability exam.

  • Number of Questions: 8
  • Passing Score: 70%
  • Duration: 90 minutes
  • Format: multiple choice, scenario-based and gradient scored
  • Students must present an ITIL 2011 or V2 Foundation certificate plus a Bridge certificate before taking this exam

Phoenix TS is an authorized testing center for Pearson VUE and Prometric exams. Register for this exam by calling us at (240) 667-7757 or visit the Pearson VUE or Prometric websites. 

Register for Class

Date Location
01/22/19 - 01/24/19, 3 days, 8:30AM – 4:30PM Tysons Corner, VA Register
01/29/19 - 01/31/19, 3 days, 8:30AM – 4:30PM Columbia, MD Register
01/29/19 - 01/31/19, 3 days, 8:30AM – 4:30PM Online Register
04/09/19 - 04/11/19, 3 days, 8:30AM – 4:30PM Columbia, MD Register
08/13/19 - 08/15/19, 3 days, 8:30AM – 4:30PM Columbia, MD Register
10/15/19 - 10/17/19, 3 days, 8:30AM – 4:30PM Tysons Corner, VA Register
10/22/19 - 10/24/19, 3 days, 8:30AM – 4:30PM Columbia, MD Register
10/22/19 - 10/24/19, 3 days, 8:30AM – 4:30PM Online Register
11/13/19 - 11/15/19, 3 days, 8:30AM – 4:30PM Tysons Corner, VA Register