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ITIL® Intermediate CSI Certification Training

Course Summary

The ITIL Intermediate Continual Service Improvement (CSI) certification will showcase your ability to apply principles, methods, techniques and best practice elements of metrics-driven continual improvement within the ITIL service lifecycle. The course is one of the key qualifications in ITIL Expert training but can also serve as a free-standing qualification to establish your expertise in continual service improvement and enhance your IT service management career opportunities.


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    Course Syllabus


    Course preview

    ITIL® Intermediate CSI

    Learning Unit 00 - Introductory Lesson 41:57

    0.1 ITIL® 2011 LIFECYCLE MODULE CONTINUAL SERVICE IMPROVEMENT 01:13

    0.2 Agenda 01:01

    0.3 Objective 00:23

    0.4 ITIL® 2011 Introduction 00:55

    0.5 ITIL® 2011 Intermediate 00:45

    0.6 ITIL - Qualification Criteria 01:53

    0.7 Definition of Service Lifecycle 00:45

    0.8 Definition of Service Capability 00:42

    0.9 Difference between Lifecycle and Capability Modules 00:35

    0.10 Managing Across the Lifecycle 00:43

    0.11 Accreditation Institute 00:42

    0.12 CSI Course Description 00:42

    0.13 Course Objective 01:00

    0.14 Target Candidate 00:50

    0.15 Target Candidate contd.. 01:28

    0.16 Exam Pre-requisites 01:05

    0.17 ITIL® 2011 CSI Exam Format 01:06

    0.18 Exam Tips 00:20

    0.19 Course Outline 03:10

    0.20 QUIZ 00:48

    0.21 Foundation Basics 00:15

    0.22 Good Practices 01:49

    0.23 Definition of a Service 01:40

    0.24 Definition of a Service Management 01:07

    0.25 Benefits of IT Service Management 01:07

    0.26 Benefits of IT Service Management 00:53

    0.27 Benefits of IT Service Management 00:42

    0.28 Service Management : Pictorial View 01:41

    0.29 Utility and Warranty 02:12

    0.30 Utility and Warranty 00:20

    0.31 Process, Functions: 02:39

    0.32 ITIL History 01:22

    0.33 ITIL History 01:23

    0.34 ITIL Process, Functions across lifecycle: 00:48

    0.35 Service Owner, Process Owner: 00:54

    0.36 ITIL® 2011 Core Publication 02:16

    0.37 Thank You 00:43

    Learning Unit 01 - Introduction to Continual Service Improvement 21:53

    1.1 Learning Unit 1 00:32

    1.2 ITIL® - The Library Constituents 01:06

    1.3 Learning Unit 1: Introduction to Continual Service Improvement 00:55

    1.4 CSI Official Publication 01:40

    1.5 CSI Official Publication 00:39

    1.6 Value to Business 01:01

    1.7 Intangible Value to Business 01:08

    1.8 Continual service improvement approach 00:42

    1.9 Continual service improvement approach 01:39

    1.10 What is the importance of below questions ? 00:31

    1.11 What is the importance of below questions ? 01:14

    1.12 Context within the service lifecycle 00:57

    1.13 Context of service strategy 01:41

    1.14 Context of service design 01:28

    1.15 Context of service transition 01:30

    1.16 Context of service operation 01:24

    1.17 Context of continual service improvement 01:39

    1.18 CSI Inputs and Outputs by lifecycle stages 00:34

    1.19 Successful CSI approaches 00:58

    1.20 Continual service improvement and the service lifecycle 00:28

    1.21 Summary: 00:07

    1.22 Quiz

    Learning Unit 02 - Continual Service Improvement Principles 41:08

    2.1 Continual Service Improvement Principles 00:27

    2.2 Learning Unit 2: Continual Service Improvement Principles 01:05

    2.3 CSI and Organizational Change 02:04

    2.4 Ownership 01:33

    2.5 CSI Register 00:54

    2.6 Service level management 01:33

    2.7 Business Value of Service measurement 00:53

    2.8 Baselines 00:48

    2.9 Baselines 00:35

    2.10 Knowledge management 01:07

    2.11 Knowledge management 00:29

    2.12 Seven step improvement process 06:13

    2.13 Seven step improvement process 05:12

    2.14 Seven step integrated with PDCA 01:22

    2.15 Seven step integrated with PDCA 00:22

    2.16 Governance 01:29

    2.17 IT governance 00:45

    2.18 Types of Governance 02:20

    2.19 Enterprise governance 01:03

    2.20 Frameworks, Models, Standards, Quality System 01:15

    2.21 Frameworks 02:26

    2.22 Models 01:04

    2.23 Standards 02:00

    2.24 Quality system 01:15

    2.25 Plan- Do- Check- Act cycle 01:46

    2.26 Critical Success Factor 00:58

    2.27 Summary 00:10

    2.28 Quiz

    Learning Unit 03 - Continual Service Improvement Processes 51:42

    3.1 Learning Unit 3 00:23

    3.2 Learning Unit 3: Continual Service Improvement Process 00:59

    3.3 The Seven Step Improvement Process 00:53

    3.4 The Seven Step Improvement Process 00:36

    3.5 Value to business 00:41

    3.6 Policies 01:13

    3.7 Policies 00:30

    3.8 Policy example of monitoring services 01:13

    3.9 Basic Concepts 01:11

    3.10 Basic Concepts (cont...) 00:25

    3.11 Process activities, methods and techniques 00:58

    3.12 Seven step improvement process 00:25

    3.13 Step 1 - Identify the strategy for improvement 00:55

    3.14 Step 1 - Identify the strategy for improvement 01:07

    3.15 Step 1 - Identify the strategy for improvement 00:26

    3.16 Step 2 - Define what you will measure 01:52

    3.17 Step 2 - Define what you will measure 00:48

    3.18 Step 2 - Define what you will measure 00:30

    3.19 Step 3 - Gather the data 01:47

    3.20 Step 3 - Gather the data 00:46

    3.21 Step 3 - Gather the data 00:44

    3.22 Step 4 - Process the data 02:33

    3.23 Step 4 - Process the data 00:50

    3.24 Step 5 - Analyze the information and data 02:08

    3.25 Step 5 - Analyze the information and data 00:31

    3.26 Step 5 - Analyze the information and data 00:31

    3.27 Step 6 - Present and use the information 01:36

    3.28 Step 6 - Present and use the information 00:54

    3.29 SLAM Chart example: 00:38

    3.30 Step 7 - Implement improvement 01:21

    3.31 Step 7 - Implement improvement 00:56

    3.32 Triggers, Inputs, Outputs 01:03

    3.33 Interfaces 02:05

    3.34 Interfaces 01:00

    3.35 Process involved in gathering and processing the data 04:28

    3.36 Process involved in analyzing the data 03:23

    3.37 Process involved in presenting and using the information 02:14

    3.38 Process Involved In Implementing Improvement 02:50

    3.39 Critical success factors and key performance indicators 02:17

    3.40 Challenges 00:53

    3.41 Risks 01:02

    3.42 Summary 00:07

    3.43 Quiz

    Learning Unit 04 - Organizing for Continual Service Improvement 1:20:00

    4.1 Learning Unit 4 00:31

    4.2 Learning Unit 4: Continual Service Improvement Methods and Techniques 01:12

    4.3 Assessments 01:27

    4.4 When to assess 01:40

    4.5 What to assess 02:10

    4.6 How to assess 02:35

    4.7 Gap analysis 01:41

    4.8 Benchmarking 00:55

    4.9 Benchmarking procedure 00:55

    4.10 Benchmarking costs 01:17

    4.11 Value of Benchmarking 02:01

    4.12 Benchmarking as a level (for change) 00:47

    4.13 Benchmarking as a steering instrument 00:36

    4.14 Benchmarking categories 01:20

    4.15 Benchmarking benefits 00:40

    4.16 What to benchmark ? 02:33

    4.17 Benchmarking - Who is involved ? 02:05

    4.18 Comparison with industry norms 02:18

    4.19 Benchmark approach 01:29

    4.20 Service Measurement 00:46

    4.21 Design and develop a service measurement framework 01:36

    4.22 Design and develop a service measurement framework 01:05

    4.23 Different levels of measurement and reporting 01:18

    4.24 Service measurement model 00:31

    4.25 Service management process measurement 01:30

    4.26 Service management model 01:09

    4.27 Creating a measurement framework grid 00:56

    4.28 Metrics 01:28

    4.29 How many CSFs and KPIs ? 01:55

    4.30 Type of KPIs 01:33

    4.31 Tension metrics 00:48

    4.32 Goals and metrics 00:55

    4.33 Interpreting and using metrics 01:42

    4.34 Using measurement and metrics 02:22

    4.35 Creating scorecards and reports 01:35

    4.36 Setting targets 01:32

    4.37 Balanced Scorecard 01:50

    4.38 IT Balanced Scorecard 01:26

    4.39 SWOT Analysis 01:10

    4.40 Sample SWOT Analysis for CSI: 00:23

    4.41 Return on investment 01:11

    4.42 ROI example: 00:37

    4.43 Value on Investment example: 00:50

    4.44 Establishing the business case: 01:25

    4.45 Service reporting: 01:08

    4.46 CSI and Availability Management: 01:04

    4.47 Component Failure Impact Analysis and CSI: 01:19

    4.48 Fault Tree Analysis and CSI: 01:14

    4.49 Service Failure Analysis and CSI: 01:35

    4.50 Technical Observation and CSI: 01:39

    4.51 CSI and Capacity Management : 02:17

    4.52 Connecting business and service capacity management: 00:49

    4.53 Event management 01:03

    4.54 Workload and Demand Management for CSI: 01:43

    4.55 IT Service Continuity Management use in CSI: 02:24

    4.56 Risk Register and CSI 00:59

    4.57 Risk Register 00:38

    4.58 Problem Management and CSI 01:23

    4.59 Knowledge Management and CSI 00:54

    4.60 Summary 00:06

    4.61 Quiz

    Learning Unit 05 - Organizing for Continual Service Improvement 12:53

    5.1 Learning Unit 5 00:29

    5.2 Learning Unit 5: Organizing for Continual Service Improvement 01:05

    5.3 Service Manager 01:09

    5.4 Service Owner role 01:38

    5.5 Process Owner role 01:34

    5.6 Process Manager role 00:50

    5.7 Process Practitioner role 01:05

    5.8 Seven-step improvement roles 01:11

    5.9 CSI Manager role 01:04

    5.10 Activities and skill levels needed for CSI 00:47

    5.11 Responsibilit model - RACI 01:13

    5.12 Example of RACI matrix 00:37

    5.13 Summary 00:11

    5.14 Quiz

    Learning Unit 06 - Technology Consideration 22:14

    6.1 Learning Unit 6 00:30

    6.2 Learning Unit 6: Technology consideration 00:48

    6.3 Tools to Support CSI Activitie 02:05

    6.4 IT service management suites 05:16

    6.5 Systems and network management 02:44

    6.6 Event management 01:36

    problem resolution 01:23

    6.8 Performance management 01:30

    6.9 Statistical analysis tools 01:27

    6.10 Project and portfolio management 01:21

    6.11 Financial Management 01:36

    reporting 01:45

    6.13 Summary 00:13

    6.14 Quiz

    Learning Unit 07 - Implement Continual Service Improvement 24:12

    7.1 Learning Unit 7 00:27

    7.2 Learning Unit 7: Implementing Continual Service Improvement 01:15

    7.3 Critical Considerations for implementing CSI 00:44

    7.4 Critical Considerations for implementing CSI 00:25

    7.5 Where do we start ? 03:51

    7.6 Governance 02:39

    7.7 Governance 00:57

    7.8 COBIT as a governance framework 00:52

    7.9 CSI and organizational change 01:26

    7.10 CSI and organizational change 07:07

    7.11 Communication Strategy and Plan 01:21

    7.12 Communication Strategy and Plan 03:01

    7.13 Summary 00:07

    7.14 Quiz

    Learning Unit 08 - Challenges Critical Success Factor and Risks 05:52

    8.1 Learning Unit 8 00:33

    8.2 Learning Unit 8: Challenges, Critical success factors and risks 01:00

    8.3 Challenges 01:35

    8.4 Critical Success Factor 01:13

    8.5 Risks 01:24

    8.6 Summary 00:07

    8.7 Quiz

    Learning Unit 09 - Summary Case Studies Exam Preparation and Directed 38:28

    9.1 Learning Unit 9 00:30

    9.2 Summary: Exam Preparation and Directed 00:08

    9.3 Case Studies 00:56

    9.4 Case Study 1: 01:13

    9.5 Question 1: 00:35

    9.6 Rank the Options (as per assignment rules): 02:11

    9.7 Case Study 2 01:02

    9.8 Question 2: 00:20

    9.9 Rank the Options (as per assignment rules): 01:49

    9.10 Rank the Options (as per assignment rules): 01:24

    9.11 Case Study 3 01:05

    9.12 Question 3 00:30

    9.13 Rank the Options (as per assignment rules): 01:41

    9.14 Case Study 4 01:27

    9.15 Question 4 00:46

    9.16 Rank the Options (as per assignment rules): 01:41

    9.17 Rank the Options (as per assignment rules): 01:34

    9.18 Case Study 5 01:00

    9.19 Question 5 00:20

    9.20 Rank the Options (as per assignment rules): 01:38

    9.21 Case Study 6 01:20

    9.22 Question 6 00:31

    9.23 Rank the Options (as per assignment rules): 01:42

    9.24 Case Study 7 01:22

    9.25 Question 7 00:31

    9.26 Rank the Options (as per assignment rules): 01:31

    9.27 Rank the Options (as per assignment rules): 01:19

    9.28 Case Study 8 01:34

    9.29 Question 8 00:32

    9.30 Rank the Options (as per assignment rules): 02:24

    9.31 Checkpoints 00:21

    9.32 Sample Question: (from sample exam paper) 01:09

    9.33 Sample Question 02:08

    9.34 Directed studies & Glossary 00:08

    9.35 Thank You 00:06

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Course Fee:
USD 999

Course Type:

Self-Study

Course Status:

Active

Workload:

1 - 4 hours / week

This course is listed under Networks & IT Infrastructure and Project & Service Management Community

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