ITIL® Intermediate: Continual Service Improvement (CSI)

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Overview The ITIL Intermediate: Continual Service Agreement course is designed to teach individuals the overall concepts, policies, processes and methods …


The ITIL Intermediate: Continual Service Agreement course is designed to teach individuals the overall concepts, policies, processes and methods related to continual service improvement phase. The course focuses on how individuals and organisations can manage and control techniques and activities within the CSI stage. It is one of the certification levels within the ITIL Service Lifecycle. Individuals will gain access to tools and technology that supports CSI and related activities. The course offers practical insight on how to organise and execute stages in CSI which include strategy, design, transition and operation. Learn about critical success factors within the CSI phase. The primary objective of the course is to enable individuals to effectively maintain and sustain their products and services to ensure that users are provided efficient resources.

The ITIL Intermediate: Continual Service Agreement course will discuss how to gain detailed understanding of industry practices in service management.

The ITIL Intermediate: Continual Service Agreement course will offer learners the guidance on how to align IT services to meet the changing requirements of businesses by identifying and implementing IT service improvements to support businesses processes within an IT enterprise. The Continual Service Improvement level is worth 4 credits and will help learners to progress to the next level of the ITIL scheme which requires a total of 17 credits. The course is globally recognised and accredited to a training organisation and you will be issued an internationally recognised qualification following full completion of The ITIL Intermediate: Continual Service Agreement course.

  • Why consider learning at Study 365?
  • Learning Outcomes
  • Course Titles
  • Access Duration
  • Who is this Course aimed at?
  • Entry Requirements
  • Method of Assessment
  • Certification
  • Awarding Body
  • Progression and Career Path
  • Other Benefits

With so many commitments in our lives, we may not have the time to learn new skills. The beauty of studying online is that you get to find this balance between your education and your daily commitments

Study 365 offers hundreds of online courses to students across the world. Gaining new skills has never been this easy as many of our courses are open to students with little or no qualifications or previous experience. All the courses are up-to-date, relevant, affordable, and will build on existing expertise or give you a jump-start to a new career. The courses are meticulously designed and equals what is offered in a classroom setting. With a solid reputation that has established and made us made us one of the most trusted and reliable online course providers we offer the most convenient path to gain recognised skills and training that will give you the opportunity to put into practice your knowledge and expertise in your chosen career. You can learn at your own pace at Study 365 and you will be provided with all the necessary material, tutorials, qualified course instructor, narrated e-learning modules, interactive quizzes and free resources which include Free CV writing pack, free career support and course demo to make your learning experience enriching and more rewarding.

  • Learn CSI principles, purpose and objectives and service management as a practice.
  • Understand how CSI processes interact with other processes in the service lifecycle.
  • Understand CSI processes which include activities, methods and functions.
  • Learn about the roles and responsibilities within CSI and how to achieve operational excellence.
  • Understand how to support CSI with technology and implementation requirements.
  • Learn critical success factors and risks related to CSI.
  • Module 01: Course Introduction – VO
  • Module 02: Continual Service Improvement
  • Module 03: 7-Step Improvement Process
  • Module 04: Reporting, Methods, and Technology
  • Module 05: CSI Organization and Implementation – VO

The course will be directly delivered to you, and you have 12 months access to the online learning platform from the date you joined the course.  The course is self-paced and you can complete it in stages, revisiting the lectures at any time.

  • The course is aimed at IT Manager, IT Audit Manager, IT Security Architect
  • IT Finance Manager
  • Service Portfolio Manager
  • Availability Manager
  • Individuals seeking to complete the ITIL Expert certificate in IT Service Management.
  • The course requires that learners have an understanding of the ITIL Foundation course and want to progress further in the ITIL scheme.

At the end of the ITIL Intermediate: Continual Service Agreement course you will be required to take a multiple choice question assessment test comprising of 8 questions per paper in 90 minutes duration. (28 marks required to pass out of 40) The multiple choice question assessment will be automatically marked with learners receiving an instant grade. The pass mark is 70%, closed book.

Please Note: Additionally, £210  is charged for the official exam and you are required to pay this when you are ready to face your examination. Exam vouchers will be given upon full payment of the official exam.

Those who successfully complete the exam will be awarded the certificate in ITIL Intermediate: Continual Service Agreement.

The certificate will be awarded by Axelos. This is a globally recognised best practice qualification that will make your CV standout and encourage employers to see your motivation at expanding your skills and knowledge in the IT enterprise.

Once you successfully complete ITIL Intermediate: Continual Service Agreement you will be qualified to work in the following positions. The ITIL Intermediate: Continual Service Agreement qualification will also put you in line to demand a higher salary or job promotion. The average UK salary per annum according to is given below.

  • IT Operations Manager - (£45,428 – per annum)
  • IT Security Manager - (£50,473 – per annum)
  • Business Continuity Manager - (£45,959 – per annum)
  • Release Manager - (£39,663 – per annum)
  • Service Portfolio Manager - (£55,043 – per annum)
  • IT Security Architect - (£57,618 – per annum)

Other jobs you can get 

  • Availability Manager
  • Capacity Manager
  • Supplier Relationship Manager 
  • Written and designed by the industry’s finest expert instructors with over 15 years of experience
  • Repeat and rewind all your lectures and enjoy a personalised learning experience
  • Gain access to quality video tutorials
  • Unlimited 12 months access from anywhere, anytime
  • Save time and money on travel
  • Learn at your convenience and leisure
  • Eligible for TOTUM discount card
  • Free Career Support Service
  • 25% Discount on personal Statement and covering letter writing service
  • Free Access to Over 150 courses for 2 days (48 hours)
  • Free access to course before you purchase (For selected courses only)
ITIL®, RESILIA™, PRINCE2®, and the Swirl logo™ are registered trade marks of the AXELOS Limited, used under permission of AXELOS. All rights reserved.

Course Curriculum

➤ Module 01: Course Introduction – VO
Course Introduction 00:00:00
1.0 Lesson: Course Organization
Course Organization 00:00:00
Welcome to the Course 00:00:00
Mentoring Community Introductions 00:00:00
Why Are You Here? 00:00:00
Using Bloom’s Taxonomy 00:00:00
What do you Expect? 00:00:00
Housekeeping Online 00:00:00
2.0 Lesson: Course Conventions & Agenda
Course Conventions & Agenda 00:00:00
Conventions Used 00:00:00
Quizzes & Exercises 00:00:00
ITIL Qualification Scheme 00:00:00
ITIL Intermediate Exam 00:00:00
Getting Started with an Online Class 00:00:00
Chapter 01 Review 00:00:00
➤ Module 02: Continual Service Improvement
1.0 Lesson: Introduction to CSI
Introduction to CSI 00:00:00
CSI & the Service Lifecycle 00:00:00
Managing Across the Lifecycle 00:00:00
Purpose, Goals, & Objectives of CSI 00:00:00
Scope of CSI 00:00:00
Value of CSI 00:00:00
2.0 Lesson: Principles of CSI
Principles of CSI 00:00:00
CSI Approach 00:00:00
Business Questions for CSI 00:00:00
CSI & Organizational Change 00:00:00
Ownership 00:00:00
CSI Register 00:00:00
Drivers 00:00:00
Service Level Management 00:00:00
Knowledge Management 00:00:00
PDCA & Continual Improvement 00:00:00
Value of Benchmarking 00:00:00
Service Measurement 00:00:00
Baselines 00:00:00
Metrics & Measurement 00:00:00
7-Step Improvement Process 00:00:00
Governance 00:00:00
Frameworks, Models & Quality Systems 00:00:00
Role Definitions 00:00:00
CSI Summary 00:00:00
3.0 Lesson: CSI Summary
Continual Service Improvement Summary 00:00:00
CSI Checkpoint 00:00:00
Chapter 02 Review 00:00:00
Module 02 Quiz : Continual Service Improvement 00:10:00
➤ Module 03: 7-Step Improvement Process
1.0 Lesson: 7-Step Improvement Introduction
7-Step Improvement Introduction – Part 1 00:00:00
7-Step Improvement Introduction – Part 2 00:00:00
Introduction 00:00:00
Purpose, Goals & Objectives 00:00:00
Scope 00:00:00
Business Value 00:00:00
Policies, Principles & Concepts 00:00:00
2.0 Lesson: 7-Step Improvement Activities
7-Step, Activities, Methods & Techniques 00:00:00
Step 1 – Strategy for Improvement 00:00:00
Step 2 – Define Measurement 00:00:00
Step 3 – Gather Data 00:00:00
Step 4 – Process Data 00:00:00
Step 5 – Analyze Information & Data 00:00:00
Vision to Measurement 00:00:00
Step 6 – Present & Use Information 00:00:00
Service Level Agreement Monitoring Chart 00:00:00
Step 7 – Implement Improvement 00:00:00
3.0 Lesson: Lifecycle Integration
Lifecycle Integration 00:00:00
Lifecycle Integration 00:00:00
Financial Management 00:00:00
Service Level Management 00:00:00
Availability & Capacity Management 00:00:00
Security Management 00:00:00
Change Management 00:00:00
Incident Management & Service Desk 00:00:00
Problem Management 00:00:00
Metrics & Measures 00:00:00
Reporting Policy & Rules 00:00:00
4.0 Lesson: 7-Step Improvement Context
7-Step Improvement Context 00:00:00
Relationships 00:00:00
Triggers, Inputs & Outputs 00:00:00
Information 00:00:00
Critical Success Factors 00:00:00
Challenges & Risks 00:00:00
5.0 Lesson: 7-Step Improvement Process Summary
7-Step Improvement Process Summary 00:00:00
7-Step Improvement Process Summary 00:00:00
Checkpoint 00:00:00
Chapter 03 Review 00:00:00
➤ Module 04: Reporting, Methods, and Technology
1.0 Lesson: Reporting & Measurement
Reporting & Measurements 00:00:00
Reporting 00:00:00
Service Measurement 00:00:00
Objectives 00:00:00
Measurement & Reporting Frameworks 00:00:00
Reporting Levels 00:00:00
Management Domains 00:00:00
Measurement Definition 00:00:00
Setting Targets 00:00:00
Process Measurements 00:00:00
Measurement Framework Grid 00:00:00
Scorecard & Reports 00:00:00
Return on Investment 00:00:00
CSI & Service Level Management 00:00:00
2.0 Lesson: CSI Methods & Techniques
Methods & Techniques 00:00:00
Assessment 00:00:00
Gap Analysis 00:00:00
Service Gap Model 00:00:00
Benchmarking 00:00:00
Measurement & Reporting Frameworks 00:00:00
Balanced Scorecard 00:00:00
S.W.O.T. Analysis 00:00:00
The Deming Cycle 00:00:00
Other Lifecycle Process & Methods 00:00:00
Availability 00:00:00
Capacity 00:00:00
Continuity Management 00:00:00
Problem Management 00:00:00
Change, Release & Deployment Management 00:00:00
Knowledge Management 00:00:00
3.0 Lesson: Technology for CSI
Technology for CSI 00:00:00
Tools & Technology 00:00:00
IT Service Management Suits 00:00:00
System & Network Management 00:00:00
Event Management 00:00:00
Incident/Problem Management 00:00:00
Performance Management 00:00:00
Statistical Analysis 00:00:00
Project & Portfolio Management 00:00:00
Financial Management 00:00:00
Business Intelligence Reporting 00:00:00
4.0 Lesson: Reporting, Methods & Technology Summary
Reporting, Methods & Technology Summary 00:00:00
Reporting, Methods & Technology Summary 00:00:00
Checkpoint 00:00:00
Chapter 04 Review 00:00:00
➤ Module 05: CSI Organization and Implementation – VO
1.0 Lesson: Organizing for CSI
Organizing for CSI 00:00:00
Organizing CSI 00:00:00
Mapping Activities & Skills 00:00:00
Who Does What to Whom? 00:00:00
The RACI Model 00:00:00
Functional Role Analysis 00:00:00
Activity Analysis 00:00:00
Roles & Responsibility 00:00:00
Service Owner 00:00:00
Process Owner 00:00:00
Process Manager 00:00:00
Process Practitioner 00:00:00
CSI Manager 00:00:00
2.0 Lesson: Implementing CSI
Implementing CSI 00:00:00
Getting Started 00:00:00
Governance 00:00:00
CSI & Organizational Change 00:00:00
Communication Strategy & Plan 00:00:00
Roles & Inputs to CSI Approach 00:00:00
Challenges 00:00:00
Critical Success Factors 00:00:00
Risks 00:00:00
3.0 Lesson: CSI Technology & Implementation Summary
CSI Technology & Implementation Summary 00:00:00
CSI Organization & Implementation Summary 00:00:00
Checkpoint 00:00:00
Chapter 05 Review 00:00:00
Course Closure 00:00:00

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