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  • 9 hours of self-paced learning
  • 10 end of chapter quizzes
  • 2 sample test papers
  • Exam fee included
  • 15 PDUs offered

Course description

  • What’s the focus of this course?

    ITIL® Intermediate Continual Service Improvement Certification is an intermediate level certification offered to professionals within the ITIL® qualification scheme. Continual Service Improvement Certificate is a free-standing qualification, but is also part of the ITIL® Intermediate Lifecycle stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL® Continual Service Improvement publication.

    Simplilearn brings ITIL® Intermediate CSI certification training that allows one to prepare for the ITIL® CSI exam in the comfort of their own place and/or in a Classroom learning environment.

  • Why is the certification most sought-after?

    Simplilearn is accredited by APMG and TUV as an ITIL® Foundation and Intermediate Training provider. Simplilearn is also an Accredited Examination Centre (AEC) by APMG, TUV and EXIN. The ITIL® Intermediate CSI Certification is an intermediate level ITIL® certification offered to professionals who qualify the ITIL® CSI exam.

    Simplilearn’s ITIL® Intermediate Training has a modular structure with each module focusing on different aspects of ITIL®. According to some of the leading job websites, ITIL® Intermediate CSI Certification is a pre-requisite for many key roles in the IT sector.

    Certified professionals are most sought-after by Fortune 500 companies, across the globe, and the demand is sharply increasing.

  • What are the course objectives?

    At the end of Simplilearn’s training in ITIL® Intermediate CSI, you will be able to:
    • Define continual service improvement
    • Describe continual service improvement principles and processes
    • Explain continual service improvement methods and techniques
    • Implement continual service improvement
    • Define strategies for challenges, CSFs, and risk factors

  • What are the career benefits of this course?

    Simplilearn’s ITIL® Intermediate CSI course provides a complete management-level overview of continual service improvement, and all its related activities. According to some of the leading job websites, ITIL® Intermediate CSI Certification is a pre-requisite for many key roles in the IT sector.

    Certified professionals can expect roles such as Service Delivery Team Member, Manager, or Head, Team Lead—Infrastructure, Senior Executive, Manager, Head—IT and many more. Certified professionals in this field are in high-demand and their job prospects grow in keeping with their certification levels. Certified professionals in ITIL® Intermediate CSI field are highly paid for their skills and expertise in the industry. According to recent surveys by payscale.com, the median salary for certified professionals in this field is $98,619.

  • Who should take this course?

    The main target group for the ITIL® Intermediate Qualification: Continual Service Improvement includes, but is not restricted to:
    • Chief information officers (CIOs)
    • Chief technology officers (CTOs)
    • Service designers
    • IT architects
    • IT planners
    • IT consultants
    • IT audit managers
    • IT security managers

Course preview

    • Learning Unit 00 - Introductory Lesson 41:57
      • 0.1 ITIL® 2011 LIFECYCLE MODULE CONTINUAL SERVICE IMPROVEMENT01:13
      • 0.2 Agenda01:01
      • 0.3 Objective00:23
      • 0.4 ITIL® 2011 Introduction00:55
      • 0.5 ITIL® 2011 Intermediate00:45
      • 0.6 ITIL - Qualification Criteria01:53
      • 0.7 Definition of Service Lifecycle00:45
      • 0.8 Definition of Service Capability00:42
      • 0.9 Difference between Lifecycle and Capability Modules00:35
      • 0.10 Managing Across the Lifecycle00:43
      • 0.11 Accreditation Institute00:42
      • 0.12 CSI Course Description00:42
      • 0.13 Course Objective01:00
      • 0.14 Target Candidate00:50
      • 0.15 Target Candidate contd..01:28
      • 0.16 Exam Pre-requisites01:05
      • 0.17 ITIL® 2011 CSI Exam Format01:06
      • 0.18 Exam Tips00:20
      • 0.19 Course Outline03:10
      • 0.20 QUIZ00:48
      • 0.21 Foundation Basics00:15
      • 0.22 Good Practices01:49
      • 0.23 Definition of a Service01:40
      • 0.24 Definition of a Service Management01:07
      • 0.25 Benefits of IT Service Management01:07
      • 0.26 Benefits of IT Service Management00:53
      • 0.27 Benefits of IT Service Management00:42
      • 0.28 Service Management : Pictorial View01:41
      • 0.29 Utility and Warranty02:12
      • 0.30 Utility and Warranty00:20
      • 0.31 Process, Functions:02:39
      • 0.32 ITIL History01:22
      • 0.33 ITIL History01:23
      • 0.34 ITIL Process, Functions across lifecycle:00:48
      • 0.35 Service Owner, Process Owner:00:54
      • 0.36 ITIL® 2011 Core Publication02:16
      • 0.37 Thank You00:43
    • Learning Unit 01 - Introduction to Continual Service Improvement 21:53
      • 1.1 Learning Unit 100:32
      • 1.2 ITIL® - The Library Constituents01:06
      • 1.3 Learning Unit 1: Introduction to Continual Service Improvement00:55
      • 1.4 CSI Official Publication01:40
      • 1.5 CSI Official Publication00:39
      • 1.6 Value to Business01:01
      • 1.7 Intangible Value to Business01:08
      • 1.8 Continual service improvement approach00:42
      • 1.9 Continual service improvement approach01:39
      • 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 lifecycle00:57
      • 1.13 Context of service strategy01:41
      • 1.14 Context of service design01:28
      • 1.15 Context of service transition01:30
      • 1.16 Context of service operation01:24
      • 1.17 Context of continual service improvement01:39
      • 1.18 CSI Inputs and Outputs by lifecycle stages00:34
      • 1.19 Successful CSI approaches00:58
      • 1.20 Continual service improvement and the service lifecycle00:28
      • 1.21 Summary:00:07
      • 1.22 Quiz
    • Learning Unit 02 - Continual Service Improvement Principles 41:08
      • 2.1 Continual Service Improvement Principles00:27
      • 2.2 Learning Unit 2: Continual Service Improvement Principles01:05
      • 2.3 CSI and Organizational Change02:04
      • 2.4 Ownership01:33
      • 2.5 CSI Register00:54
      • 2.6 Service level management01:33
      • 2.7 Business Value of Service measurement00:53
      • 2.8 Baselines00:48
      • 2.9 Baselines00:35
      • 2.10 Knowledge management01:07
      • 2.11 Knowledge management00:29
      • 2.12 Seven step improvement process06:13
      • 2.13 Seven step improvement process05:12
      • 2.14 Seven step integrated with PDCA01:22
      • 2.15 Seven step integrated with PDCA00:22
      • 2.16 Governance01:29
      • 2.17 IT governance00:45
      • 2.18 Types of Governance02:20
      • 2.19 Enterprise governance01:03
      • 2.20 Frameworks, Models, Standards, Quality System01:15
      • 2.21 Frameworks02:26
      • 2.22 Models01:04
      • 2.23 Standards02:00
      • 2.24 Quality system01:15
      • 2.25 Plan- Do- Check- Act cycle01:46
      • 2.26 Critical Success Factor00:58
      • 2.27 Summary00:10
      • 2.28 Quiz
    • Learning Unit 03 - Continual Service Improvement Processes 51:42
      • 3.1 Learning Unit 300:23
      • 3.2 Learning Unit 3: Continual Service Improvement Process00:59
      • 3.3 The Seven Step Improvement Process00:53
      • 3.4 The Seven Step Improvement Process00:36
      • 3.5 Value to business00:41
      • 3.6 Policies01:13
      • 3.7 Policies00:30
      • 3.8 Policy example of monitoring services01:13
      • 3.9 Basic Concepts01:11
      • 3.10 Basic Concepts (cont...)00:25
      • 3.11 Process activities, methods and techniques00:58
      • 3.12 Seven step improvement process00:25
      • 3.13 Step 1 - Identify the strategy for improvement00:55
      • 3.14 Step 1 - Identify the strategy for improvement01:07
      • 3.15 Step 1 - Identify the strategy for improvement00:26
      • 3.16 Step 2 - Define what you will measure01:52
      • 3.17 Step 2 - Define what you will measure00:48
      • 3.18 Step 2 - Define what you will measure00:30
      • 3.19 Step 3 - Gather the data01:47
      • 3.20 Step 3 - Gather the data00:46
      • 3.21 Step 3 - Gather the data00:44
      • 3.22 Step 4 - Process the data02:33
      • 3.23 Step 4 - Process the data00:50
      • 3.24 Step 5 - Analyze the information and data02:08
      • 3.25 Step 5 - Analyze the information and data00:31
      • 3.26 Step 5 - Analyze the information and data00:31
      • 3.27 Step 6 - Present and use the information01:36
      • 3.28 Step 6 - Present and use the information00:54
      • 3.29 SLAM Chart example:00:38
      • 3.30 Step 7 - Implement improvement01:21
      • 3.31 Step 7 - Implement improvement00:56
      • 3.32 Triggers, Inputs, Outputs01:03
      • 3.33 Interfaces02:05
      • 3.34 Interfaces01:00
      • 3.35 Process involved in gathering and processing the data04:28
      • 3.36 Process involved in analyzing the data03:23
      • 3.37 Process involved in presenting and using the information02:14
      • 3.38 Process Involved In Implementing Improvement02:50
      • 3.39 Critical success factors and key performance indicators02:17
      • 3.40 Challenges00:53
      • 3.41 Risks01:02
      • 3.42 Summary00:07
      • 3.43 Quiz
    • Learning Unit 04 - Organizing for Continual Service Improvement 1:20:00
      • 4.1 Learning Unit 400:31
      • 4.2 Learning Unit 4: Continual Service Improvement Methods and Techniques01:12
      • 4.3 Assessments01:27
      • 4.4 When to assess01:40
      • 4.5 What to assess02:10
      • 4.6 How to assess02:35
      • 4.7 Gap analysis01:41
      • 4.8 Benchmarking00:55
      • 4.9 Benchmarking procedure00:55
      • 4.10 Benchmarking costs01:17
      • 4.11 Value of Benchmarking02:01
      • 4.12 Benchmarking as a level (for change)00:47
      • 4.13 Benchmarking as a steering instrument00:36
      • 4.14 Benchmarking categories01:20
      • 4.15 Benchmarking benefits00:40
      • 4.16 What to benchmark ?02:33
      • 4.17 Benchmarking - Who is involved ?02:05
      • 4.18 Comparison with industry norms02:18
      • 4.19 Benchmark approach01:29
      • 4.20 Service Measurement00:46
      • 4.21 Design and develop a service measurement framework01:36
      • 4.22 Design and develop a service measurement framework01:05
      • 4.23 Different levels of measurement and reporting01:18
      • 4.24 Service measurement model00:31
      • 4.25 Service management process measurement01:30
      • 4.26 Service management model01:09
      • 4.27 Creating a measurement framework grid00:56
      • 4.28 Metrics01:28
      • 4.29 How many CSFs and KPIs ?01:55
      • 4.30 Type of KPIs01:33
      • 4.31 Tension metrics00:48
      • 4.32 Goals and metrics00:55
      • 4.33 Interpreting and using metrics01:42
      • 4.34 Using measurement and metrics02:22
      • 4.35 Creating scorecards and reports01:35
      • 4.36 Setting targets01:32
      • 4.37 Balanced Scorecard01:50
      • 4.38 IT Balanced Scorecard01:26
      • 4.39 SWOT Analysis01:10
      • 4.40 Sample SWOT Analysis for CSI:00:23
      • 4.41 Return on investment01:11
      • 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 management01:03
      • 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 CSI00:59
      • 4.57 Risk Register00:38
      • 4.58 Problem Management and CSI01:23
      • 4.59 Knowledge Management and CSI00:54
      • 4.60 Summary00:06
      • 4.61 Quiz
    • Learning Unit 05 - Organizing for Continual Service Improvement 12:53
      • 5.1 Learning Unit 500:29
      • 5.2 Learning Unit 5: Organizing for Continual Service Improvement01:05
      • 5.3 Service Manager01:09
      • 5.4 Service Owner role01:38
      • 5.5 Process Owner role01:34
      • 5.6 Process Manager role00:50
      • 5.7 Process Practitioner role01:05
      • 5.8 Seven-step improvement roles01:11
      • 5.9 CSI Manager role01:04
      • 5.10 Activities and skill levels needed for CSI00:47
      • 5.11 Responsibilit model - RACI01:13
      • 5.12 Example of RACI matrix00:37
      • 5.13 Summary00:11
      • 5.14 Quiz
    • Learning Unit 06 - Technology Consideration 22:14
      • 6.1 Learning Unit 600:30
      • 6.2 Learning Unit 6: Technology consideration00:48
      • 6.3 Tools to Support CSI Activitie02:05
      • 6.4 IT service management suites05:16
      • 6.5 Systems and network management02:44
      • 6.6 Event management01:36
      • problem resolution01:23
      • 6.8 Performance management01:30
      • 6.9 Statistical analysis tools01:27
      • 6.10 Project and portfolio management01:21
      • 6.11 Financial Management01:36
      • reporting01:45
      • 6.13 Summary00:13
      • 6.14 Quiz
    • Learning Unit 07 - Implement Continual Service Improvement 24:12
      • 7.1 Learning Unit 700:27
      • 7.2 Learning Unit 7: Implementing Continual Service Improvement01:15
      • 7.3 Critical Considerations for implementing CSI00:44
      • 7.4 Critical Considerations for implementing CSI00:25
      • 7.5 Where do we start ?03:51
      • 7.6 Governance02:39
      • 7.7 Governance00:57
      • 7.8 COBIT as a governance framework00:52
      • 7.9 CSI and organizational change01:26
      • 7.10 CSI and organizational change07:07
      • 7.11 Communication Strategy and Plan01:21
      • 7.12 Communication Strategy and Plan03:01
      • 7.13 Summary00:07
      • 7.14 Quiz
    • Learning Unit 08 - Challenges Critical Success Factor and Risks 05:52
      • 8.1 Learning Unit 800:33
      • 8.2 Learning Unit 8: Challenges, Critical success factors and risks01:00
      • 8.3 Challenges01:35
      • 8.4 Critical Success Factor01:13
      • 8.5 Risks01:24
      • 8.6 Summary00:07
      • 8.7 Quiz
    • Learning Unit 09 - Summary Case Studies Exam Preparation and Directed 38:28
      • 9.1 Learning Unit 900:30
      • 9.2 Summary: Exam Preparation and Directed00:08
      • 9.3 Case Studies00:56
      • 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 201:02
      • 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 301:05
      • 9.12 Question 300:30
      • 9.13 Rank the Options (as per assignment rules):01:41
      • 9.14 Case Study 401:27
      • 9.15 Question 400:46
      • 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 501:00
      • 9.19 Question 500:20
      • 9.20 Rank the Options (as per assignment rules):01:38
      • 9.21 Case Study 601:20
      • 9.22 Question 600:31
      • 9.23 Rank the Options (as per assignment rules):01:42
      • 9.24 Case Study 701:22
      • 9.25 Question 700:31
      • 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 801:34
      • 9.29 Question 800:32
      • 9.30 Rank the Options (as per assignment rules):02:24
      • 9.31 Checkpoints00:21
      • 9.32 Sample Question: (from sample exam paper)01:09
      • 9.33 Sample Question02:08
      • 9.34 Directed studies & Glossary00:08
      • 9.35 Thank You00:06
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Exam & certification

  • How will I become a ITIL Intermediate CSI certified?

    ITIL Intermediate exam is governed by APMG, EXIN and CSME. Professionals require 21 hours of professional training before attending ITIL Intermediate Exam. The exam fee for ITIL Intermediate exam is different as per governing bodies.

  • What are the prerequisites for the certification?

    To attend the ITIL Intermediate CSI certification exam, one has to undergo training through ATOs like Simplilearn and also be an ITIL Foundation certified.

  • What do I need to do to unlock my certificate?

    OSL:
    • Complete 85% of the course.

Reviews

I had a great experience and I like the training content and the way it was conducted. The instructor has a good sense of explanation and I recommend him for your future training in ITIL specially in MALC, I feel very confident to appear for the exam...

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ITIL course from Simplilearn helped me to improve my service towards my clients. The learning was helpful and knowledgeable. Thank you Simplilearn.

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I am satisfied with the training course; this would really help.

Excellent training done by Simplilearn Team.

Training is well paced. Instructor is experienced and was able to handle the course very well.

Good training. Trainer was relating us to real life experience.

Training course was very good

course is good and covered all topics well.

The training course has helped in providing in-depth understanding of ITIL CSI concepts which will help in deploying improvements in the organization that I am working for.

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FAQs

  • What is the duration of the exam?

    The duration of the exam is 90 minutes.

  • What is the exam structure?

    The ITIL® Intermediate CSI exam consists of multiple choice questions with eight questions per paper and is closed book. A candidate has to get 28 marks out of an available 40 to pass (that is, 70%).
     
    The ITIL® Intermediate Exam can be taken online from any country or at a Local Test Centre such as Simplilearn. On registering for the exam, candidates will receive a confirmation email. After verification of their ITIL® credentials, candidates can schedule their exam online. For taking the exam online, a webcam is required.
     
    For the ITIL® credentials verifications, candidates are required to furnish a copy of their ITIL® Foundation certificate as well as the course completion certificate for the ITIL® Intermediate level training.

  • Are there any prerequisite certificates to be obtained before applying for the course?

    Candidates are required to furnish a copy of their ITIL® Foundation certificate during registration for the Intermediate level exam.

  • How does Simplilearn assure that the material and the training delivered are effective?

    Simplilearn follows a Global Learning Framework which has been proven to deliver results and has been perfected by their experience in training about a million learners.

  • Will I get a course completion certificate?

    On completing the ITIL® Intermediate CSI Certification Training from Simplilearn, you will get a course-completion certificate. The main certification can be obtained by appearing for the exam.

  • Is exam fee included in the course fee?

    Yes, exam fee is included in the course fee.

  • Disclaimer
  • PMP, PMI, PMBOK, CAPM, PgMP, PfMP, ACP, PBA, RMP, SP, and OPM3 are registered marks of the Project Management Institute, Inc.