Course description

  • What are the course objectives?

    ITIL Intermediate Continual Service Improvement (CSI) Certification is an intermediate level certification offered to professionals within the ITIL service management qualification program. The Continual Service Improvement Certificate is a free-standing qualification, but is also a key component of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.
     
    This training module and the associated exam and certificate will test and validate your knowledge of industry best practices in service management documented in the ITIL Continual Service Improvement publication. Simplilearn brings ITIL Intermediate CSI certification training to professionals who want the convenience of self-paced learning coupled with an online classroom learning environment

  • Why is this certification in such high demand?

    The ITIL framework sets international quality benchmarks for IT professionals around the world. The value of ITIL has grown sharply in recent years and an ITIL certification is fast becoming an entry-level requirement for a majority of IT-based roles. Simplilearn’s ITIL Intermediate training has a modular structure to provide expertise at every level of the IT service management lifecycle. ITIL CSI certification is a prerequisite for many key roles in the IT sector.
     
    Simplilearn is accredited by APMG and TUV as an ITIL Foundation and Intermediate Training provider and 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 pass the ITIL® CSI exam.

  • What skills will you learn?

    At the end of Simplilearn’s training in ITIL Intermediate CSI, you will be able to:
    • Define continual service improvement and describe continual service improvement principles and processes
    • Implement continual service improvement methods, techniques and industry best practices
    • 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 of its related activities. Certified professionals can expect roles such as service delivery team member; manager or, team lead for infrastructure; senior executive, manager or head of IT, and many more.
     
    Certified professionals in this field are in high-demand and their job prospects grow 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 this qualification 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?

    The ITIL Intermediate exam is governed by APMG, EXIN and CSME. Professionals require 21 hours of professional training before taking the ITIL Intermediate Exam. The exam fee for ITIL Intermediate exam varies per governing body.

  • What are the prerequisites for this certification?

    To attend the ITIL Intermediate CSI certification exam, you must undergo training through an accredited training organization like Simplilearn and also be ITIL Foundation certified.

  • How do I unlock my Simplilearn certificate?

    Online Self-paced Learning: Complete 85% of the course

  • Until when can I procure voucher from Simplilearn?

    Your exam voucher fee is included in the price of this course. However, you must procure the exam voucher within six months from the date of course purchase.In the event that an exam price does go up and you have not yet booked the exam, you will need to pay the difference in amount to Simplilearn.

  • How frequently does the exam fee change?

    Exam prices are governed by the certification body and can change. Price changes are typically announced during the end of the calendar year. If the event that an exam price does go up and you have not yet booked the exam, you will need to pay the difference in amount to Simplilearn.

  • What is the validity of my exam voucher?

    Exam vouchers are valid for 1 year from the date of issuance. If you do not book the exam within 1 year from purchase of voucher, you will need to buy the voucher again per the actual price.

  • How will I take the exam?

    For customers outside India, web-based exam vouchers will be booked, and for India customers, only paper-based exam will be booked. Customers are expected to book the exam before the expiration of validity of their course.

  • I would like to book paper-based exam in India, what is the process?

    You can book the paper-based exam by contacting our team and visiting any of the centers below to take the exam.

    City Days Timings
    Bangalore Saturday & Sunday 08:00 AM - 08:00 PM
    Weekdays 08:00 AM - 08:00 PM
    Chennai Saturday 09:00 AM - 06:00 PM
    Hyderabad Saturday 09:00 AM - 06:00 PM
    Pune Saturday 09:00 AM - 06:00 PM
    Mumbai Saturday 09:00 AM - 06:00 PM
    Delhi Saturday 09:00 AM - 06:00 PM
    Kolkata Saturday 09:00 AM - 06:00 PM

  • Does the course fee include in examination fees as well?

    Yes, the course fee is inclusive of the examination fee.

  • How do I schedule my exam?

    For assistance in scheduling your exam, reach out to the sales consultant (inside sales manager) or raise a request to the support team of Simplilearn.  

  • Can I ask for refund of exam voucher cost once its issued to me?

    No, exam voucher cost cannot be refunded once it is issued to a learner as we procure this from third party bodies. Simplilearn does not own the voucher policies and cost.
     

    Course advisor

    Manuel W Lloyd
    Manuel W Lloyd Virtual CIO, IT Service Expert

    Manuel W. Lloyd is a Process Expert known for his thought leadership in IT governance, legislative compliance operational efficiency and cyber security.

    Reviews

    Reymond A. Seda
    Reymond A. Seda Assistant Manager IT at Daelim

    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...

    Read more Read less
    Rajeshwari V
    Rajeshwari V

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

    Pramukh N Vasist
    Pramukh N Vasist

    Excellent training done by Simplilearn Team.

    Viswas Padmanabha
    Viswas Padmanabha

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

    Indranil Banerjee
    Indranil Banerjee

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

    Mohan Bhunia
    Mohan Bhunia

    Training course was very good

    Efren Jr Bernardino
    Efren Jr Bernardino Corporate Information Technology Manager at CTSI Logistics, Inc.

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

    Read more Read less
    Pradeep Sharma
    Pradeep Sharma Senior Engineer at Emerson

    course is good and covered all topics well.

    Sameer Wankhede
    Sameer Wankhede Engg

    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.

    Read more Read less

    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 must receive a score of 28 out of 40 to pass (70%).
       
      The ITIL® Intermediate Exam can be taken online from any country or at a local test center such as Simplilearn. Upon 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 verification, 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 this course?

      Candidates are required to furnish a copy of their ITIL Foundation certificate upon registering for the Intermediate level exam.

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

      Our certification training is designed for you to pass the exams on your first attempt. With a hands-on learning approach and Global Learning Framework, the training not only gives you the confidence to pass the ?exam, but also helps you retain knowledge beyond the exam.

    • Will I get a course completion certificate?

      Upon completing the ITIL Intermediate CSI Certification Training from Simplilearn, you will get a course-completion certificate. You will receive the primary CSI certification after passing the exam.

    • Is the exam fee included in the course fee?

      Yes, the exam fee is included in the course fee.

    • What does it mean to be GSA approved course?

      The course is part of Simplilearn’s contract with GSA (only US) with special pricing for GSA approved agencies & organizations. To know more click here

    • How do i know if I am eligible to buy this course at GSA price?

      You should be employed with GSA approved agencies & organizations. The list of approved agencies is provided here

    • Disclaimer
    • ITIL® is a [registered] trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.