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

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 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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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 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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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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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.

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