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

      41:20
      • 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
        00:05
      • 0.12 CSI Course Description
        00:42
      • 0.13 Course Objective
        01:00
      • 0.14 Target Candidate
        00:50
      • 0.15 Target Candidate Continued
        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?

    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 exam 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. In case the exam price goes 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 schedule/book my exam?

    Please click the below link for information regarding the booking process.
    https://www.simplilearn.com/ice9/about_course_images/Raise_exam_request_through_LMS.pdf

  • Does the course fee include examination fees as well?

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

  • Can I ask for refund of exam voucher cost once it is 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

Indranil Banerjee
Indranil Banerjee Pune

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

Mohan Bhunia
Mohan Bhunia Pune

Training course was very good

Rajeshwari V
Rajeshwari V Bangalore

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

Pramukh N Vasist
Pramukh N Vasist Bangalore

Excellent training done by Simplilearn Team.

Viswas Padmanabha
Viswas Padmanabha Bangalore

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

Pradeep Sharma
Pradeep Sharma Senior Engineer at Emerson, Mumbai

course is good and covered all topics well.

Sameer Wankhede
Sameer Wankhede Engg, Mumbai

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

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

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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    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.

    • 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.