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Microsoft

For ITIL® Foundation Course

For ITIL® Intermediate Course


For ITIL® Online Course


For ITIL® Blended Course


For ITIL® Virtual Live Class

CSI Intermediate Online Training Covers the following topics:

1. Introduction
  • Overview
  • Context
  • ITIL in relation to other publications in the Best Management Practice portfolio
  • Why is ITIL so successful?
  • Chapter Summary
2.Service Management as a practice
  • Services and service management
  • Basic concepts
  • Governance and management systems
  • The service lifecycle
3. Continual service improvement principles
  • Continual service improvement approach
  • CSI and organizational change
  • Ownership
  • CSI register
  • External and internal drivers
  • Service level management
  • Knowledge management
  • The Deming cycle
  • Service measurement
  • IT governance
  • Frameworks, models, standards and quality systems
  • CSI inputs and outputs
4. Continual service improvement processes
  • The seven-step improvement process
5. Continual service improvement methods and techniques
  • Methods and techniques
  • Assessments
  • Benchmarking
  • Service measurement
  • Metrics
  6. Organizing for continual service improvement
  • Organizational development
  • Functions
  • Roles
  • Customer engagement
  • Responsibility model RACI
  • Competence and training
7. Technology considerations
  • Tools to support CSI activities
  • Summary
8. Implementing continual service improvement
  • Critical considerations for implementing CSI
  • Where do I start?
  • Governance
  • CSI and organizational change
  • Communication strategy and plan
  • Summary
9. Challenges, risks and critical success factors
  • Challenges
  • Critical success factors
  • Risks
  • Summary
Examination
  • Time Allotted for Examination: 90-minutes
  • Examination Type: Computer based eight (8) multiple choice scenario-based, gradient scored questions
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