ITIL® Intermediate: Continual Service Improvement

Course Objectives

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this course:

• Introduction to CSI
• CSI principles
• CSI process
• CSI methods and techniques
• Organizing for CSI
• Technology considerations
• Implementing CSI
• Challenges, critical success factors and risks.

Target Audience

The target audience of the ITIL Intermediate: Continual Service Improvement course includes, but is not restricted to:

• Chief information officers (CIOs)
• Chief technology officers (CTOs)
• Managers
• Supervisory staff
• Team leaders
• Service designers
• IT architects
• IT planners
• IT consultants
• IT audit managers
• IT security managers
• Service test managers and ITSM trainers
• Individuals who require a detailed understanding of the ITIL CSI phase of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
• IT professionals working within, or about to enter, a CSI environment and requiring a detailed understanding of the processes, functions and activities involved
• Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
• Individuals seeking the ITIL Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules
• Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.

Prerequisites

Candidates wishing to be trained and examined for this course must already hold the ITIL Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission.

Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be required:

• Earlier ITIL (V2) Foundation plus Foundation Bridge
• ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).