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The ITIL Intermediate Qualification: 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 in IT Service Management.


 
Course Outline


The ITIL Intermediate Qualification: 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 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 and design as documented in the ITIL Continual Service Improvement publication.

Duration

This program is offered over a 3-day period and includes approximately 21 hours of student-instructor interaction; a 1.5 hours formal certification exam on the afternoon of the third day, or the following week.

The course approach combines theoretical and hands-on knowledge transfer, including individual and group practical exercises. The Minimum number of students per session is 6 where the maximum is 12.

Simulation and practical application

We provide the students with real life experiences; we use the client organization as "Case study" example for the purpose of discussion to show the value of using best practice. We integrate group exercises and sample exam questions to simulate and practice the subject matter.
Audience

The audience for the ITIL Intermediate Qualification: Continual Service Improvement Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of Continual Service Improvement activities within the Service Lifecycle.

The course covers the management and control of the activities and techniques within the Continual Service Improvement stage, but not the detail of each of the supporting processes. This course may also be of interest to:

Individuals who require a detailed understanding of the ITIL Continual Service Improvement phase of the ITIL core 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 Continual Service Improvement environment and requiring a detailed understanding of the processes, functions and activities involved

Individuals seeking the ITIL Expert in IT Service Management for which this qualification is one of the prerequisite modules

Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite

Note: The success in achieving this certification is highly dependant upon participants' effort in doing their homework, and self-study before and during the program. Therefore, it is highly recommended that:

The exam is scheduled one week to maximum two weeks after the training to allow sufficient time for preparation.

Course participants purchase the appropriate ITIL V3 OGC publication to enable them proper review, study and preparation.


Course Completion Skills:

  •  Through a series of lectures designed at achieving a clear understanding of the ITIL Best Practice lifecycle approach and through various exercises, assignments and discussions, participants can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
  •  Introduction to Continual Service Improvement
  •  Continual Service Improvement Principles
  •  Continual Service Improvement Process
  •  Continual Service Improvement Methods and Techniques
  •  Organization for Continual Service Improvement
  •  Technology for Continual Service Improvement
  •  Implementation Considerations
  •  Critical success factors and risks
  •  Following the completion of this program, program participants will know:
  •  The importance of Service Management as a Practice
  •  Concept and Continual Service Improvement Principals, Purpose and Objective
  •  How all processes in ITIL Continual Service Improvement interact with other Service Lifecycle Processes
  • The sub-processes, activities, methods and functions used in each of the ITIL Continual Service Improvement processes
  • The roles and responsibilities within ITIL Continual Service Improvement and the activities and functions to achieve Service Improvement excellence
  • Technology and implementation considerations surrounding ITIL Continual Service Improvement
  • Challenges, Critical Success Factors and Risks associated to ITIL Continual Service Improvement

Course Outline Introduction
This unit introduces the candidate to concepts and terminology in the field of Continual Service Improvement. Specifically, after completion of this module candidates will be expected to understand and describe:
  • the purpose and objectives of Continual Service Improvement
  • the scope of Continual Service Improvement
  • the approach to Continual Service Improvement
  • the interfaces with other ITIL Lifecycle stages
Continual Service Improvement Principles
This unit will cover general approach and identifies the key elements within Continual Service Improvement. To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
  • how the success of CSI depends upon an understanding of change upon an organization
  • how CSI drives the adoption of, and is influenced by, Service Level Management
  • how the Deming Cycle is critical to both the implementation and application of CSI
  • how CSI can make effective use of the various aspects of Service Measurement
  • how Knowledge Management is a mainstay of any improvement initiative
  • how CSI can make effective use of internal and external Benchmarks
  • how CSI can be used to ensure good governance where goals are aligned and good management is achieved
  • how frameworks, models, standards and quality systems fully support the concepts embodied in CSI
Continual Service Improvement Process
This unit covers in detail the ITIL processes primarily covered in the Continual Service Improvement stage, and the relevant activities relating to other ITIL processes. To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide, or analyze:
  • the 7-step improvement process. Specifically, the candidate will be able to articulate what is being done at every step and where the information is actually found
  • how CSI integrates with the other stages in the Service Lifecycle
  • Service Reporting and articulate reporting policies and rules
  • Service Measurement Specifically, the candidate will be able to describe targets, and describe, use and interpret metrics and reports
  • the importance of properly defining metrics and measurements
  • the concept of Return on Investment for CSI. Specifically, the candidate will be able to demonstrate how to create a return on investment, establish a business case and measure the benefits achieved
  • the various Business questions for CSI
  • the relationship between CSI and Service Level Management
Continual Service Improvement Methods and Techniques
This unit will provide detailed coverage of the activities primarily used to deliver Continual Service Improvement phase. Specifically, after completing this module, candidates will be able to apply available methods and techniques, select appropriate techniques for circumstances, justify recommendations and application of those techniques including:
  • what to assess and when to use Assessments
  • how a gap analysis can provide insight into the areas that have room for improvement
  • Benchmarking
  • the Measuring and Reporting frameworks such as the Balance Scorecard and the SWOT analysis
  • the Deming Cycle and its uses for service improvement
  • the relationships and interfaces between CSI and the other service management processes
  • how availability management techniques such as CFIA, FTA, PSA, TO and the expanded Incident Lifecycle can be used by CSI
  • how capacity management techniques such as business, service and component capacity management, workload and demand management
  • the iterative activities of capacity management can be used by CSI
  • how CSI needs to take IT Service Continuity Management requirements into consideration and how CSI can use Risk Management to identify areas for improvement
  • Problem management supports the activities of CSI
Organization for Continual Service Improvement
This unit covers the roles and responsibilities appropriate within Continual Service Improvement and the Continual Service Improvement focused processes as well as related organizational structures and their applicability to different circumstances. The program will enable to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze the nature of the activities and the skills required for the 7-step improvement process. Additionally, candidates will get familiar with the responsibilities, skills and competencies for:
  • Service Manager
  • CSI Manager
  • Service Owner
  • how authority matrices (RACI) can very used when defining communication procedures in the CSI process
Technology for Continual Service Improvement
This unit covers the appropriate technology and tools to support the Continual Service Improvement processes and activities; it will enable candidates to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
  • how the following tools can be used to assist some or all of the activities of the Continual Service Improvement process
  • IT service management suites
  • System and network management
  • Event management
  • Automated Incident/Problem resolution
  • Performance Management
  • Statistical Analysis tools
  • Project and Portfolio Management
  • Financial management
  • Business Intelligence reporting
Implementing Continual Service Improvement
This unit covers the key considerations in implementing CSI. It should enable candidates to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
  • where to start
  • the role of Governance to CSI
  • the effect of Organizational Change for CSI
  • a Communications strategy and Plan
Critical success factors and risks
This unit addresses the positive and negative factors affecting the Continual Service Improvement process as well of the effect of CSI upon the organization. Candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
  • the effects on an organization of the challenges facing Continual Service Improvement
  • the appropriate critical success factors for Continual Service Improvement
  • the potential impact if the risks associated with implementing CSI
  • the potential value to business, benefits and costs
Summary, Exam Preparation and Directed Studies
This module summarizes the material covered in the previous modules and prepares candidates for the examination through the review and practice of a mock examination. The Examination is comprised of eight (8) multiple choice, scenario-based, gradient scored questions. The standard duration of the exam is Maximum 90 minutes.


Additional Details
Pre-Requisites

Course candidates must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission. Additionally, to be eligible for the ITIL Intermediate: Continual Service Improvement Qualification, candidates shall fulfill the following requirements: At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Design publication in preparation for the examination

Certificates offered

Certification


Cancellation Policy
There is no consequence if you cancel/reschedule this registration with a minimum of 10 business days notice prior to the first day of this course. Full payment is required if you cancel/reschedule this registration within the non-cancellation period of 10 business days prior to the first day of the course. Substitutions are welcome.
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I was fortunate to have the undivided attention of the facilitator and was able to have all of my quuestions aswered.
Reviewed by 2012
Excellent instructor and it was a smaller group of students so the instructor really tailored it to the students attending the course.
Reviewed by 2012
We had an excellent instructor! She was very knowledgeable and would take the extra time to assist you if you needed extra instruction.
Reviewed by 2012
I enjoyed the Access 2010 course. the instructor was very knowledgeable and presented the topic well. The only negative aspect was that no written training materials were offered until the course was completed. Would have liked to be able to make notes as we went along for future reference.
Reviewed by 2012
My teacher was wonderful, and i have already singed up for more classes at this location.
Reviewed by 2012
The course was initially scheduled for 2 days but due to instructor availability it was shortened to one day. I am very computer literate, work full time in an office, and go to business school in the evenings and it was a little tough to learn everything in one day because there was no time for practice. Yes it was useful to find out what the program is capable of, but since it was shortened there was no time for individual practicing or trying things out on your own. Next time the class would be much better suited for the initial 2 day class.
Reviewed by 2012
All in all, this training was not that great. The first part moved very slowly, and then toward the end, the instructor plowed through to get finished. Possibly the most incredible part was that the course taught how to create forms, but not how to deploy or use them. The instructor said for that, participants would have to take the follow up course. What use is it to create forms if they can't be used? No handouts at all? Other courses I've taken provide full books with step by step coverage of everything done in the classroom. It's impossible to go back and review things.
Reviewed by 2012
My most significant feedback is that the course was advertised as Working with Data using SQL for the 'non-database administrator'. Of the 10 course modules, nearly half were presented by the instructor as tasks that would be completed by a database administrator. While it is helpful to have a general understanding of a database administrators interaction with SQL, far too much of the course content was aimed at the database administrator level. Otherwise, use of technology for remote teaching and the instructor himself were both excellent.
Reviewed by 2012
Very helpful course. Excellent instructor.
Reviewed by 2012
I only rated the location bad because i don't like driving down town. Otherwise it was a good course.
Reviewed by 2012
The course was great.
Reviewed by 2012
Excellent Instructor ,Excellent location,
Reviewed by 2012
excellent trainer really knows her stuff
Reviewed by 2012
The instructor was excellent and very knowledgeable! I found the course information extremely useful for the business world and I am looking forward to putting together presentations that impress!The facilities and snacks and drinks provided were great too!
Reviewed by 2012
The one and only issue I had was with parking, unexpectedly having to pay and not having enough cash for this as well as there not being very much parking. It made me late for the class, even though I actually arrived there early!
Reviewed by 2012
Esther (the instructor) was awesome. Her charisma and upbeat attitude really added to my experience and made it a pleasurable course to take.
Reviewed by 2012
This level of Excel should not be considered as advanced level. It is rather biginner level. I was expecting to learn more. 95% of the content I already knew.
Reviewed by 2012
A good seminar but quite a lot of info to take in during a one-day course for someone who hasn't done Word before. A bit overwhelming! Perhaps a two-day course would work better so could have time to actually practice what we're being taught. A little hard to see the projector from the back. Otherwise, very useful.
Reviewed by 2011
I signed up at one facility in Ottawa and it got switched to a different training facility location in Hull, Quebec. There were several emails confirming the course, however, I just happen to notice one email stating the new location. LastMinuteTraining was good to try to look into for me. In the end, the training provider provided me with taxi chits and it all worked out. I was not aware that the training provider had 2 locations and would switch the location at the last minute. I was upset because I do not know the bus system in Hull, Quebec.
Reviewed by 2011
Html lvl 1 and this course should be merged course can be extended to 2 days of instruction and include more in depth material. Do not recomend taking html lvl one.
Reviewed by 2011
I enjoyed the course thoroughly and learned as much as I could in a 3 hour class, however, I think I would have preferred a longer class as we were a bit rushed going through the material.
Reviewed by 2011
The course was 3 hours long becasue there was only the 2 of us in the office completing this course. 3 hours is very short to learn Outlook. More time is required.
Reviewed by 2011
Handouts were in pdf however, the screens were not big enough to open two files (handout and Project file) together and we had to toggle a lot. It was very annoying. Either give paper handouts or much bigger screens or two screens per student.
Reviewed by 2011
All good. Enjoyed it very much.
Reviewed by 2011
I didn't fill out your form because I filled one out at the end of the course.
Reviewed by 2011
MY BIGGEST BEEF IS THAT THE BOOK WAS VERSION 2010 AND THE SOFTWARE WAS 2007, WE MISSED A LOT OF WHAT 2010 COULD DO BECAUSE OF OLD SOFTWARE INSTALLED ON THE SERVER, THE INSTRUCTOR HAD SOME PROBLEMS NAVIGATING THROUGH THIS.
Reviewed by 2011
no, everything is ok
Reviewed by 2011
This two-day training was jam-packed with information, with a good balance between demonstrations and exercises to verify that the students understood the subject matter. I do not believe that the instructor could have used the time more efficiently then he did.
Reviewed by 2011
Project 2010 was a brand new course, as such there were a few things that the instructor could not find (in the new "ribbon" layout). He did spend extra time during his breaks to find what he couldn't before, then showed them to the class once we all returned. Overall, this was a very useful and enjoyable training course.
Reviewed by 2011
I took a course that was remote and I don't think that I would take a remote course again. The instructor didn't really make himself available for questions. Even when their was questions he would take them offline if they took more then 5 minutes to answer. Never brought the results back to the group. Never went over the labs just lectured in between. Didn't bother to learn anyone's name. I think the experience would be better if each user in the class had a headset and could speak to the instructor instead of it being a conference call.
Reviewed by 2011
CTC Train Canada was professional and helpful in ensuring I got the most out of my training course. Overall I am most happy with them.
Reviewed by 2011
The course was held via remote. The course it self was alright, all content was directly from the book. The teacher was in another time zone and he wanted to start the course before my location even opened. I told him that, he did it anyways. So I was out of sync the whole time. On the last day lunch was at 10 am! The instructor said he would watch screens to see when we got stuck. Not once did that happen. He couldnt even troubleshoot the labs. He only really talked to the student in the room, pretty much said nothing to rest of us. He even took personal calls!
Reviewed by 2011
Ran on schedule, with knowledgeabe instructor. Small class allowed for specific questions that are relevant to my work. Thank you
Reviewed by 2011
No, everything was perfect, Thank you I learned alot.
Reviewed by 2011
Alot of material to cover in the course. I would recommend that this be a 2-day course. Re. course content - should contain more examples to work on. Before moving to another section in the course the Instructor should summarize what was covered (i.e. go through the steps required to complete each task). Task and steps should be given on a handout for future reference.
Reviewed by 2011
No everything and everyone was excellent
Reviewed by 2011
Did not find it helpful that no course material was handed out. What was learned on that day was easily forgotten without the ability to make notes to refer to.
Reviewed by 2011
It is great to have access to the online training manuals, but it would be nice to have some handouts for reference. Not everyone has time to do the online training or to consult the manuals. The training location is very convenient to the highway. Lyse Brooks is an amazing instructor. She is extremely knowledgeable and patient. She spent time with each participant helping each person with their individual needs. She gave us a hands-on exercise that allowed us time to practice and learn. The instructor at the Intermediate Word course (same training facility) did not provide the same high level of training.
Reviewed by 2011
The instructor was very nice, personable and had a great sense of humour which made for a productive and pleasant day of learning.
Reviewed by 2011
The course is good for a basic overview of many advanced Excel features. The instructor and facilities were good. However, some of the items listed on the syllabus (new features in Excel 2010) were NOT covered and it wasn't due to a lack of time. I came to find out that the instructor had not planned to cover them at all. This was very disappointing, especially since we took very look breaks (easily almost 2 hours of combined break time in a class that went from 9-4) so there was ample time to cover the topics.
Reviewed by 2011
No, everything was excellent. I am even taking the next level course next week.
Reviewed by 2011
It was unfortunate that the local instructor was not available and I had to call in remotely to a class in Toronto. I did have the instructor screen available and I liked that. The first part of the course was helpful as the instructor moved through the functionality of MS Project and we could follow along on our own screen. I learned a lot about functionality with this instructor led demonstration, and the ability to follow along on my computer was great! I did find that after the first demonstration, a lot of time was spent working independantly, with the instructor available for questions. I thought there should have been more instructor led demonstration, perhaps one on our own, followed by another instructor led example. I didn't like spending well over 50% of the course time practicing on my own. If this is how all classes are run, I would not take another one, nor recommend this class.
Reviewed by 2011
Good Environment and course format.
Reviewed by 2011
With CTC can't go wrong. Although I've appreciated that this course took one day only. I really think that this course could be hosted for (1) day only. Two days is too long.
Reviewed by 2011
I think the course is excellent. Some of the thing I learn I am implementing in our warehouse as we speak. Our instructor was very knowlegeable, caring, a good listener, she was magnificent.
Reviewed by 2011
I believe the seminar was just a little long - could have been done in 1.5 days. Otherwise - Excellent!
Reviewed by 2011
course was cancelled due to a "family emergency" I was notified upon arriving at the facility - flew from Windsor to Toronto. Totally unprofessional!!
Reviewed by 2011
An excellent course with an excellent teacher. For me personally this course gives me some more options, and guidence into the job and its responsibilites. We here are constantly trying to improve on accuracy, of the inventory on a day to day basis.
Reviewed by 2011
instructor lack knowledge on the subject matter.
Reviewed by 2011

This course currently does not have any dates scheduled. Please call 1-877-313-8881 to enquire about future dates.

 

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