ITIL^® Intermediate Qualification:
Continual Service Improvement

What is this course about?

In this course, you learn how to plan, manage and optimize the continual service improvement processes. Through lectures, assignments, practice exams and review sessions, you gain the knowledge to take the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam.

Who will benefit from this course?

This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Continual Service Improvement Certificate. This course is also valuable for those who need a detailed understanding of the ITIL continual service improvement phase of the ITIL core lifecycle.

Which ITIL processes are covered in this course?

The ITIL Continual Service Improvement Certification syllabus covers the following ITIL topics:

• Introduction to continual service improvement
• Continual service improvement principles
• Continual service improvement process
• Continual service improvement methods and techniques
• Organizing for continual service improvement
• Technology considerations
• Implementing continual service improvement
• Challenges, critical success factors and risks

What background do I need?

You must hold the ITIL v3 Foundation Certificate, the v3 Foundation Bridge Certificate or the ITIL Expert certificate achieved via a bridging route to attend the course and take the ITIL Certification Exam on the final day of class.

It is also recommended that you complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Continual Service Improvement publication in preparation for the examination, specifically Chapter 2: Service management as a practice. A basic IT literacy and around two years of IT experience are highly desirable.

Does this course count toward the ITIL Expert certification?

Yes. Once you achieve the ITIL Intermediate Qualification: Continual Service Improvement, you earn three credits toward the ITIL Expert certification. To achieve the ITIL Expert certification, you need to earn a minimum of 22 credits. See:http://www.itil-officialsite.com/qualifications/creditprofiler.aspx

Has this course been updated to ITIL 2011?

Yes. This course has been updated to ITIL 2011.

What changes were made to the ITIL Continual Service Improvement book for ITIL 2011?

The seven-step improvement process and its relationship with the Deming Cycle and knowledge management has been clarified. The CSI model has been renamed the CSI approach, and the concept of a CSI register has been introduced as a place to record details of all improvement initiatives within an organization. Minor changes have been made throughout the book to clarify the meaning and to improve readability. Particular emphasis has been made on documenting the interfaces from CSI to other lifecycle stages.

How did the syllabus for this certification change for ITIL 2011?

The continual service improvement syllabus retains the same structure as before, but the content within some of the sections has changed or been reorganized. The introduction section has been restructured around the purpose and objectives of continual service improvement. The continual service improvement process section now focuses more closely on the seven-step improvement process, and some of the activities previously in the process sections have been moved into the section covering continual service improvement methods and techniques. There are also changes to the recommended contact hours across the sections.

How much time is spent on each topic?

What's the difference between the Lifecycle and Capability certificates?

The Lifecycle and Capability certificates comprise the two streams, or branches, of the ITIL intermediate-level qualification scheme.

The Lifecycle stream-which includes the service strategy qualification-consists of five modules or certifications. These certifications focus on the service lifecycle, the use of process and practice within the lifecycle and developing the skills needed to deliver quality service management practices in an organization.

The Capability certificates, which are made up of four modules, are geared toward those who want a thorough understanding of ITIL processes and roles. The primary focus is on activities, execution and use of the processes throughout the entire service lifecycle.

How much time do I have to take the exam and what's the pass score?

You have 90 minutes to complete the multiple-choice, scenario-based exam. You must correctly answer 70% of the answers to pass.

What is the relationship between Learning Tree, the APM Group (APMG) and the Cabinet Office?

Both Learning Tree and this course have been accredited by the APM Group. As an accredited training organization (ATO), Learning Tree and its trainers have been approved to deliver this course and invigilate ITIL exams. APM Group is responsible for providing the examination papers, and marking and notifying Learning Tree of the results. The five ITIL core manuals are part of a suite of guidance developed and owned by the Cabinet Office aimed at helping organizations and individuals manage their projects, programs and services.

How does this course relate to other Learning Tree courses?

The following Learning Tree courses are part of the ITIL Lifecycle stream:

• 982: ITIL® Intermediate Qualification: Service Strategy 
• 993: ITIL® Intermediate Qualification: Service Design 
• 992: ITIL® Intermediate Qualification: Service Transition 
• 991: ITIL® Intermediate Qualification: Service Operation 

The following courses are part of the ITIL Capability stream:

• 995: ITIL® Intermediate Qualification: Operational Support and Analysis 
• 997: ITIL® Intermediate Qualification: Planning, Protection and Optimization 
• 996: ITIL® Intermediate Qualification: Release, Control and Validation 
• 998: ITIL® Intermediate Qualification: Service Offerings and Agreements 

These certification courses may also be of interest:

• 983: ITIL® Managing Across the Lifecycle Qualification 
• 3801: Achieving Change Analyst Certification within ITIL® Service Management 

If you're interested in identifying a structured and logical method for building an effective organization that supports and complements ITIL best practices, you may be interested in the following non-certification course:

• 3811: Putting ITIL® into Practice: A Roadmap for Transformation 

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