ITIL^® Intermediate Qualification:
Continual Service Improvement

What is this course about?

In this course, you learn how to plan, manage and optimise 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, including IT managers, team leaders and operational staff, project managers, IT consultants and key business users.

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
• Organising 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.

To determine how many credits you currently hold within the ITIL scheme, you can refer to the Official ITIL Credit Profiler online tool. This tool can help you assess and decide on the best route for certification, while providing you the freedom to choose a selection of modules based on your own educational and certification requirements. It is available at http://www.itil-officialsite.com/qualifications/creditprofiler.aspx.

What is the ITIL refresh?

The five core publications of ITIL have been updated to reflect the evolution of best practices. The refresh is known as ITIL 2011 and is an update, not a new version. The changes are largely to improve clarity, consistency, correctness and completeness. Specifically, the five core publications were updated to do the following:

• Resolve any errors or inconsistencies in the text and diagrams, both in content and presentation,
• Address suggestions for change within the training community to make ITIL easier to teach, and
• Improve the publications by addressing issues raised in the change control log.

In addition, the ITIL Service Strategy publication was reviewed to ensure that the concepts are explained in the clearest, most concise and accessible way possible.

While the basic principles and concepts of ITIL remain the same, the supporting processes and practices are evolving so they continue to be relevant and useful in today's IT service management environment. Because the basic principles of ITIL are intact, ITIL qualifications remain relevant for any prior and current released versions.

Has this course been updated to ITIL 2011?

Yes. This course has been updated to ITIL 2011. ITIL 2011 is an update, not a new version, and the changes were largely to improve clarity, consistency, correctness and completeness.

I currently hold an ITIL v3 qualification. Will it still be valid?

Yes. Candidates who hold existing ITIL certifications will not need to become recertified. There are no plans to introduce any bridging examinations for the update, as the core ITIL process areas and principles have not changed significantly. There is no need to retake a certification exam, and all qualifications will continue to be recognised across the industry.

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 organisation. 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 reorganised. 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.

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 organisation.

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 is spent on each topic?

What kinds of activities are in this course?

Practical assignments, practice exams and other activities offer you multiple opportunities to apply recently learned concepts.

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.

Is this course accredited?

Yes! APMG, the official ITIL accreditor, has accredited this course and the instructors who teach it as providing high-quality training in IT Service Management.

Is this course applicable to a Project Management Professional (PMP) certification?

Yes. Although this course is not designed as preparation for the exam, it is beneficial to anyone working toward PMI's PMP certification. For those who are currently certified, completion of this course counts as 19 professional development units (60 units must be completed every three years to maintain certification). For more details, please see the Learning Tree PMI Registered Education Provider Q&A.

If you are an experienced project manager intending to take the PMP exam, you should take Course 276, Preparing for the Project Management Professional (PMP)^® Exam. In this course you learn essential PMBOK^® Guide terminology, tools and techniques. You gain practical test-taking experience through PMI-style practice exams and create your own personal study plan for continued use after the course.

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

If you're interested in identifying a structured and logical method for building an effective organisation 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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