Trainer Chris Ward recently completed his “ITIL® Intermediate Lifecycle: CSI” course! The intermediate-level course focuses on the Continual Service Improvement stage of the ITIL® Lifecycle. During the comprehensive 49-video course, Chris covers topics such as common terminology, the CSI approach, the Seven-Step Improvement Process, ITSM governance, and much more. This training also prepares learners to take the Continual Service Improvement exam, considered to be one of the toughest ITIL® exams out there.
We asked Chris to share his thoughts on his new course and what you can expect from the training!
Q: Why should companies train their IT professionals in this technology? What value does it bring? In the world of Information Technology Service Management (ITSM), the ITIL® framework is known globally for providing a map/compass for organizations to successfully deliver IT services to their customers, both internal and external. With ITIL® – Continual Service Improvement, you get the foundation for increasing the efficiency, maximizing the effectiveness and optimizing the cost of those services. If you are an IT professional, this helps you understand a lot of the “why” we need to maintain continuous improvement of our services, processes, and skills.
Companies and individuals that practice CSI will gain advantages over those who do not practice CSI.
Q: From a student-perspective, what did you keep in mind when creating this course?
This is known as one of the more difficult Intermediate-level exams when it comes to ITIL®. My goal was to try to point learners in the right direction when it came to thinking like ITIL®. It’s like taking a pair of ITIL® glasses and viewing how to continually improve your services, help desk, etc.
Q: What’s one real-world application someone can expect to use, thanks to this course?
Ever wondered what tools to use to help you improve your services and processes? You’ll have a great understanding of what you can use in your organization after this course! Plus, I believe that many learners will have a lot of this information and experience already, and they will be nodding their head saying, “Yes… we do that” or “So, that’s why our senior management is so keen on doing this!”
Q: What was your favorite Nugget to create? CSI and Organizational Change. Successful ITSM means that you understand the way in which work is done, as well as putting in place a program (or programs) of change. When change is introduced, it can be disruptive to your team’s day-to-day operations. By understanding that, and explaining clearly to your team WHY you are doing things, it helps everyone involved. They need to know, “What’s in it for me?”
Q: What’s the ONE thing you hope learners take away from this training?
Change happens. I’m probably the worst when it comes to resisting change. I tend to like my comfort zone (I mean, who doesn’t like comfort?), however, for our organizations to grow we need to embrace change done intelligently, precisely, and consistently.