ITIL® Intermediate Lifecycle - Continual Service Improvement (CSI)

The Continual Service Improvement (CSI) 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 Certificate in IT Service Management.

The course covers the management-level concepts   and   core   information   about   the supporting activities within continual service improvement (CSI) (measure, report & improve) and other quality management concepts.

The Continual Service Improvement (CSI) 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 Certificate in IT Service Management.

The course covers the management-level concepts   and   core   information   about   the supporting activities within continual service improvement (CSI) (measure, report & improve) and other quality management concepts.

The course covers:

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

ITIL Intermediate Training

ITIL Intermediate Training

The target audience includes, but are not limited to:

  • Business Managers and Executives 
  • Business consultants
  • Business process owners
  • Program and project managers
  • IT executives and managers IT consultants IT assessors, auditors and risk managers.

This course presents a complete overview of CSI including all its related activities to continually align and realign IT services to changing business needs by identifying and implementing improvements to IT services that support business processes. This qualification reviews improvement activities as they support the lifecycle approach through service strategy, service design, service transition and service operation.

Day 1

  • Introduction to CSI and CSI Principles
  • The CSI process

Day 2

  • CSI Methods and techniques

Day 3

  • Organising and Implementing for CSI
  • Technology considerations, challenges, CSFs and risks
  • Revision and sample exam

The formal course is based on a set of lectures supported by slides, student handbooks, exercises and sample examination questions. This course consists of two student manuals that expand on the topics covered in the lectures. Students should use this material to prepare for the exam.

To be eligible for the examination leading to the ITIL CSI, the candidate must fulfil the following requirements:

  • Have undertaken at least 24 contact hours approved training.
  • Hold the ITIL Foundation Certificate in IT Service Management.
  • Have at least 2 years' professional experience working in IT service management.
  • Completed a minimum 12 hours of personal study by reviewing the course material provided.
  • It is recommended that candidates have experience of working in the service management capacity within a service provider environment, with responsibility for at least one of ITIL processes.
  • A maximum of 16 participants will be allowed to attend a classroom course.

The courses do not by default include the exam, the exam can be booked with the course or separately at a later stage.

The exam consists of 8 multiple-choice, scenario-based, gradient scored questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.

Duration: Maximum 90 minutes for candidates in their home language (if available - 120 minutes if the paper is in your second language. The use of a dictionary will be allowed).