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ITIL® Interm. - Continual Service Improvement

Difficulty level: Duration in days: Delivery options:


Classroom based

  • Description
    The ITIL® Intermediate Certificate in Continual Service Improvement (CSI) forms part of the Lifecycle series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL® Service Management Expert qualification. It will give candidates a deep level of understanding of CSI processes and roles.

    This course is intended to enable delegates with a Foundation-level knowledge of IT Service Management to apply good practice in processes pertaining to the CSI lifecycle phase. The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, delegates will be able to sit the ITIL® Intermediate examination in Continual Service Improvement worth 3 credits.

  • This course will enable participants to:
    • Understand the importance of Service Management as a Practice
    • Understand CSI Principles and Processes
    • Carry out common CSI activities
    • Organise CSI effectively
    • Recognise CSI functions and technology-related activities
    • Understand how to implement CSI
    • Understand and analyse challenges, Critical Success Factors and risks related to CSI
  • This course is aimed at individuals who have attained the V3 ITIL® Foundation certificate in Service Management and who wish to advance to higher level ITIL® certifications. It will give delegates a detailed understanding of the ITIL® CSI phase of the ITIL® core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation.

    Individuals who may find this course of interest include IT professionals working within or about to enter a CSI environment and requiring a detailed understanding of the processes, functions and activities involved, as well as those who are seeking the ITIL® Expert qualification in IT Service Management.
  • There is a pre-requisite for taking certification exam to attend accredited training and to have ITIL® Foundation certificate. However you can attend on course only without taking exam nevertheless.
    • 8 complex multiple-choice questions (multi-part, scenario-based, gradient-scoring),
    • closed book,
    • 90 minutes (30 minutes additionaly for all non-native english speaking delegates),
    • 70% pass mark required.
  • Event Event Date Event End Date Location Individual Price Register
    ITIL® V4 Foundation on-line 24x7 24x7 Self paced on-line 550,00 EUR (Exam inclusive)

Course Contents

    • Purpose, Goals and Objectives
    • Scope and Approach of CSI
    • Interfaces with Other Lifecycle Phases
    • CSI and Business Value
    • Assessments
    • Benchmarking
    • Measuring and Reporting Frameworks
    • Balanced Scorecard
    • SWOT Analysis
    • Deming Cycle (PDCA)
    • CSI and Other Service Management Processes
    • 7-Step Improvement Process
    • Service Reporting
    • Service Measurement
    • ROI for CSI
    • CSI and Business Questions
    • CSI and Service Level Management
    • Where to Start?
    • Governance
    • Organisational Change
    • Communications Strategy and Plan
    • Roles and Responsibilities
    • Organisational Context

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