ITIL Continual Service Improvement Course

The Lifecycle stream is targeted at delegates who will manage and implement ITIL processes.
The CSI course covers principles and processes that allow service providers to identify, prioritise and implement improvements to their services.

Course Contents

This Intermediate level certification will offer you an introduction to Continual Service Improvement, Continual Service Improvement principles and Continual Service Improvement processes:

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19 Lessons

easy to absorb lessons covering ITIL terminology, structure, concepts and processes

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video tutorials, study guides and quizzes

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Study duration:

21 hours self-study with the CSI core volume is recommended

Lessons in this training
  • CSI Course Introduction

  • Lesson 1 – Foundation Review Lesson

  • Lesson 2 – Service Management as a Practice

  • Lesson 3 – Introduction to CSI

  • Lesson 4 – CSI Principles Part 1

  • Lesson 5 – CSI Principles Part 2

  • Lesson 6 – The 7 Step Improvement Process

  • Lesson 7 – CSI Through the Lifecycle

  • Lesson 8 – Service Measurement

  • Lesson 9 – Metrics and Measurement

  • Lesson 10 – Return on Investment and the Business Case

  • Lesson 11 – Reporting, Service Level Management and the Business

  • Lesson 12 – Assessments and Benchmarking

  • Lesson 13 – Measurement and Reporting Frameworks and the Deming Cycle

  • Lesson 14 – Supporting Methods and Techniques

  • Lesson 15 – Organising for CSI

  • Lesson 16 – Critical Success Factors, Challenges and Risks

  • Lesson 17 – Implementing CSI

  • Lesson 18 – Technology Considerations

  • Lesson 19 – the Sample Exam

Course Pre-requisites
  • Delegates must hold the ITIL Foundation Certificate in IT Service Management (ITIL V3 or later, or ITIL V2 + the V2-V3 Foundation Bridge)

  • 21 hours of study via an accredited training solution – confirmed by your course completion certificate

  • 2 years IT experience is desirable

  • 21 hours of self-study using the Service Transition core volume is recommended

Exam Details
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Exam duration:

90 minutes

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Exam format:

closed book, multiple choice

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Exam delivery:

online, webcam proctored. Read more here

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Exam pass mark:

70% (28/40 marks across 8 questions)

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Exam language:

extra time is available for non-native English speakers.

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Exam value:

3 ITIL credits

  • ​90 days access + Exam + eBook

  • 90 Days Online Access

  • Online Exam

  • SD - Core volume online access

Save £79



ITIL Foundation for teams
Book group training and receive:

  • Multi-user discounts

  • Dedicated account manager

  • ​Extended study periods available

Who's it for
Recommended for Project Managers, Data Center Management, Data and Networks Managers, Operations Managers and anyone working in Development, Testing, QA, Change and Configuration or Asset Management
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