ITIL Continual Service Improvement
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ITIL Continual Service Improvement


The ITIL Continual Service Improvement Intermediate Certificate 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.
Compulsory Topics
  • Introduction to CSI
  • CSI Principles
  • CSI Processes
  • CSI Methods and Techniques
  • Organizing CSI
  • Tools and Technology for CSI
  • Implementing CSI
  • Challenges, CSFs and Risks
Intended For

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.


ITIL v3 Foundation


3 Days – Full Time



Learning Outcome
This course will enable participants to:
  • Understand the importance of CSI in the overall context of Service Management;
  • Understand CSI Principles and Processes;
  • Carry out common CSI activities;
  • Organise CSI effectively;
  • Recognise CSI technology-related activities;
  • Understand how to implement CSI; and
  • Understand and analyse challenges, Critical Success Factors and risks related to CSI.
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