ITIL® Intermediate Continual Service Improvement (CSI)


The ITIL Continual Service Improvement qualification is one of five ITIL Service Lifecycle Courses and will provide you with guidance that focusses on the design of IT services and covers the architectures, processes, policies and documentation that will enable you to design services that meet the needs of the organization. The main objective of the course is to gain an introductory overview of the Service management lifecycle, its key processes, roles etc. You also want to pass the exam! It is the aim of the course to satisfy both.

Price 700 USD
Access Period 180 days

Prerequisite list

  • There is no formal prerequisite for this certification.

Audience list

  • This course will be of benefit to any IT professional who needs to understand the concepts and activities of ITIL Continual Service Improvement at management level.
  • It is also suitable if you have completed the ITIL Foundation certificate, and you are wishing to advance to higher level ITIL certifications.

What is included

  • Accredited by PeopleCert (which is licensed by AXELOS as an Examination Institute for the ITIL® Service Design Certificate in IT Service Management.)
  • Credits awarded: 3
  • 29 hours of course material
  • Practice exams
  • Free exam voucher
  • Instant 6 months access

Certification Info

  • How To Earn?  • The student must pass the ITIL® Continual Service Improvement Certificate in IT Service Management exam. • The student can take the exam online (virtually) using a service provided by PeopleCert
  • How To Maintain?  N/A

Certification Exam Format

  • Closed book
  • Complex multiple choice
  • 90 minutes duration (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
  • Eight scenario-based questions
  • The pass mark is 70% (28 marks out of 40 correct)

Retake policy

  • N/A

Enrollment Policy

  • You should pay the online course fee then the online course access will be granted to you within 1 week after receiving payment.
  • Course fee payment is not refundable.

Frequently Asked Questions

Course Outline

Introduction to Continual Service Improvement
  • The purpose of continual service improvement
  • The objectives of continual service improvement
  • The Continual Service Improvement approach
  • The input required from the business for effective improvement
  • Continual service improvement’s value to the business
Continual Service Improvement Principles
  • Organizational change
  • CSI register
  • CSI and service frameworks
  • Deming cycle
  • Governance
  • How the success of CSI depends upon an understanding of change within an organization and clear and unambiguous accountability and ownership
  • It is important to understand how the CSI register supports the application of CSI, and makes use of knowledge management as part of an improvement initiative
  • How CSI drives the adoption of, and is influenced by service level management and how frameworks, models, standards and quality systems fully support the concepts embodied in CSI
  • How the Deming Cycle is critical to both the implementation and application of CSI
  • CSI 7 step process
  • IT Governance
  • Frameworks, models, standards and quality systems
Continual Service Improvement process
  • The purpose, objectives and scope of the process and its value to the business
  • The policies, principles and basic concepts which apply to it
  • Triggers, inputs, outputs and interfaces
  • CSFs and KPIs, challenges and risks
  • High level process activities, methods and techniques
Continual Service Improvement Methods and Techniques
  • How to perform and interpret assessments and gap analysis
  • How to perform and interpret benchmarking
  • How to perform and interpret balanced scorecards, SWOT analysis, and service reports
  • How to perform and interpret return on investment
  • How to perform and interpret service measurement and metrics
Organizing for Continual Service Improvement
  • Roles relevant to CSI and their responsibilities, skills and competencies, including: service owner, process owner, process manager, process practitioner and CSI manager (CSI 6.3)
  • Roles relevant to CSI and their responsibilities, skills and competencies
  • Nature of the activities and the skills required for the seven-step improvement process
Technology Considerations for Continual Service Improvement
  • The technology and tools used to support CSI, in particular, holistic IT service management tools as well as tools for system and network, event, performance, project and portfolio and financial management.
Implementing Continual Service Improvement
  • Factors to be considered when implementing Continual Service Improvement
  • When and where to start, the role of governance
  • The effect of organizational change and communication strategies and planning
Challenges, Critical Success Factors and Risks
  • The learning objective for this module is to understand the challenges, risks and critical success factors relating to CSI.
Exam Preparation
  • This unit summarizes the material covered in the previous units and prepares candidates for the examination.