ITIL® Continual Service Improvement

A 4-day public or private CLASSTRAINER course, self-paced CLOUDTRAINER DIY


The ITIL® CSI course builds on the general principles covered as part of the ITIL® Foundation course.

It covers the lifecycle aspects of Continual Service Improvement ( ITIL® CSI) and covers the management and control of the activities and techniques within the CSI lifecycle stage.

Additionally the ITIL® CSI course looks at the concept of CSI as a practice and at the interfaces between CSI and the other stages of the ITIL Service Lifecycle.


The purpose of the ITIL® CSI course is to obtain knowledge on ITIL® concepts and terminology.

The course looks at activities that may be implemented to enhance the quality of IT services and service management within an organisation and enables students to understand the concepts, processes, functions and activities involved in CSI.

It also aims to give a detailed management/business level understanding of the ITIL CSI phase lifecycle as documented in the ITIL CSI Publication, and how it may be implemented to enhance the quality of IT service provision within an organisation.

The course aims to explain the roles and justify the need of CSI in the Service Lifecycle and prepares delegates for the ITIL® Lifecycle examination in Continual Service Improvement.

Who should attend?

The course is suitable for individuals who require a deeper understanding of the CSI stage of the Service Lifecycle, and offers a natural career development path for practitioner staff who already hold the ITIL® Foundation Certificate.
Before taking the course it is recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years.


Students wishing to attend this course and take the examination must fulfill the following requirements:

  • Hold the ITIL® Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission
  • Attend an accredited training course


The course is delivered in accordance with an accredited course syllabus and certification process. It combines tutorials, practical exercises and examination practice, reinforced through the trainers proven implementation track record.

The course will cover:

  • The main principles and objectives of CSI
  • Challenges, Critical Success Factors and Risks
  • The overall process of CSI itself
  • The methods and Techniques of CSI such as Benchmarking, Assessment, the Balanced Scorecard and the Deming cycle
  • Organizational issues concerned with CSI
  • Technology considerations related to CSI
  • The activities commonly performed in the CSI arena
  • Assessing Critical Success Factors and Managing Risk in CSI


Delegates will be issued with a course workbook, in-course hand-outs and other relevant material.


The qualification is based on a 90 minute closed-book examination of 8 complex, scenario based multiple choice questions. Successful delegates will be awarded the ITIL® Intermediate Qualification: Continual Service Improvement Certificate.
The qualification is free standing, but also counts as 3 credits towards the ITIL Expert Certification.

Delivery Options

CLASSROOM-TRAINER (Public) – A public schedule of classroom based training events
CLASSROOM-TRAINER(Private) – Onsite, private training courses for individual organizations and their staff (contact us for a quote)
E-learning solution (CLOUD-TRAINER(DIY)) – Online Self Study courses with mentoring support