ITIL Service Lifecycle Continual Service Improvement

3 days


This intermediate course enables you to gain a deep understanding of the ITIL Continual Service Improvement phase to enhance the quality of IT service provision. It covers the management and control of the activities and techniques within the Continual Service Improvement stage. A copy of the official ITIL Continual Service Improvement 2011 Lifecycle Publication is also included as part of the training package.


The CSI exam is challenging and consists of a complex multiple-choice, closed book paper of 8 questions, to be answered within 90 minutes. The pass mark is 70% or more. Two practice exam papers will be provided to assist with preparation. Successful candidates will be awarded 3 credits towards the ITIL Expert certification.

It is highly recommended that you spend time before this course begins and each evening of this course reviewing and consolidating what you've learned, to be well prepared for the exam.


This course is aimed at CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and service test managers.

Skills Gained

On completion of the course candidates can expect to gain competencies in the following:

  • Introduction to Continual Service Improvement
  • Continual Service Improvement principles
  • Continual Service Improvement process
  • Continual Service Improvement methods and techniques
  • Organisation for Continual Service Improvement
  • Technology for Continual Service Improvement
  • Implementation considerations
  • Critical success factors and risks


A pass in the ITIL 4 or ITIL V3 or ITIL 2011 Foundation exam or the ITIL V2-V3 Bridging exam from either EXIN, ISEB/BCS or APMG. Proof will need to be provided before attending the course.

Candidates should have exposure to basic concepts in IT and related work experience of at least two years.

This course is based on material published in the ITIL v3 publications. Though ITIL 4 Foundation Certificate is an acceptable pre-requisite, we strongly recommend that any candidate whose exposure to IT Service Management is purely from ITIL 4 Foundation familiarise themselves with the differences between ITIL v3 and ITIL 4.

Course Outline

  • Introduction to CSI
  • CSI principles, purpose and objectives
  • Continual Service Improvement process
  • 7-step improvement process
  • Service Reporting
  • Service Measurement
  • CSI integration with other stages in the Service Lifecycle
  • Return on Investment for CSI
  • Methods and techniques
  • Assessments and gap analysis
  • Benchmarking, Measuring and Reporting
  • Deming Cycle and service improvement
  • Availability and capacity management techniques
  • Risk management to identify improvement
  • Problem management and CSI
  • Organising for CSI
  • Technology considerations surrounding CSI
  • Implementation of CSI
  • CSI integration with the other stages in the Service Lifecycle
  • Exercises and discussions to consolidate the learning experience and understand how to implement the practice
  • Exam preparation, revision and mock examination

Related Courses


Thinking about Onsite?

If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.

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ITILv3, RESILIA, PRINCE2, PRINCE2 Agile, AgileSHIFT, MSP, M_o_R, P3M3, P3O, MoP, MoV courses on this page are offered by QA Affiliate of AXELOS Limited. ITIL, RESILIA, PRINCE2, PRINCE2 Agile, AgileSHIFT, MSP, M_o_R, P3M3, P3O,MoP, MoV are registered trademarks of AXELOS Limited. All rights reserved.

Upcoming Dates

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Course Location Days Cost Date
Berkshire Wokingham3 4398 £4398 2019-12-09
London London3 4398 £4398 2019-12-09
London London3 4398 £4398 2019-12-09
Yorkshire Leeds3 4398 £4398 2019-12-09
London London3 4398 £4398 2019-12-12
London London3 4398 £4398 2019-12-12
Yorkshire Sheffield3 4398 £4398 2019-12-16
Yorkshire Sheffield3 4398 £4398 2019-12-16
Midlands Birmingham3 4398 £4398 2019-12-17
Midlands Birmingham3 4398 £4398 2019-12-17
Yorkshire Leeds3 4398 £4398 2019-12-18
Suffolk Ipswich3 4398 £4398 2020-01-02
Essex Chelmsford3 4398 £4398 2020-01-02
Hampshire Eastleigh3 4398 £4398 2020-01-02
Kent Canterbury3 4398 £4398 2020-01-02
Surrey Guildford3 4398 £4398 2020-01-02
Lancashire Chorley3 4398 £4398 2020-01-02
Glasgow Glasgow3 4398 £4398 2020-01-08
Manchester Manchester3 4398 £4398 2020-01-10
London London3 4398 £4398 2020-01-13
Midlands Birmingham3 4398 £4398 2020-01-13
London London3 4398 £4398 2020-01-15
Nottinghamshire Nottingham3 4398 £4398 2020-01-20
Worcestershire Worcester4 4398 £4398 2020-02-10
Yorkshire Leeds3 4398 £4398 2020-02-13
London London3 4398 £4398 2020-02-14
London London3 4398 £4398 2020-02-14
Berkshire Wokingham3 4398 £4398 2020-02-17
Midlands Birmingham3 4398 £4398 2020-02-20
Bristol Bristol3 4398 £4398 2020-03-02
London London3 4398 £4398 2020-03-12
London London3 4398 £4398 2020-03-12
Manchester Manchester3 4398 £4398 2020-03-25
London London3 4398 £4398 2020-04-06
Manchester Manchester3 4398 £4398 2020-04-06
Edinburgh Edinburgh3 4398 £4398 2020-04-15
London London3 4398 £4398 2020-05-11
London London3 4398 £4398 2020-05-11