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ITIL® Service Lifecycle - Continual Service Improvement

Key points about this course


Duration: 3 Days*

Pre-requisites: - ITIL® Foundation

Pre-course Reading: 2-5 Hours

Exam: Included

Accredited: Yes

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  • Includes candidate pack containing all course material, exam, & certificate
  • ITIL® Service Lifecycle Continual Service Improvement is accredited by PeopleCert
  • We are one of the largest providers of ITIL® training courses globally

Available delivery methods for this course

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Course Information

ITIL® Service Lifecycle - Continual Service Improvement Overview

This 3 day ITIL® Continual Service Improvement (CSI) course provides a comprehensive overview of this area of the Service Lifecycle and prepares you to take the Continual Service Improvement exam, leading to the ITIL® CSI certification.

ITIL® Continual Service Improvement is one of the nine ITIL® Intermediate courses which can be mixed and matched to gain the credits needed to achieve the ITIL® Expert certification, and one of the five courses which make up the Service Lifecycle Stream. Continual Service Improvement concerns the principles and techniques used to improve services during the lifecycle.

This course opens with defining the purpose and scope of CSI, which is used to consistently augment IT services to better support business needs and strategic objectives. The course then breaks down the structure of CSI into its seven basic components based around the PDCA cycle, and delineates the inputs needed to perform each process effectively. Delegates attending the course will also gain an understanding of the methods through which CSI can be implemented, and when best to make use of tools such as gap analysis, benchmarking, and reporting during the CSI lifecycle. The course moves on to consider how to analyse a business' capacity for improvement as well as the roles needed to undertake CSI as effectively as possible. Finally, the course looks at the practicalities, challenges, and risks facing CSI, and explores how these might be overcome. Delegates attending this course can expect to leave with a full understanding of CSI as well as ideas about which forms of CSI and related processes might be most useful for their own organisational contexts.

By providing a comprehensive ITIL® framework of the improvement activities that should be carried out during the service lifecycle, Continual Service Improvement will be particularly beneficial to anybody involved in these activities. This Continual Service Improvement course counts for 3 credits towards an ITIL® Practitioner qualification.

 

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

ITIL® Service Lifecycle - Continual Service Improvement Outline

The course covers the following topics:

  • Introduction to CSI
  • CSI Model
  • Deming Cycle
  • 7 Step Improvement
  • Integration with the Lifecycle
  • Measuring and Reporting
  • Organising for CSI
  • CSI – Technology Considerations
  • Implementing CSI
  • Challenges, Critical Success Factors and Risks

*After completing 2 days of classroom training and successfully passing your Foundation Exam, the third day of this course is a flexible exam preparation day to complete at your convenience in order to prepare you to take and pass your exam online.

We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.

Benefits of online exams include:

  • Proven higher pass rates
  • Quicker Results
  • Save Travel Costs
  • Flexibility
  • Convenient
  • Take your exam at your home, office, or work when you are ready

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Who should attend?

The course will benefit anybody who will be involved in the improvement activities of the Service Lifecycle, including CIOs, CTOs, IT Managers, and IT Consultants and Architects.

Prerequisites

You must have completed ITIL® Foundation before attending this course.

ITIL® is a best practice framework for IT service management. It provides guidance to businesses and individuals on how to use IT to meet business needs and deliver value to its users. ITIL® is supported by a comprehensive certification scheme which spans knowledge from the principles to how the entire framework fits together.
Yes, this course is accredited by PeopleCert on behalf of AXELOS.
Yes, you must have completed ITIL® Foundation before taking this course.
The course fee includes 3 days of classroom tuition from an expert trainer as well as a comprehensive candidate pack featuring presentation slides, exercises, sample examinations and an ITIL® Continual Service Improvement Exam
Please arrive at 8:45am for 9am start. The course hours are 9am-5pm each day.
You can read more about ITIL® on our ITIL® topic page, which links to a number of pages which go into greater detail about ITIL®, its courses, and its methodology.

What's Included?

This ITIL® course includes the following:

  • ITIL® Continual Service Improvement Exam

  • The Knowledge Academy ITIL® Service Lifecycle - Continual Service Improvement Manual

  • Certificate

  • Experienced ITIL® Trainer

  • Refreshments

ITIL® Service Lifecycle - Continual Service Improvement Examination

The ITIL® Continual Service Improvement exam measures knowledge of the Continual Service Improvement stage of the lifecycle, including core concepts, activities and techniques. This exam is:

  • 8 multiple choice questions
  • 90 minutes
  • Pass mark: 70% or 28/40
  • Closed book​

*After completing 2 days of classroom training and successfully passing your Foundation Exam, the third day of this course is a flexible exam preparation day to complete at your convenience in order to prepare you to take and pass your exam online.

We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.

Benefits of online exams include:

  • Proven higher pass rates
  • Quicker Results
  • Save Travel Costs
  • Flexibility
  • Convenient
  • Take your exam at your home, office, or work when you are ready

Dates & Prices

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Key points about this course


Duration: 3 Days*

Pre-requisites: - ITIL® Foundation

Pre-course Reading: 2-5 Hours

Exam: Included

Accredited: Yes


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Trusted & Approved

Our ITIL® courses are accredited by PeopleCert on behalf of AXELOS.

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Various delivery methods

Flexible delivery methods are available depending on your learning style.

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Resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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"...the trainer for this course was excellent. I would definitely recommend (and already have) this course to others."

Diane Gray, Shell

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