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About Course Information
ITIL® Continual Service Improvement is one of five courses making up the ITIL Intermediate Service Lifecycle stream. ITIL® Continual Service Improvement focuses on the principles and techniques used in the service improvement stage of the lifecycle.
The Learning Curve
ITIL® Continual Service Improvement is one of five courses making up the ITIL Intermediate Service Lifecycle stream. ITIL® Continual Service Improvement focuses on the principles and techniques used in the service improvement stage of the lifecycle.
Our Continual Service Improvement course lasts 3 days. Through expert tuition, individual exercises, group discussions and mock exams, you will gain an understanding of the core concepts, activities and techniques within Continual Service Improvement and prepare to pass the Continual Service Improvement exam.
*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 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.
You must complete ITIL Foundation before attending this course. The course is intended for anybody who has completed the ITIL® Foundation. It will be particularly useful to those requiring a management-level understanding of the main activities and techniques within ITIL® Continual Service Improvement, including CIOs, CTOs, IT managers, IT architects and IT consultants.
ITIL® 4 Continual Service Improvement Course Outline
- 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
To continuously improve the quality of services within the organisation
To review, analyse, and make recommendations on enhancement opportunities in each phase of the Service Lifecycle
To identify and implement activities needed to enhance the effectiveness of the IT service management processes
Make sure that appropriate quality management methods are used for supporting Continual Service Improvement activities
Course Highlights
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Duration: 3 Days
Corporate Training
Empower your teams with ITIL® 4 Training aligned to your business goals. Enhance performance, drive efficiency, and scale IT capabilities across your organisation.
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What’s Included
Learn the basics of ITIL® and how to apply and adapt it to your business Learn the basics of ITIL® and how to apply and adapt it to your businessLearn the basics of ITIL® and how t
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Frequently Asked Questions?
The ITIL® Continual Service Improvement (CSI) Course is an Intermediate-level qualification within the ITIL® framework. It focuses on methods and techniques used to evaluate and improve the quality and performance of IT services over time. The course provides a structured approach to measuring service effectiveness and identifying opportunities for ongoing improvement aligned with business goals.
This course is ideal for IT professionals responsible for improving service quality and performance. It is particularly relevant for service managers, quality assurance professionals, process owners, IT consultants, and anyone involved in monitoring, analysing, or enhancing IT services.
To attend this course, you must hold the ITIL® Foundation
Certificate in IT Service Management. It is also recommended that you have at
least two years of experience working in IT service management, especially in
areas focused on performance measurement, analysis, or service improvement.
The course covers the principles and processes of continual service
improvement, including the seven-step improvement process, service measurement,
metrics and KPIs, reporting, and aligning improvements with business
strategies. It also includes the use of tools, techniques, and quality
management methods in support of CSI activities.
Yes. The course includes the official ITIL® Continual Service
Improvement certification exam. The exam is typically taken online after
training, based on the delegate’s availability and readiness.
Yes. Accredited by PeopleCert, the ITIL® CSI certification is
recognised worldwide and valued by organisations seeking professionals who can
lead continuous improvement initiatives in IT service management.
You will gain the skills to assess IT service performance, identify
improvement opportunities, and implement measurable changes. You’ll also learn
how to use metrics, analysis, and reporting tools to drive long-term service
enhancements and customer satisfaction.
CSI is part of the ITIL® Intermediate Lifecycle stream. Completing
this course earns credits toward the ITIL® Expert certification and supports
your progression within the broader ITIL® qualification framework.
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