ITIL Continual Service Improvement (CSI)
ITIL® Intermediate Service Lifecycle qualification - Continual Service Improvement Certificate

atoitil-pplThe ITIL Intermediate Qualification: Continual Service Improvement Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.

  • Overview
  • Objectives
  • Target Group
  • Prerequisites
  • Deliverables
  • Certification Exam
The ITIL Certificate in Continual Service Improvement covers the management-level concepts and core information of the supporting activities within service operation and covers purpose, objectives, scope, business value,policies, principles and basic concepts of the following processes:
  • seven-step improvement process
This course also covers key areas such as triggers, inputs, outputs, interfaces, CSFs KPIs, challenges and risks as well as technology considerations.
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
  • Introduction to continual service improvement
  • continual service improvement operation principles
  • continual service improvement processes
  • CSI methods and techniques
  • Organizing for continual service improvement
  • Technology considerations
  • Implementing continual service improvement
  • Challenges, CSFs and risks
In addition, the training for this certification includes examination preparation, including a mock examination.
The target group of the ITIL Intermediate Qualification: Continual Service Improvement includes, but is not restricted to:
  • CIOs, CTOs, Managers, Supervisory staff, Team leaders,
  • Service designers, IT architects, planners, consultants
  • IT audit managers, IT security managers
  • Trainers involved in the on-going management, co-ordination and integration within the service lifecycle
  • Individuals who require a deeper understanding of the ITIL service lifecycle
  • Individuals who wish to advance to higher level ITIL certifications
  • Individuals seeking the ITIL Expert Certificate in IT Service Management
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate which must be presented as documentary evidence to gain admission. It is recommended that candidates:
  • Can demonstrate familiarity with IT terminology
  • Have experience of working at-least 2 years in a service management capacity within a service provider environment
Before attending training for the certification it is also strongly recommended that candidates read the ITIL Continual Service Improvement publication, specifically Chapter 2: Service management as a practice.
The classroom training is delivered in varying formats and training includes lecture and interactive sessions where the instructor covers each knowledge area and follows it up through a discussion session and hands-on exercises to reinforce the knowledge imparted. Accredited courseware will be provided as classroom handouts (hard copy) which inculde:
  • Presentation material
  • Homework and assignments
  • Summary course notes
  • Sample practice tests
  • Assessment  exams
The course is assignment based, with practical coursework and is based upon the five ITIL Books and prepares delegates for the ITIL Continual Service Improvement certificate examination.
To be eligible for the examination leading to the ITIL Intermediate Certificate, the candidate must complete atleast 21 contact hours as part of a formal, approved training course/scheme

Exam : Closed book, supervised ; online / paper
Questions : 8
Time : 90 minutes
Type : Multiple choice, scenario-based, gradient-scored
Pass Score : 28/40 or 70%
  • The training helped us understand the concepts by interlinking real life scenarios making them easy to remember
    Aparna Samala IT Manager at CA Technologies
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High Quality Training
All our training programs are delivered by senior trainers with real-world consulting experience. Deliverables include hard-copy accredited course-ware and the official certification exam.
On-Site / Public Schedule
Training can be delivered on-site at a location of your choice - exclusively for your organization. Please contact us with your specific requirements.