Continual Service Improvement (CSI)


The ITIL CSI (Continual Service Improvement) Certification is one of the modules of ITIL Lifecycle Stream which focuses on the frameworks and phases from the CSI Stage of the ITIL Lifecycle. This certification focuses on how professionals can strategically review the products and services they have built following the framework and different phases of the IT Lifecycle Stream and gives you guidance on how this process needs to be implemented. It also includes training on the tools which can be used to support CSI framework as well as which can evaluate risks and other vital success factors.

Course description

Continual Service Improvement is one of the certification in the ITIL Lifecycle stream which focuses on reviewing the product and services which are produced by Organisation and individuals undergoing strategy, design, transition and operation stages of IT service Lifecycle stream. It provides the guidance on how this all processes can be organized and executed.

Though CSI covers management and control of activities and techniques, it does not gives the whole detail of each supporting process. CSI is Associated with maintaining value for customers by continual evaluation and improvement of the quality of services.

CSI carries an important task of identifying the metric which needs to be monitored out of thousands which are created daily and carried out in each service or process.
The CSI module is worth 3 credit out of 17 required before proceeding for Managing Across Lifecycle module.

 Target audience

IT Strategists

Service designers

Delivery Managers

IT architects

Chief information officers (CIOs)

IT planners

Chief technology officers (CTOs)

IT consultants

Supervisory staff

IT audit managers

IT security managers

Course Features

    • Language – English

    • Skill level – Intermediate

    • Duration – 2 days

    • Liked by – 3574

    • Mode – Classroom / Online

Benefits to Individual

Being certified it helps an individual to stand apart from the competition

Performance of the IT service providers can be measured continually which will help in improving processes.

Employee effectiveness can be increased by improving teamwork, productivity and communication.

Benefits to Organization

Increase transparency which helps in detecting areas of improvement and efficiencies

Highlights service excellence of the organization and gain industry recognition of service commitments.

CSI is a differentiator that helps/supports the new business wins.

Helps business plan for investments according to its needs.

Overall quality of business operations can be enhanced.

Introduction to Continual Service Improvement

Service Continual Service Improvement

Continual Service Improvement Process

Continual service improvement methods and techniques

Organizing for Continual service improvement

Technology Considerations

Implementing Service Operation

Course Duration

2 Days

Multiple choice examination questions

Eight questions per paper

28 marks required to pass (out of 40 available) - 70%

90 minutes’ duration

Closed book

Certification by



ITIL Foundation Certification Completion

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