ITIL  Continual service improvement  course & exam 

The Lifecycle stream is targeted at delegates who will manage and implement ITIL processes.
The CSI course covers principles and processes that allow service providers to identify, prioritise and implement improvements to their services.
Please note that the ITIL v3 CSI exam will be withdrawn on 1st January 2022
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Course overview

Recommended Package - $948 > $869
  • Get certified at your own pace
  • 90 or 150 days online access
  • Fully accredited
  • Study guides, quizzes, sample exam and more
  • Tutor support
  • 24/7 helpdesk
  • Training+ Virtual Mentor session included

Course contents

This Intermediate level certification will offer you an introduction to Continual Service Improvement, Continual Service Improvement principles and Continual Service Improvement processes:
19 Lessons
Covering ITIL terminology, structure, concepts and processes
Video tutorials, study guides and quizzes
Study duration
21 hours
Modules in this training
  • CSI Course Introduction
  • Lesson 1 – Foundation Review Lesson
  • Lesson 2 – Service Management as a Practice
  • Lesson 3 – Introduction to CSI
  • Lesson 4 – CSI Principles Part 1
  • Lesson 5 – CSI Principles Part 2
  • Lesson 6 – The 7 Step Improvement Process
  • Lesson 7 – CSI Through the Lifecycle
  • Lesson 8 – Service Measurement
  • Lesson 9 – Metrics and Measurement
  • Lesson 10 – Return on Investment and the Business Case
  • Lesson 11 – Reporting, Service Level Management and the Business
  • Lesson 12 – Assessments and Benchmarking
  • Lesson 13 – Measurement and Reporting Frameworks and the Deming Cycle
  • Lesson 14 – Supporting Methods and Techniques
  • Lesson 15 – Organising for CSI
  • Lesson 16 – Critical Success Factors, Challenges and Risks
  • Lesson 17 – Implementing CSI
  • Lesson 18 – Technology Considerations
  • Lesson 19 – the Sample Exam

Course samples

Course pre-requisites

  • Delegates must hold the ITIL Foundation Certificate in IT Service Management (ITIL V3 or later, or ITIL V2 + the V2-V3 Foundation Bridge)
  • 21 hours of study via an accredited training solution – confirmed by your course completion certificate
  • 2 years IT experience is desirable
  • 21 hours of self-study using the Continual Service Imprtovement core volume is recommended

Exam details

Exam duration
90 minutes
Exam format
Closed book, multiple choice
Exam delivery
Online, webcam proctored. Read more here
Exam pass mark
70% (28/40 marks across 8 questions)
Exam language
Extra time is available for non-native English speakers.
Exam value
3 ITIL credits

Who's it for

Recommended for anyone working in Design / Development, including Development and Engineering, Process and Procedure Engineers and Application Developers and Managers

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