ITIL® Continual Service Improvement


This course teaches students how to plan, implement and optimize the ITIL Continual Service Improvement (CSI) processes. By implementing CSI best practices, IT organizations create and maintain business value through improved design, transition, and operation of services. The course prepares attendees for the ITIL Intermediate Qualification: Continual Service Improvement Certificate, one of the modules that leads to the ITIL Expert Certificate in IT Service Management.

Audience Profile

  • Chief information officers (CIOs), Chief technology officers (CTOs), Managers, Supervisory staff, Team leaders, Service designers.
  • IT architects, IT planners, IT consultants, IT audit managers, IT security managers.
  • Service test managers and ITSM trainers.
  • Individuals who require a detailed understanding of the CSI phase of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization.
  • IT professionals working within, or about to enter, a CSI environment and requiring a detailed understanding of the processes, functions and activities involved.
  • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications.
  • Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules.
  • Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.


  • Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications).
  • A basic IT literacy and around 2 years IT experience are highly desirable.
  • Undertake at least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution), as part of a formal, approved training course/scheme.
  • Complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Continual Service Improvement publication in preparation for the examination.


Ready to Enroll?

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