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ITIL® Continual Service Improvement (CSI) eLearning - $599 (with exam voucher)

Good e-Learning’s ITIL Continual Service Improvement (CSI) course looks at how ITIL practitioners can constantly improve essential services by utilizing the ITIL Service Lifecycle. An excellent option beyond ITIL Foundation, the course also comes with 24/7 tutor support and a FREE exam voucher

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Exam pledge - FREE resit! View Ts & Cs

ITIL® Continual Service Improvement (CSI) Review
ITIL® Continual Service Improvement (CSI) Review
ITIL® Continual Service Improvement (CSI) Review
ITIL® Continual Service Improvement (CSI) Review
ITIL® Continual Service Improvement (CSI) Review
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Key Features

  • Fully accredited training course

  • Credits awarded: 3

  • Verified 'ITIL Leader' 2019

  • FREE exam voucher

  • Eligible for Exam Pledge (FREE resit)

  • 91% average first-time pass rate

  • 6 months access

  • 25+ hours of course material

  • Quizzes & revision modules

  • Increase your earning potential by 20%

  • Expert tutor support

Course Overview - Try a Free Module

ITIL® Continual Service Improvement (CSI)

The purpose of this course is to help you gain a detailed understanding of industry practices in IT Service Management (ITSM), including continually aligning and realigning IT services to changing business needs by identifying and implementing improvements to IT services that support business processes.

This course offers everything you need to prepare for, take and pass the ITIL Continual Service Improvement exam, including a FREE exam voucher. Success in the exam will also earn you 3 credits towards the 22 credits needed to gain the ITIL Expert qualification.

Why take this course?

ITIL Continual Service Improvement is a free-standing qualification and is one of five ITIL Service Lifecycle modules that can help you work towards achieving your ITIL Expert qualification.

The CSI module focuses on how organizations and individuals can strategically review the products and services produced by following the Strategy, Design, Transition and Operation stages of the IT Service Lifecycle. It also offers guidance on how this review process should be organized and executed.

This course is intended for management and supervisory level staff. You may be involved in work related to the Continual Service Improvement module, or you may just wish to understand the processes and principles involved.

This course is fully accredited by PeopleCert and licensed by AXELOS as an official examination institute for an ITIL Continual Service Improvement qualification in IT Service Management.

Students who take this course will learn:

  • A complete overview of ITIL CSI and all its related activities, including continually aligning and realigning IT services in order to meet changing business needs by identifying and implementing necessary improvements to IT services

  • A good understanding of the principles of the Continual Service Improvement module, as well as its processes and other aspects of this crucial ITIL Service Lifecycle stage

  • Familiarity with improvement activities used to support the ITIL Service Lifecycle through Service Strategy (SS), Service Design (SD), Service Transition (ST) and Service Operation (SO)

  • Everything needed to pass the official ITIL Continual Service Improvement (CSI) exam

Mark Smalley

Mark Smalley - IT Management Consultant, Contributor to the ITIL 4 Framework, Good e-Learning Ambassador

Also known as The IT Paradigmologist, Mark thinks, writes and speaks extensively about IT 'paradigms'. Mark is an IT Management Consultant and Global Ambassador at the ASL BiSL Foundation. He has spoken at hundreds of events in more than twenty countries around the world.

  Many individuals and corporate organizations around the world use Good e-Learning to remain relevant in today's changing world. Their ITIL courses are attractively presented and easy to follow giving students the best possible chance at succeeding in the examination  

 

Course Syllabus - Download the Datasheet

Module 1: Introduction to Continual Service Improvement

Learning Objectives

This module covers the core concepts of Continual Service Improvement in terms of its purpose, objectives, scope and its relationship to the other ITIL lifecycle stages.

The candidate must be able to understand and describe:

The purpose of continual service improvement
The objectives of continual service improvement
The Continual Service Improvement approach
The input required from the business for effective improvement
Continual service improvement’s value to the business

Module 2: Continual Service Improvement Principles

Learning Objectives

The learning objectives for this lesson cover the knowledge, interpretation and analysis of continual service improvement principles:

The candidate must be able to understand and describe:

Organizational change
CSI register
CSI and service frameworks
Deming cycle
Governance
How the success of CSI depends upon an understanding of change within an organization and clear and unambiguous accountability and ownership
It is important to understand how the CSI register supports the application of CSI, and makes use of knowledge management as part of an improvement initiative
How CSI drives the adoption of, and is influenced by service level management and how frameworks, models, standards and quality systems fully support the concepts embodied in CSI
How the Deming Cycle is critical to both the implementation and application of CSI
CSI 7 step process
IT Governance
Frameworks, models, standards and quality systems

Module 3: Continual Service Improvement Process

Learning Objectives

The module covers the managerial and supervisory aspects of the CSI process. It excludes the day-to-day operation of each process. More detailed process operation guidance is covered in the service capability courses.

Each process is considered from the management perspective. That means at the end of this module you should understand those aspects that would be required to understand each process and its interfaces, oversee its implementation and judge its effectiveness and efficiency.

The candidate must be able to understand and apply:

The purpose, objectives and scope of the process and its value to the business
The policies, principles and basic concepts which apply to it
Triggers, inputs, outputs and interfaces
CSFs and KPIs, challenges and risks
High level process activities, methods and techniques

Module 4: Continual Service Improvement Methods and Techniques

Learning Objectives

This module introduces the methods and techniques which are primarily used to deliver CSI. The area of focus in this module relates to how to perform and interpret assessments, gap analysis, benchmarking, service measurement, metrics, balanced scorecards, SWOT analysis, service reports and return on investment.

The module also explains how CSI can use availability, capacity, IT service continuity and problem management to support its activities.

The candidate must be able to understand and describe:

How to perform and interpret assessments and gap analysis
How to perform and interpret benchmarking
How to perform and interpret balanced scorecards, SWOT analysis, and service reports
How to perform and interpret return on investment
How to perform and interpret service measurement and metrics

Module 5: Organizing for Continual Service Improvement

Learning Objectives

This module covers the roles relevant to CSI and the nature of the activities and the skills required for the seven-step improvement process as well as how authority matrices (RACI) are used by CSI.

The unit covers:

Roles relevant to CSI and their responsibilities, skills and competencies, including: service owner, process owner, process manager, process practitioner and CSI manager (CSI 6.3)
Roles relevant to CSI and their responsibilities, skills and competencies
Nature of the activities and the skills required for the seven-step improvement process

Module 6: Technology Considerations for Continual Service Improvement

Learning Objectives

This module covers the technology and tools used to support CSI.

In particular, holistic IT service management tools as well as tools for system and network, event, performance, project and portfolio and financial management.

The candidate must be able to understand and describe:

The technology and tools used to support CSI, in particular, holistic IT service management tools as well as tools for system and network, event, performance, project and portfolio and financial management.

Module 7: Implementing Continual Service Improvement

Learning Objectives

This module covers the factors to be considered when implementing Continual Service Improvement. It specifically looks at when and where to start, the role of governance and the effect of organizational change.

The candidate must be able to understand and describe:

Factors to be considered when implementing Continual Service Improvement
When and where to start, the role of governance
The effect of organizational change and communication strategies and planning

Module 8: Challenges, Critical Success Factors and Risks

Learning Objectives

The learning objective for this module is to understand the challenges, risks and critical success factors relating to CSI.

Module 9: Exam Preparation

Learning Objectives

This unit summarizes the material covered in the previous units and prepares candidates for the examination.

It is likely that most course providers will wish to offer and review at least one opportunity for a mock examination.

 

Exams / Assessments

In order to achieve this ITIL Intermediate qualification, you must pass the ITIL® Continual Service Improvement Certificate in IT Service Management exam.

You can take the exam online (virtually) using a service provided by PeopleCert.

This course comes with a FREE exam voucher and is eligible for exam pledge (a free resit on us!) - That's how confident we are that you'll pass first time!

Before booking your exam, it will be a good idea to make sure that your device meets the technical requirements. You can do so via this online test. This test will examine the suitability of your webcam, microphone and internet connection. Please visit the PeopleCert website for more information and guidance.

What you need to know about the exam:

  • It is a complex multiple-choice exam with 8 scenario-based questions

  • There is a time limit of 90 minutes to complete the exam

  • The exam is closed book, with only the provided materials being permitted for use

  • The pass mark for the exam is 70%: you must get 28 out of 40 questions correct

  • Successfully passing the exam will earn delegates 3 credits towards ITIL Expert level

  • In countries where English is a second language, the time allocated for the exam is extended to 120 minutes

You will be tested on:

  • Introduction to Continual Service Improvement

  • Continual Service Improvement Principles

  • Continual Service Improvement process

  • Continual Service Improvement Methods and Techniques

  • Organizing for Continual Service Improvement

  • Technology Considerations for Continual Service Improvement

  • Implementing Continual Service Improvement

  • Challenges, Critical Success Factors and Risks

Related Courses & Information

ITIL® Continual Service Improvement (CSI)

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Exam Pledge from Good e-Learning

At Good e-Learning, we're dedicated to ensuring success. That's why we offer Exam Pledge, which entitles students to a free exam retake on any Foundation and/or Practitioner course eligible for Exam Pledge. Should you fail your first exam, Good e-Learning will provide you with a FREE resit voucher at no additional cost!

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Exam pledge conditions

As long as you have completed the course in full and have scored at least 80% on the exam simulator, you will be eligible for Exam Pledge. Proof of date for the first exam failure must be provided and the resit must be booked within 3 months of the failed first exam. Exam Pledge is only available for courses purchased on or after 01/10/2019 and cannot be used for anyone sitting an exam for the third time. The course must be purchased directly through www.goodelearning.com and must have a valid order number. Courses from ILX are not eligible. We reserve our right to review and change these terms and conditions at any time.

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