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ITIL® Continual Service Improvement Training Course

Learn Continual Service Improvement Techniques To Improve Your IT Services Through The Application Of Best Practice


Following the successful launch of ITIL® 4, with the higher modules from the Managing Professional and Strategic Leader streams establishing themselves in the market - AXELOS has taken the decision to stop offering the previous version of the World’s leading certification in IT Service Management, ITIL® V3, by the end of 2021.

There will be a phased approach to discontinuing the Foundation and Intermediate examinations to allow you enough time to complete your ITIL® V3 Intermediate level certifications, so you can accumulate enough credits to qualify for the Transition examination.

Please Note: The confirmed timings are as follows:

  • ITIL® V3 Foundation – discontinued as of 1 July 2021
  • ITIL® V3 Intermediates – discontinued as of 1 Jan 2022
  • ITIL® MALC - discontinued as of 1 Jan 2022
  • ITIL® 4 Managing Professional Transition (English) - discontinued as of 1 July 2022

ITIL® Continual Service Improvement

The ITIL® Continual Service Improvement training course covers the management and control of the activities and techniques within the CSI stage of the ITIL® Service Lifecycle, but not the detail of each of the supporting processes.

Please Note

You can book this course and hold it in credit until you have decided on a specific course date. Alternatively, please view our other course dates.
Exam Included
3 Days
£1295Excl. VAT

Course Outline

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 Principles
  • Continual Service Improvement Process
  • Continual Service Improvement Methods and Techniques
  • Organisation for Continual Service Improvement
  • Implementation Considerations
  • Critical success factors and risks

  • In addition the training for this CSI certification includes examination preparation, including a mock examination opportunity.

    Key Learning outcomes

    The course will enable participants to:

  • Understand the importance of Service Management as a Practice
  • Understand CSI Principles and Processes
  • Carry out common CSI activities
  • Organise CSI effectively
  • Recognise CSI functions and technology-related activities
  • Understand how to implement CSI
  • Understand and analyse challenges, Critical Success Factors and risks related to CSI
  • Description

    The course will include the opportunity to undertake ITIL® CSI test questions and an ITIL® CSI practice exam prior to undertaking the live ITIL® CSI exam.

    The 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 in IT Service Management.

    About the Course

    This course is available as a public scheduled course and also as a private single company course.

    Who Should Attend

    The main target group for the ITIL® Intermediate Qualification: Continual Service Improvement Certificate includes but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers.

    • Individuals who require a detailed understanding of the ITIL® Continual Service Improvement phase of the ITIL® core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation
    • IT professionals working within or about to enter a Continual Service Improvement environment and requiring a detailed understanding of the processes, functions and activities involved
    • Individuals seeking the ITIL® Expert in IT Service Management for which this qualification is one of the prerequisite modules
    • Individuals seeking progress towards the ITIL® Master in IT Service Management for which the ITIL® Expert is a prerequisite

    Materials Provided

    Comprehensive course materials are provided including:

    • A full copy of all the course slides with room to make your own notes, there is also a full copy of the ITIL® Glossary and acronyms list and many course handouts.
    • A copy of the Continual Service Improvement Key Element Guide – Worth £8.50. This book provides a synopsis of the basic concepts and practice elements of Continual Service Improvement which forms part of the core ITIL® Service Management Practices.
    • Example Questions – To get you plenty of exam practice we have accredited sample papers which will be covered in exam conditions and during the course there are actual exam sample questions at the end of each section.
    • Refreshments – We recognise that to get the best out of our delegates we need to make sure that we give you brain food and refreshments; these are available throughout the day.
    • Follow up Guidance – We are certain that following the course you will have many questions and our tutors and sales team are available to discuss where to go next or even how to get started with putting what you have learnt on the course onto practice.

    Organisational Benefits

    ITIL® delivers four main areas of savings potential:

    • Cost savings – money currently being spent can be reduced.
    • Cost avoidance – money allocated for spending can be saved.
    • Higher IT productivity – increased productivity and reduced costs.
    • Increased Business productivity – resulting from higher quality IT services.

    Individual Benefits

    Individual Benefits of attending our CSI course will include:

    • Helping you to do your job more effectively
    • Obtaining an industry recognised professional qualification (ITIL® CSI Certification)


    Candidates are required to have completed the ITIL® Foundation Certificate in IT Service Management and have a minimum of two years relevant IT experience. In order to sit the exam you must provide a paper photocopy of your ITIL Foundation Certificate - please ensure you bring this with you on the first day of your course. If you fail to do so you will NOT be able to sit the exam.

    Photographic ID is required for all exams, otherwise results will be withheld until proof has been provided.


    It is not compulsory but it is recommended that you purchase the following volumes:

    • ITIL® Service Strategy
    • ITIL® Service Design
    • ITIL® Service Transition
    • ITIL® Service Operation
    • ITIL® Continual Service Improvement

    The latest ITIL® Core Volumes can be purchased through Purple Griffon for £85 per volume or £299 for the complete set of 5 volumes.

    Exam Overview

    Please note that as of May 2015 PeopleCert requires evidence of this certificate. In order to sit the exam you must provide a paper photocopy of your ITIL Foundation Certificate - please ensure you bring this with you on the first day of your course. If you fail to do so you will NOT be able to sit the exam.

    The course ends with a 90 minute ‘closed book’ exam of a multiple-choice, scenario based, gradient-scored paper of 8 questions. Each question will have 4 possible answer options, one which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.

    The examination is taken on the afternoon of the 3rd day.

    Exam Type

    Classroom Exam

    Professional Development Units - PDUs

    Our classroom based ITIL® Continual Service Improvement training course does not currently attract any Professional Development Units – PDU's.

    The course does however give you 3 Credits towards the ITIL® Expert qualification.


    ITIL® Continual Service Improvement Certificate

    Next Steps

    On completion of your ITIL® CSI Intermediate Qualification you may want to undertake another ITIL® Intermediate qualification.

    Perhaps consider taking another one of our Lifecycle courses such as ITIL® Service Operation or ITIL® Service Transition.

    Contact one of our helpful account managers who will be able to assist you in deciding your next steps.


    You should now be prepared to implement a CSi strategy within your organisation, using a CSI approach to improvement.

    You will have gained an understanding of the various techniques that can be applied

    ITIL® Continual Service Improvement Course Dates

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