E-learning ITIL® CONTINUAL SERVICE IMPROVEMENT(CSI)

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Study for a qualification in ITIL Continual Service Improvement (CSI) by taking an online training course from 4PA!

Our course has been accredited by PeopleCert, who are licensed by AXELOS as an Examination Institute for an ITIL Continual Service Improvement qualification in IT Service Management.

Why you Should Take This Course?

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

The purpose of this course is to help you gain a detailed understanding on industry practices in service management as documented in the ITIL Continual Service Improvement publication.

Continual Service Improvement is responsible for continually aligning and realigning IT services to changing business needs by identifying and implementing improvements to IT services that support business processes.

Browse the course syllabus for a full module by module breakdown of what’s included.

With this course, you’ll receive 6 months access from the date of purchase as well as a FREE exam voucher to use whenever you are ready to sit the exam!

The purpose of this course is to help you gain detailed knowledge on industry practices in service management as documented in the ITIL Continual Service Improvement publication.

This course is intended for management and supervisory level staff. You may be involved in Continual Service Improvement yourself, or you may just wish to understand the processes and principles involved, as they affect the work that you do.

The CSI qualification focuses on how organizations and individuals can strategically review the products and services they have produced following the strategy, design, transition and operation stages of the IT Service Lifecycle and offers guidance on how this process should be organized and executed.

Our course has been fully accredited by PeopleCert, who are licensed by AXELOS as an Examination Institute for IT Service Management.

Why Study ITIL CSI with 4PA?

4PA is :

  • A Leading Training & Consulting Organization
  • Accredited by various principals
  • World-wide presence and delivery models
  • Unique, but proven,knowledge transfer and validation techniques
  • Adds great value to the Organizations
  • Result oriented approach

The Benefits of eLearning:

  • All 4PA courses run entirely over the web and have been carefully designed to provide the most comprehensive, interactive and flexible learning experience available. Study when it suits you – at home, at work or on the move.

  • Flexibility to learn from your desktop, laptop or tablet at your own pace, when it suits YOU. Anytime. Anywhere (an internet connection is required).

  • Our courses are easy-to-use. Participants will benefit from an interactive multimedia environment that enhances the way you study.

  • With eLearning, individuals and organizations avoid the typical costs of travel and consultancy by studying independently online.

  • Our online training courses are designed with mobility and accessibility in mind. You can access your training from any desktop computer, laptop, tablet, or mobile phone.

This eLearning course contains all the learning materials you need in order to prepare for the ITIL CSI exam.

Our course has been accredited by PeopleCert, who are licensed by AXELOS as an Examination Institute for the ITIL® Continual Service Improvement Certificate in IT Service Management.

The official mock exams are provided and the course includes a module on how to approach these, working through some examples.

In addition to the resources provided, the examination guidance recommends that candidates should complete at least 21 hours of personal study. 

Full Details of our ITIL CSI Course:

Each of the syllabus areas will be covered in a module of the course; each module may contain a number of lessons, dependent on the areas covered.

Browse the contents of this eLearning course by clicking on a module title below that you would like to know more about. Why not try a free trial module of our course before you buy!

Module 1: Introduction to Continual Service Improvement

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

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

  • Module 9: Exam Preparation

  • 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.

Thinking of sitting the ITIL Continual Service Improvement Exam? On this page, you will find everything you need to know!

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.

What you Need to Know About the Exam:

The examination will consist of a complex multiple choice, scenario-based closed book paper of 8 questions, to be answered within 90 minutes.

To pass the exam you must get 28 out of 40 questions correct, or 70%.

The course materials provided in the Continual Service Improvement eLearning course will provide you with all the information you need for this exam.

Exam Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary).

Before you book you can test that your computer configuration will meet the requirements for a PeopleCert exam, using this online test.

This test focuses on the suitability of your webcam, microphone and internet connection. Please Visit the PeopleCertwebsite for a complete list of information and guidance.

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

Why not try out a free trial module from our ITIL Continual Service Improvement e-Learning course!

In this ITIL Intermediate trial module, you will learn about the core concepts of Continual Service Improvement in terms of its purpose, objectives, scope and its relationship to the other ITIL lifecycle stages.

Try the Course Before you Buy!

Like the full ITIL Continual Service Improvement (CSI) eLearning course, you can access this free trial module from any device whether you are at home, at work, or on the move!

Our course has been fully accredited by PeopleCert, who are licensed by AXELOS as an Examination Institute for IT Service Management.

If you require any other information regarding the course or how to access the e-learning on a mobile device, please feel free to leave your details with us via our online contact form and a member of our team will be in touch.

ITIL CSI Free Trial

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