ITIL® Intermediate Lifecycle Path – Continual Service Improvement

About the course

This ITIL Intermediate Continual Service Improvement Course introduces participants the overall concepts, processes, policies, and methods associated with the Continual Service Improvement (CSI) phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the CSI phase. This course is designed using an engaging, exercise-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.


The main target group for this ITIL® Intermediate Qualification Certificate includes, but is not restricted to:

  • 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
  • ITSM trainers involved in the on-going management, co-ordination and integration of strategizing activities within the service lifecycle
  • Individuals who require a deeper understanding of the ITIL® service strategy stage of the ITIL® service lifecycle and how activities in it may be implemented to enhance the quality of IT service management within an organization
  • IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking an understanding of the concepts, processes, functions and activities involved in service strategy
  • 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 Certification 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.


Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate.

There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable

Options of Course Delivery

  • In English and French
  • In class at the IT Chapter office located in Old Montreal, or virtual ONLINE (Instructor-Led) WEBEX
  • At the client site for group training to suit your needs
  • In a classroom blended mode: delivered on Friday, Friday, Saturday – the preferred course delivery method, which allows course participants sufficient time to study for the exam and minimise work disruption.

Certification Exam

  • This three (3) days classroom-training course with examination held on the afternoon of the 3rd day and includes a sample examination and preparation to re-enforce the knowledge gained.
  • The format of the examination consists of a closed book paper of 8 multiple-choice complex questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed an additional 30 minutes and allowed use of a dictionary). The passing mark is 70% or more than 28 correct answers.

Course Content

Through a series of lectures designed at achieving a clear understanding of the ITIL® Best Practice lifecycle approach and through various exercises, assignments and discussions, participants 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
  • Organization for Continual Service Improvement
  • Technology for Continual Service Improvement
  • Implementation Considerations
  • Challenges, Critical success factors and risks

The program covers the following modules:

Candidates capture concepts and terminology in the field of Continual Service Improvement. Specifically, after completion of the following sections candidates will be understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyse the topics below.


  • The purpose and objectives of CSI
  • The scope of CSI
  • The value to business of adopting and implementing CSI
  • The approach to CSI
  • The business questions to be asked to ensure that a CSI initiative is warranted
  • The context of CSI in the ITIL service lifecycle
  • The inputs and outputs to CSI

Continual Service Improvement Principles

  • how the success of CSI depends upon an understanding of change upon an organization
  • how CSI drives the adoption of, and is influenced by, Service Level Management
  • how the Deming Cycle is critical to both the implementation and application of CSI
  • how CSI can make effective use of the various aspects of Service Measurement
  • how Knowledge Management is a mainstay of any improvement initiative
  • how CSI can make effective use of internal and external Benchmarks
  • how CSI can be used to ensure good governance where goals are aligned and good management is achieved
  • how frameworks, models, standards and quality systems fully support the concepts embodied in CSI

Continual Service Improvement Process

  • Purpose and objectives
  • Scope of CSI
  • Value to business
  • Policies, principles and basic concepts
  • The 7-step improvement process
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • How other processes play key roles in the seven-step improvement process
  • Critical success factors and key performance indicators
  • Challenges and risks

Continual Service Improvement Methods and Techniques

  • What to assess and when to use Assessments
  • Benchmarking. Specifically, the candidate will be able to describe and apply the approach to, and implementation of, benchmarking
  • Service measurement. Specifically designing and analyzing service measurement frameworks
  • Metrics. Specifically, the candidate will be able to describe the importance of properly defining metrics and measurements, demonstrate setting targets, and describe, use and interpret metrics, scorecards and reports, including balanced scorecard and SWOT analysis
  • Return on investment. Specifically, the candidate will be able to demonstrate how to create a return on investment, establish a business case and measure the benefits achieved
  • Service reporting. Specifically, articulating reporting policies and rules
  • How availability management techniques such as component failure impact analysis, fault tree analysis, service failure analysis, technical observation and the expanded incident lifecycle can be used by CSI
  • How capacity management techniques such as business, service and component capacity management, workload and demand management, and the iterative activities of capacity management can be used by CSI
  • How CSI needs to take IT service continuity management requirements into consideration and how CSI can use risk management to identify areas for improvement
  • How problem management supports the activities of CSI
  • How knowledge management supports CSI

Organization for Continual Service Improvement

  • Service owner
  • Process owner
  • Process manager
  • Process practitioner
  • CSI manager
  • The nature of the activities and the skills required for the seven-step improvement process
  • Comparing the CSI manager role with other relevant roles
  • How the responsibility model (RACI) can be used when defining roles and responsibilities in CSI

How the following tools can be used to assist some or all of the activities of CSI:

  • IT service management suites
  • Systems and network management
  • Event management
  • Automated incident-problem resolution
  • Performance management
  • Statistical analysis tools
  • Project and portfolio management
  • Financial management for IT services
  • Business intelligence/reporting

Implementing Continual Service Improvement

  • Critical considerations and where to start
  • The role of governance to CSI
  • The effect of organizational change for CSI
  • A communication strategy and plan

Critical success factors and risks

  • the challenges facing Continual Service Improvement
  • the appropriate critical success factors for Continual Service Improvement
  • the potential impact if the risks associated with implementing CSI


check eLearning Self-Study


90 days



Group discounts available



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IT Chapter Training Facility is located at

204 rue Saint Sacrement, Suite 300 Montreal, QC H2Y 1W8

Tel: 514.868.2116 / 514.431.0542