ITIL® 2011 - Continual Service Improvement (CSI) with exam

Prepare for the CSI exam with this training. Master the strategy, design, transition, operation and continuous service improvement.
Private session

This training is available in a private or personalized format. It can be provided in one of our training centres or at your offices. Call one of our consultants of submit a request online.

Call now at 1 877 624.2344

  • Duration: 3 days
  • Regular price: On request

Course outline

ITIL® is comprised of five core publications: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operations (SO) and Continual Service Improvement (CSI). It promotes alignment with the business as well as improvement in operational efficiency. The official ITIL® qualification scheme, owned by AXELOS, describes two streams, the Service Lifecycle Stream and the Service Capability stream:

  • The Service Lifecycle stream focuses on ITIL® practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the processes and practice elements used within it.
  • The Service Capability stream is for those who wish to obtain an in depth understanding of specific ITIL® processes and roles. The primary focus is on process activities, process execution and use throughout the IT Service Lifecycle.

The ITIL Intermediate Qualification: Continual Service Improvement (CSI) 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 Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Continual Service Improvement publication.

Course and Learning Objectives

This qualification presents a complete overview of CSI including all its related activities: to continually align and realign IT services to changing business needs by identifying and implementing improvements to IT services that support business processes. This qualification reviews improvement activities as they support the lifecycle approach through service strategy, service design, service transition and service operation.

Candidates can expect to gain competencies in the following:

  • Introduction to CSI
  • CSI principles
  • CSI process
  • CSI methods and techniques
  • Organizing for CSI
  • Technology considerations
  • Implementing CSI
  • Challenges, critical success factors and risks

In addition, the training for this certification should include examination preparation, including a mock examination opportunity.

Course Approch

This lifecycle stage focuses on organizing and maintaining Continual Service Improvement. Participants will learn the principles and core elements along with the activities and technology & implementation considerations within this stage of the Service Lifecycle. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL® Continual Service Improvement certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. The integrated case study deepens the participant’s appreciation of how ITIL® best practices can be applied in order to improve IT performance. Practical assignments are used throughout the course to enhance the learning experience.

Course Student Material

Students will receive an ITIL Continual Service Improvement classroom workbook containing all of the presentation materials, course notes, case study and sample exams.
Course Delivery

This course may be delivered as part of our public class schedule at one of our facilities, as an onsite private class at your facility, or through our virtual classroom. Customization provides the opportunity to design a tailored training program that supports the organization most effectively while still getting the benefits of Technical & Industry Best Practices training.Our training experts will work closely with you to develop a training program based on your organization’s needs. To inquire about fees and delivery options please visit our website at:

Concepts Covered


  • Purpose, objectives and measurements of CSI
  • The scope of CSI
  • Activities that support CSI
  • The value to business
  • Continual Service Improvement Approach
  • The business questions to CSI
  • The context of CSI in the ITIL service lifecycle
  • Inputs and outputs of CSI
  • The ITIL Certification Scheme


  • CSI and organizational change
  • Ownership of CSI
  • The CSI register
  • CSI and Service Level Management
  • CSI and Knowledge Management
  • The Deming Cycle
  • Service Measurement
  • The seven step Improvement Process
  • Governance
  • Frameworks, models, standards and quality systems
  • The seven step Improvement Process
  • The seven Steps
  • Scope,
  • Value to the Business,
  • Principles and basic concepts
  • Triggers,Inputs,Outputs and Interfaces
  • Interfaces with other processes and roles
  • CSF’s and KPI’s
  • Challenges
  • The Goal of CSI
  • The PDCA Cycle
  • Assessments
  • Process maturity
  • Benchmarking and CSI
  • Service measurements
  • Metrics (Balanced Scorecard)
  • SWOT analysis
  • Return on Investment
  • Service reporting
  • CSI and other SM Processes


  • Roles in ITIL
  • Activities and skill levels
  • Role comparison matrices
  • RACI
  • Tools that Enable and support CSI Activities
  • IT Service Management Suites
  • System and Network Management
  • Event Management
  • Automated Incident / Problem Resolution
  • Performance Management
  • Statistical Tool Analysis
  • Project and Portfolio Management
  • Financial Management
  • Business Intelligence Reporting
  • Where to start
  • Role of Governance in CSI
  • Organizational Change and CSI (Kotter)
  • Communications Strategy and Plan
  • CSI Challenges
  • Critical Success Factors
  • Risks
  • Value
  • Benefits
  • Costs
  • Business Case study and exercises
  • Mock exams and guidance
  • Glossary
  • Evaluation forms
LanguagesThese sessions are offered in English or in French. The educational material and exam are in English only.
legal notes
The ITIL® courses on this page are offered by ES3I, Affiliate of Quint Wellington Redwood, which is an ATO of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
About Quint

Quint Wellington Redwood is a leading global independent boutique consulting firm dedicated to resolving IT-related organizational challenges. Operating in more than 49 countries and across four continents, Quint provides sourcing advisory, benchmarking, IT governance, IT service management, lean IT and architecture & security services to leading organizations from all industries, creating and implementing best practices worldwide.Quint was founded to help organizations get more out of IT; not by adding more or new technology, but simply by managing IT better. In its mission of “Dare to Challenge” Quint challenges itself and its clients to implement changes that deliver true results, outperform the competition and create a measurable return on investment. Quint’s vision is to reinvent not only its clients’ organizations, but also the consulting and education industry themselves.Quint provides solution providers and end-user organizations with the latest and best solutions in training and in courseware. Every year over 17,000 individuals choose Quint to fulfill their education needs. Our experienced instructors are recognized as thought leaders and for their outstanding teaching skills. Every Quint instructor has achieved the highest certification in their field of expertise and has undergone a rigorous internal certification before teaching a course. With our global reach you can be assured that, regardless of location, you will be receiving a consistent world-class education tailored to meet your needs.

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Catherine Edgar
Catherine Edgar
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Catherine not only stands out for her dynamism, but also for her concrete, pragmatic approach.
Nathalie Gosselin
Nathalie Gosselin
VP Strategy and Operations
Nathalie has helped various companies in Quebec and France navigate the start-up and repositioning processes within a context deeply affected by technological development and the digital revolution.
Nathalie Carey
Nathalie Carey
Trainer and Business Consultant
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Nathalie Aubin
Trainer, President of PMI Lévis-Québec
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