ITIL® Intermediate: Continual Service Improvement Certification Training

Level: Intermediate
RATING: 4.7/5 4.70/5 Based on 294 Reviews

Gain the knowledge and skills you need to plan, implement, and optimize processes and activities in this ITIL Service Lifecycle: Continual Service Improvement training. ITIL Intermediate CSI will teach you to meet and adapt to the changing needs of end users as well as improving efficiencies and returns on investment for organizations. Successful completion of this training prepares you to pass the Intermediate level ITIL CSI certification exam and earn three credits towards ITIL Expert certification.

ITIL 4 is coming — but don't put your ITIL journey on hold ›

Key Features of this ITIL Continual Service Improvement Certification Training:

  • Choose from blended on-demand and instructor-led learning options
  • Exclusive LinkedIn group membership for peer and SME community support
  • Learning Tree ITIL Success Package included
  • ITIL exam voucher included

You Will Learn How To:

  • Prepare for and pass the ITIL Continual Service Improvement (CSI) exam
  • Apply the seven-step improvement process
  • Deliver CSI using proven techniques
  • Organize for CSI by defining responsibilities with tools and technology
  • Implement CSI while analyzing challenges, critical success factors, and risks

Certifications/Credits:

APM Group--ITIL PMI 19 PDU

Choose the ITIL Training Solution That Best Fits Your Needs

ON DEMAND

On Demand & Instructor Coaching

Unlimited annual access to:

  • On-demand ITIL CSI modules, courseware, and instructor support
  • Earn PMI PDUs for self-directed learning
  • Exam voucher included
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Standard $1415/Year

Government $1235/Year

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LIVE, INSTRUCTOR-LED

In Class & Live, Online Training

Unlimited annual access to:

  • 3-day instructor-led training course
  • Earn 19 PMI PDUs
  • One-on-one after-course instructor coaching
  • Exam voucher (with optional retake)
View Course Details & Schedule

Standard $2535

Government $2415

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Unlimited Access to Everything

Unlimited annual access to:

View Bundle Details & Schedule

Standard $3185/Year

Government $2800/Year

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PRODUCT #70C9

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  • Delivered when, where, and how you want it
  • Blended learning models
  • Tailored content
  • Expert team coaching

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Our FlexVouchers help you lock in your training budgets without having to commit to a traditional 1 voucher = 1 course classroom-only attendance. FlexVouchers expand your purchasing power to modern blended solutions and services that are completely customizable. For details, please call 888-843-8733 or chat live.

On Demand & Instructor Coaching

ITIL On-Demand Training Information

You get annual access to an on-demand ITIL CSI course, official courseware, and support directly from the course instructor.

  • Prerequisites

    • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Certification Information

    • Achieving the ITIL Intermediate Qualification: Continual Service Improvement certificate provides three credits toward your ITIL Expert certification.

On-Demand Training Outline

  • Module 00: Course Introduction - ITIL® 2011: Continual Service Improvement

  • Module 01: Exam Tips

    • Understanding the exam process
    • Exam questions and grading
    • Taking the exam
    • Using the practice exams
  • Module 02: Service Management as a Practice Part 1

    • Lifecycle Review
    • Processes
    • Generic Roles
  • Module 03: Service Management as a Practice Part 2

    • Purpose, Objectives and Scope of CSI
    • CSI Roles and Responsibilities
    • RACI Model Overview
  • Module 04: Service Management as a Practice Part 3

    • CSI Inputs/Outputs
    • CSI Challenges
    • CSI CSFs & Risks
    • Exam Questions Exercise: Sample Exam 1 - Questions 2, 4 Sample Exam 2 - Question 5, 8
  • Module 05: CSI Principles

    • Management Principles for CSI
    • 7 Step Improvement Process
    • Governance
    • Other Frameworks
    • Exercise: CSI Day-to-Day Activities
    • Exam Question Review: Sample Exam 1, Question 4 Sample Exam 2, Question 8
    • Exam Questions Exercise: Sample Exam 1 – Question 7
  • Module 06: CSI Process Part 1

    • Purpose, Objectives & Scope of 7-Step
    • Value to the Business
    • 7-Step Improvement Process Introduction
  • Module 07: CSI Process Part 2

    • The 7 Steps Analyzed
    • Strategy for Improvement
    • Defining Measurement
    • Gathering and Processing Data
    • Data Analysis and Presentation
    • Implementation of Improvements
    • Roles specific to the 7-step
  • Module 08: CSI Process Part 3

    • Triggers, Inputs/Outputs and Interfaces
    • Integration to SM Processes
    • Exercise: Process Interfaces
    • Metrics, Challenges and Risks
    • Exercise Review: CSI Day-to-Day Activities
    • Exam Questions Exercise: Sample Exam 1 – Question 8 Sample Exam 2 – Question 6
  • Module 09: CSI Methods and Techniques Part 1

    • Assessments
    • Gap Analysis
    • Benchmarking
  • Module 10: CSI Methods and Techniques Part 2

    • Service Measurement
    • Managing Measurement
    • Metrics
    • Reporting
  • Module 11: CSI Methods and Techniques Part 3

    • Measuring and Reporting Frameworks
    • SWOT
    • ROI
    • Business Case
    • Service Reporting
  • Module 12: CSI Methods and Techniques Part 4

    • CSI and Service Management Processes
    • SLM, Availability Management, Capacity Management, ITSCM
    • Problem Management, Knowledge Management
    • Exam Question Review: Sample Exam 2, Question 6
    • Exam Questions Exercise: Sample Exam 1 – Questions 1, 5 Sample Exam 2 – Questions 1,2 and 3
  • Module 13: Implementing CSI

    • The Role of Governance and COBIT
    • Organizational Change)
    • Communicating Strategy and Plan
    • Exercise: Develop and Use the Balanced Scorecard
    • Exam Review: Sample Exam 1, Question 5
    • Exam Questions Exercise: Sample Exam 1, Questions 3, 6
  • Module 14: CSI Technology Considerations

    • Technology Considerations
    • Tools to Support CSI Activities
    • Exercise Review: Develop and Use the Balanced Scorecard
    • Exam Questions Exercise: Sample Exam 2, Questions 4, 7

ITIL Continual Service Improvement FAQs

  • How will I access my course materials if I choose this method?

    Once payment is received, you will receive an email from Learning Tree with all the links and information you need to get started.

  • How do I use my exam voucher to take the ITIL CSI exam?

    After you receive your ITIL CSI exam voucher from Learning Tree, the exam can be taken any time after the course is completed via ProctorU (online) or at an eligible testing center.

  • How do I receive PMI PDU's for the on-demand course?

    This on-demand course qualifies to provide you with continuing education credits in the PMI Schema. To record your PDU's follow these steps: 

    • Go to https://www.pmi.org/
    • Log in using your registered user name
    • Go to myPMI, then select Report PDUs on CCRS
    • Select Course or Training category
    • Fill in all required information

In Class & Live, Online Training

  • Dec 19 - 21 ( 3 Days)
    9:00 AM - 5:30 PM EST
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

  • Jan 23 - 25 ( 3 Days)
    9:00 AM - 5:30 PM EST
    New York / Online (AnyWare) New York / Online (AnyWare) Reserve Your Seat

  • Feb 27 - Mar 1 ( 3 Days)
    9:00 AM - 5:30 PM EST
    Toronto / Online (AnyWare) Toronto / Online (AnyWare) Reserve Your Seat

  • Mar 13 - 15 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Alexandria, VA / Online (AnyWare) Alexandria, VA / Online (AnyWare) Reserve Your Seat

  • Apr 3 - 5 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Rockville, MD / Online (AnyWare) Rockville, MD / Online (AnyWare) Reserve Your Seat

  • May 29 - 31 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

  • Jul 24 - 26 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    New York / Online (AnyWare) New York / Online (AnyWare) Reserve Your Seat

  • Aug 21 - 23 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Toronto / Online (AnyWare) Toronto / Online (AnyWare) Reserve Your Seat

  • Sep 11 - 13 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Alexandria, VA / Online (AnyWare) Alexandria, VA / Online (AnyWare) Reserve Your Seat

Guaranteed to Run

When you see the "Guaranteed to Run" icon next to a course event, you can rest assured that your course event — date, time, location — will run. Guaranteed.

ITIL Intermediate CSI Course Information

  • Prerequisites 

    • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Certification Information

    • Achieving the ITIL Intermediate Qualification: Continual Service Improvement certificate provides three credits toward your ITIL Expert certification
  • Course Preparation

    • Before your event, you will receive via email a Pre-Course Study Guide and the ITIL Continual Service Improvement Handbook. The Pre-Course Study Guide will let you know which parts of the ITIL Foundation Handbook you should study before class. The Pre-Course Study Guide also contains the official ITIL Continual Service Improvement Certificate syllabus, which you should read.

ITIL Intermediate CSI Course Outline

  • ITIL Continual Service Improvement: Introduction and Overview

    Goals and scope of CSI

    • The purpose and objectives of CSI
    • Embedding CSI into organizational processes
    • Explaining how CSI creates business value

    CSI approach

    • Asking the right business questions to ensure that a CSI initiative is warranted
    • Illustrating the interfaces to other ITIL lifecycle stages
  • Principles of Continual Service Improvement

    Establishing accountability

    • Defining unambiguous ownership and roles
    • Supporting the application of CSI with the CSI register
    • CSI and service level management

    Providing adequate governance

    • Knowledge management as a main element in any improvement initiative
    • Implementing and applying CSI with the Deming Cycle
    • Service measurement
    • Ensuring effective governance with CSI
    • Supporting CSI with frameworks, models, standards and quality systems
  • The Seven-Step Improvement Process

    Determining what to measure

    • Defining what you should measure: measurements that fully support the goals of the organization
    • Defining what you can measure
    • Conducting gap analysis to identify what can be measured

    Gathering the data

    • Processing the data to provide end-to-end perspective on service and/or process performance
    • Analyzing the data: targets met, developing trends, corrective actions required, cost to fix
    • Presenting and using the information
    • Implementing corrective actions
    • Integrating CSI with the other lifecycle stages
  • Methods and Techniques

    Activities for delivering CSI

    • Performing a gap analysis
    • Implementing benchmarking
    • Designing and analyzing service measurement frameworks
    • Creating a return on investment
    • Articulating service reporting

    Key metrics

    • Technology metrics
    • Process metrics (CSFs and KPIs)
    • Service metrics
    • Initiating a SWOT analysis
    • Measuring benefits to the business

    Supporting CSI activities

    • Availability management
    • Capacity management
    • IT service continuity management
    • Problem management
    • Knowledge management
  • Organization and Technology Considerations

    • Defining roles and responsibilities: service owner, process owner, process manager, process practitioner
    • Choosing organizational structures that support CSI
    • Specifying tool requirements for implementation success
    • Automated incident and problem resolution
    • Statistical analysis tools and business intelligence and reporting
  • Implementing Continual Service Improvement

    Key considerations

    • Analyzing where to start
    • Relating the role of governance
    • Determining the effect of organizational change
    • Constructing a communications strategy and plan

    Implementation challenges and risks

    • Establishing critical success factors and KPIs
    • Developing risk-benefit analyses for adoption of continual service improvement

ITIL Continual Service Improvement FAQs

  • What is CSI in ITIL?

    Continual Service Improvement improves the efficiency and effectivenes of services and processes at a continuous rate. 

  • How do I take the ITIL CSI exam?

    The ITIL CSI exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing center. 

  • Can I obtain ITIL Continual Service Improvement certification online?

    Yes! We know your busy work schedule may prevent you from getting to one of our classrooms which is why we offer convenient online training to meet your needs wherever you want. This course is available in class, online, or as a private team training event. 

  • What background do I need to take the instructor-led class?

    Basic IT literacy and around two years of IT experience.

  • What do I need to complete before the instructor-led class?

    • Before your event, you will be sent a Pre-Course Study Guide and the Key Element Guide ITIL Continual Service Improvement, which you should read as part of the 21 hours of personal study
    • You should acquire and read the ITIL Service Operation core publication, focusing on Chapter 2, and review your ITIL Foundation course materials
  • How do I use my exam voucher to take the ITIL CSI exam?

    The ITIL Continual Service Improvement exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing center.

     

Unlimited Access to Everything

  • Dec 19 - 21 ( 3 Days)
    9:00 AM - 5:30 PM EST
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare)

  • Jan 23 - 25 ( 3 Days)
    9:00 AM - 5:30 PM EST
    New York / Online (AnyWare) New York / Online (AnyWare)

  • Feb 27 - Mar 1 ( 3 Days)
    9:00 AM - 5:30 PM EST
    Toronto / Online (AnyWare) Toronto / Online (AnyWare)

  • Mar 13 - 15 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Alexandria, VA / Online (AnyWare) Alexandria, VA / Online (AnyWare)

  • Apr 3 - 5 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Rockville, MD / Online (AnyWare) Rockville, MD / Online (AnyWare)

  • May 29 - 31 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare)

  • Jul 24 - 26 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    New York / Online (AnyWare) New York / Online (AnyWare)

  • Aug 21 - 23 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Toronto / Online (AnyWare) Toronto / Online (AnyWare)

  • Sep 11 - 13 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Alexandria, VA / Online (AnyWare) Alexandria, VA / Online (AnyWare)

Guaranteed to Run

When you see the "Guaranteed to Run" icon next to a course event, you can rest assured that your course event — date, time, location — will run. Guaranteed.

ITIL Unlimited Access Training Information

You get annual access to an on-demand ITIL CSI course, unlimited retakes of our 3 day instructor-led class, official courseware, and support directly from the course instructor.

  • Prerequisites 

    • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Certification Information

    • Achieving the ITIL Intermediate Qualification: Continual Service Improvement certificate provides three credits toward your ITIL Expert certification
  • All-Inclusive — ITIL Exam Success Package, After-Course Coaching, Exam Fee

    Learning Tree is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes for a year, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps. ITIL course attendees that would like to retake their ITIL course or exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

On-Demand Training Outline

  • Module 00: Course Introduction - ITIL® 2011: Continual Service Improvement

  • Module 01: Exam Tips

    • Understanding the exam process
    • Exam questions and grading
    • Taking the exam
    • Using the practice exams
  • Module 02: Service Management as a Practice Part 1

    • Lifecycle Review
    • Processes
    • Generic Roles
  • Module 03: Service Management as a Practice Part 2

    • Purpose, Objectives and Scope of CSI
    • CSI Roles and Responsibilities
    • RACI Model Overview
  • Module 04: Service Management as a Practice Part 3

    • CSI Inputs/Outputs
    • CSI Challenges
    • CSI CSFs & Risks
    • Exam Questions Exercise: Sample Exam 1 - Questions 2, 4 Sample Exam 2 - Question 5, 8
  • Module 05: CSI Principles

    • Management Principles for CSI
    • 7 Step Improvement Process
    • Governance
    • Other Frameworks
    • Exercise: CSI Day-to-Day Activities
    • Exam Question Review: Sample Exam 1, Question 4 Sample Exam 2, Question 8
    • Exam Questions Exercise: Sample Exam 1 – Question 7
  • Module 06: CSI Process Part 1

    • Purpose, Objectives & Scope of 7-Step
    • Value to the Business
    • 7-Step Improvement Process Introduction
  • Module 07: CSI Process Part 2

    • The 7 Steps Analyzed
    • Strategy for Improvement
    • Defining Measurement
    • Gathering and Processing Data
    • Data Analysis and Presentation
    • Implementation of Improvements
    • Roles specific to the 7-step
  • Module 08: CSI Process Part 3

    • Triggers, Inputs/Outputs and Interfaces
    • Integration to SM Processes
    • Exercise: Process Interfaces
    • Metrics, Challenges and Risks
    • Exercise Review: CSI Day-to-Day Activities
    • Exam Questions Exercise: Sample Exam 1 – Question 8 Sample Exam 2 – Question 6
  • Module 09: CSI Methods and Techniques Part 1

    • Assessments
    • Gap Analysis
    • Benchmarking
  • Module 10: CSI Methods and Techniques Part 2

    • Service Measurement
    • Managing Measurement
    • Metrics
    • Reporting
  • Module 11: CSI Methods and Techniques Part 3

    • Measuring and Reporting Frameworks
    • SWOT
    • ROI
    • Business Case
    • Service Reporting
  • Module 12: CSI Methods and Techniques Part 4

    • CSI and Service Management Processes
    • SLM, Availability Management, Capacity Management, ITSCM
    • Problem Management, Knowledge Management
    • Exam Question Review: Sample Exam 2, Question 6
    • Exam Questions Exercise: Sample Exam 1 – Questions 1, 5 Sample Exam 2 – Questions 1,2 and 3
  • Module 13: Implementing CSI

    • The Role of Governance and COBIT
    • Organizational Change)
    • Communicating Strategy and Plan
    • Exercise: Develop and Use the Balanced Scorecard
    • Exam Review: Sample Exam 1, Question 5
    • Exam Questions Exercise: Sample Exam 1, Questions 3, 6
  • Module 14: CSI Technology Considerations

    • Technology Considerations
    • Tools to Support CSI Activities
    • Exercise Review: Develop and Use the Balanced Scorecard
    • Exam Questions Exercise: Sample Exam 2, Questions 4, 7

ITIL Continual Service Improvement FAQs

  • How will I access my course materials if I choose this method?

    Once payment is received, you will receive an email from Learning Tree with all the links and information you need to get started.

  • What background do I need to take the instructor-led class?

    Basic IT literacy and around two years of IT experience.

  • What do I need to complete before the instructor-led class?

    • Before your event, you will be sent a Pre-Course Study Guide and the Release, Control and Validation ITIL Intermediate Capability Handbook, which you should read as part of the 12 hours of personal study.
    • You should acquire and read the ITIL Service Operation core publication, focusing on Chapter 2, and review your ITIL Foundation course materials
  • How do I use my exam voucher to take the ITIL CSI exam?

    The ITIL Continual Service Improvement exam can be taken on the last day of the course (in-class), or any time after the instructor-led or on-demand course is completed via ProctorU (online) or at an eligible testing center.

  • How do I receive PMI PDU's for the on-demand course?

    This on-demand course qualifies to provide you with continuing education credits in the PMI Schema. To record your PDU's follow these steps:

    • Go to https://www.pmi.org/  
    • Log in using your registered user name
    • Go to myPMI, then select Report PDUs on CCRS
    • Select Course or Training category
    • Fill in all required information

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