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Continual Service Improvement (CSI)

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itil1 Continual Service Improvement (CSI)

Continual Service Improvement is one of the certification in the ITIL Lifecycle stream which focuses on reviewing the product and services which are produced by Organisation and individuals undergoing strategy, design, transition and operation stages of IT service Lifecycle stream. It provides the guidance on how this all processes can be organized and executed.

Though CSI covers management and control of activities and techniques, it does not gives the whole detail of each supporting process. CSI is Associated with maintaining value for customers by continual evaluation and improvement of the quality of services.

CSI carries an important task of identifying the metric which needs to be monitored out of thousands which are created daily and carried out in each service or process.

The CSI module is worth 3 credit out of 17 required before proceeding for Managing Across Lifecycle module.


Individual Benefits

Being certified it helps an individual to stand apart from the competition

Performance of the IT service providers can be measured continually which will help in improving processes.

Employee effectiveness can be increased by improving teamwork, productivity and communication.

Organization Benefits

Increase transparency which helps in detecting areas of improvement and efficiencies

Highlights service excellence of the organization and gain industry recognition of service commitments.

CSI is a differentiator that helps/supports the new business wins.

Helps business plan for investments according to its needs.

Overall quality of business operations can be enhanced.

Target Audience

IT Strategists

Delivery Managers

Chief information officers (CIOs)

Chief technology officers (CTOs)

Supervisory staff

IT security managers

Service designers

IT architects

IT planners

IT consultants

IT audit managers

Course outline

Introduction to Continual Service Improvement

Service Continual Service Improvement

Continual Service Improvement Process

Continual service improvement methods and techniques

Organizing for Continual service improvement

Technology Considerations

Implementing Service Operation

Course Duration

2 Days

Exam Information

Multiple choice examination questions

Eight questions per paper

28 marks required to pass (out of 40 available) - 70%

90 minutes duration

Closed book

Certification by



ITIL Foundation

Course Takeaways

2 day of classroom session

Accredited study material

Live examples with informative case studies

Extraordinary training with excellence methodology

Instant exam with preliminary result

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