ITIL_CSI, ITIL® Continual Service Improvement Certificate

Kursa ilgums, akadēmiskās stundas:24
Kursa cena, EUR (bez PVN):1250,00


Datums, laiksVietaValoda
2.decembris - 4.decembris, 2019 RĪGA, Tallinas 4Latviski


Apraksts nav pieejams latviešu valodā

Course target

3 days including 90 minute ITIL® CSI multiple choice scenario based examination.


  • CIOs, Architects, IT Consultants, IT Managers, IT Audit, IT Planners
  • Individuals who require a detailed understanding of ITIL® CSI
  • IT and Business Assurances Professionals working in the CSI environment
  • Individuals seeking the ITIL® Expert Certification in IT Service Management
  • Individuals seeking progress to the ITIL® Master in IT Service Management
  • All IT Professionals wishing to progress through the V3 qualification scheme
ITIL® is a registered trade mark of AXELOS Limited

After course students will be able to

  • Understand the importance of Service Management as a practice concept
  • How CSI interacts with other Service Lifecycle processes
  • Understand CSI principles, policies, procedures, purpose and objective
  • How ITIL® CSI contributes to achieving Service Improvement excellence
  • Understand new ITIL® CSI processes and roles
  • How to undertake and measure ITIL® CSI through governance and service measurement
  • Understand technology considerations surrounding ITIL® CSI
  • Identify the challenges, success factors and risks with ITIL® CSI
  • The course takes approximately 10 study hours - then you're ready to book your exam
  • Undertake the new ITIL® Continual Service Improvement examination!

Examination for ITIL® CSI Certification:

Candidates will undertake Eight (8) multiple choice, scenario based, gradient scored questions. in the 90 minute closed book examination. The 90 minute multiple choice examination is undertaken in 6 months after course completion. A pass mark of 70% is required in order to be awarded the ITIL® Continual Service Improvement Certification and 3 credits.

Examination Results:

The results will be received directly by candidates approximately 2-3 weeks following the examination.


Existing holders of ITIL® Foundation Certificate or V2 ITIL® Foundation Certificate plus Bridge Certificate.

Course materials

The student kit includes a comprehensive workbook and other necessary materials for this class.

Course contents

  • Introduction to Continual Service Improvement
  • Continual Service Improvement principles
  • The effective use of internal and external benchmarks
  • Ensuring corporate and IT Governance
  • How frameworks, models, standards and quality systems support CSI
  • The Continual Service Improvement process
  • The 7 Step improvement process
  • Implementation and improvement road map
  • Service Reporting and Service Measurement
  • The concept of Return on Investment (ROI) for CSI
  • Continual Service Improvement methods and techniques
  • Organisation and staffing for Continual Service Improvement
  • Implementation of Continual Service Improvement
  • Skills and competencies within CSI
  • The RACI Matrix
  • Technology considerations for Continual Service Improvement
  • Critical success factors, challenges and risks with CSI