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ITIL® Lifecycle Course – Continual Service Improvement (CSI)

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The old adage “If you are not moving forward, you are moving backwards,” sums up the need for organizations to continually improve service quality, operational efficiency and business continuity. Based on the Continual Service Improvement (CSI) publication within the ITIL® core library, this course focuses on the strategies, concepts and techniques for planning, implementing and optimizing a successful, metrics-driven CSI program.

Embedded into the course is our unique virtualization, Living the Lifecycle®. Within this virtual business environment, we introduce a service and then follow it from strategic decision through implementation. Living the Lifecycle successfully enables active learning by encouraging participants to:

  • Discuss and understand pure ITIL concepts
  • Apply concepts to a “neutral” real world situation
  • Learn different perspectives
  • Reinforce examinable concepts


Successfully passing (70%) the 90 minute exam, consisting of eight (8) complex, multi-ple choice, scenario-based questions, leads to the ITIL Intermediate Qualification – Continual Service Improvement Certificate.

Project Management Institute (PMI®) Professional Development Units (PDUS):

Project Management Pro-fessionals earn 22 PDUs upon completion of this course.


As with all ITSM Academy Training, our instructors have successful track records as IT professionals and bring that acumen into the classroom. Utilizing the highest quality content, our trainers blend their real life experiences into lively classroom discussion. Instructors for this course are ITIL Experts, ITIL Continual Service Improvement Certified and have successfully completed ITSM Academy’s Continual Service Improvement (CSI) Train-the-Trainer Program.

Course/Student Materials:

  • Three (3) Days Instructor Led Training and Exercise Facilitation (21 Contact Hours)
  • Access to pre-course recorded training
  • Reviews key ITIL Foundation concepts
  • Describes pre-class reading and assignments
  • Provides tips for exam preparations
  • Learner Manual (excellent post-class reference)
  • Study Aids and Sample Exams, Exam Preparation
  • Participation in a Unique Series of Case Study-Based Exercises – Living the Lifecycle
  • In-Class Examination

Note: Learners must bring their own copy of the Continual Service Improvement book to class.


Upon successful completion learners will understand:

  • Continual Service Improvement purpose, goals, objectives and principles
  • Continual Service Improvement processes, models and techniques
  • Organization for Continual Service Improvement
  • Technology for Continual Service Improvement
  • Implementation considerations
  • Critical success factors and risks


Candidates for this course have:

  • ITIL Foundation – obtained through ITIL Foundation or Bridge Course
  • 2 years IT Service Management experience
  • A minimum of 21 hours of personal study


The primary audience is:
  • CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers involved in the management and control of the activities and techniques within the CSI stage of the Service Lifecycle
  • Individuals who require a detailed understanding of the ITIL CSI stage and how it may be implemented to enhance the quality of IT service provision within an organization
  • Individuals seeking to achieve the ITIL Master or ITIL Expert™Certification
ITIL® is a registered trade mark of the AXELOS Limited IT Infrastructure Library® is a registered trade mark of the AXELOS Limited The Swirl logo™ is a registered trade mark of the AXELOS Limited Accredited course material is property of ITSM Academy  
$2495.00 List Price

3 Days Course

Class Dates

Request a Date or a Private Class below.

MAX Educ. Savings
22 PDU's
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