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ITIL® Intermediate – Lifecycle modules – Continual Service Improvement (CSI) – accredited training


24.02.2016 - 26.02.2016




From 2600

Additional informations:

The cost indicated is gross for companies

The cost indicated is gross to individuals

Training cost:2600 zł

Price of Intermediate exam900 zł

PDU: 21

The Course Description

This 3-day course immerses learners in the overall concepts, processes, policies and methods associated with the Continual Service Improvement (CSI) phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the CSI stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.

The Main Modules


  1. Introduction
  2. Service management as a practice
  3. Continual service improvement principles
  4. Continual service improvement processes
    1. The seven-step improvement process
  5. Continual service improvement methods and techniques
  6. Organizing for continual service improvement
  7. Technology consideration
  8. Implementing continual service improvement
  9. Challenges, risks and critical success factors
  10. Additional topics:
    1. Example of continual service improvement register
    2. Risk assessment and management

Target Audience

Candidates for this course must:

  • hold an ITIL Foundation Certificate (holders of Foundation certificate from an earlier version of ITIL , e.g.: earlier ITIL qualifications, must pass the current ITIL Foundation exam before attending this course),
  • there is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable.

Benefits from Training

Upon completion of this course and examination, the learner will gain competencies in:

  • understanding Service Management as a Practice and CSI principles, purpose and objective,
  • understanding how all CSI processes interact with other Service Lifecycle processes,
  • the sub-processes, activities, methods and functions used in each of the CSI processes,
  • the roles and responsibilities within CSI and the activities and functions to achieve operational excellence,
  • how to measure CSI performance,
  • understanding technology and implementation requirements in support of CSI,
  • the challenges, critical success factors and risks related with CSI.



  • evidence of ITIL Foundation Certificate and completion of CSI Lifecycle course from an Accredited Training Provider is required to sit the exam,
  • it is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the CSI book in preparation for the examination,
  • the exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions,
  • exam duration is a maximum 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary),
  • each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
  • pass score is 28/40 or 70%,
  • distinction pass score is under consideration,
  • upon successful passing of the ITIL CSI Lifecycle exam, the student will be recognized with 3 credits in the ITIL qualification scheme.
  • Project Management Institute – Professional Development Units (PDUs) = 24
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The price includes training manual
The price includes the Foundation exam
The price includes the Intermediate exam
The price includes the Practitioner exam
W cenę wliczono podręcznik PMBOK Guide 5th edition
W cenę wliczono symulator pytań egzaminacyjnych
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