ITIL® Lifecycle - Continual Service Improvement

The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Continual Service Improvement publication. 

The ITIL Intermediate Qualification: Continual Service Improvement (CSI) Certificate is a free standing  qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. 

Course Syllabus:

• Learning Unit CSI01: Introduction to continual service improvement
• Learning Unit CSI02: Continual service improvement principles
• Learning Unit CSI03: Continual service improvement process
• Learning Unit CSI04: Continual service improvement methods and techniques
• Learning Unit CSI05: Organizing for continual service improvement
• Learning Unit CSI06: Technology considerations 
• Learning Unit CSI07: Implementing continual service improvement 
• Learning Unit CSI08: Challenges, critical success factors and risks

Prerequisite Entry Criteria:
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management which must be presented as documentary evidence to  gain admission. 

Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be required: 

• Earlier ITIL (V2) Foundation plus Foundation Bridge 
• ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).

Eligibility for Examination:
To be eligible for the ITIL Intermediate: Service design qualification, candidates shall fulfil the following requirements:

• At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited elearning solution) for this syllabus, as part of a formal, approved training course/scheme
• A basic IT literacy and around 2 years IT experience are highly desirable 
• Hold the ITIL Foundation Certificate in IT Service Management
• It is also recommended that students should complete at least 21 hours of personal study by  reviewing the syllabus and the ITIL Service Design publication in preparation for the examination, specifically Chapter 2: Service management as a practice.