ITIL Continual Service Improvement

The ITIL Continual Service Improvement (CSI) course in Dubai is meant to provide training in the systematic approach that relates to determine the footprint of service improvement efforts, and inculcate opportunities for the same.

The continual service improvement system can only be made fruitful if the system and cycle of consistent improvement is implemented, and it ought to establish the status of the identification of the chances for improvement as an obligation.

One of the most important aspects of CSI is to filter the hundreds of relevant metrics that are created in the regular state of affairs, and to find which ones ought to be monitored.

The Role Of CSFs In ITIL Continual Service Improvement

In most cases, this is done by isolating the critical service factors (CSFs) for each product or service, and the identification of the same.

The CSFs are crucial to the success of a product or service, but also need to be isolated in an efficient manner, which is to say that the metrics for each service be limited to under six.

In order to come up with the CSFs, professionals are going to have to encapsulate the key performance indicators (KPIs), which are going to indicate the spectrum of the presence of CSFs.

As such, in order to drive up efficiency, the usual practice is that each CSF ought to have a maximum of six KPIs as well, and this collection of KPIs also ought to make room for arbitrary or non-empirical elements such as customer satisfaction.

In the case that the service improvement functions according to the requirements laid down by the protocols, chances are the system will produce numerous suggestions for service improvement.

In the vast majority of cases, organizations are not going to have all the resources required to put in place the full set of suggestions, which is the part where prioritization becomes very important.

During the cycle, it is going to be important to isolate the chances for improvement, examine their footprint, and be able to monitor their scope, and thus the need for resources.

The Contents Of The ITIL Continual Service Improvement Course

The ITIL Continual Service Improvement module is part of the ITIL Service Lifecycle and pays heed to the techniques therein, but will not cover the detail of the processes.

This course concentrates on giving candidates an overview of how the processes and tasks discharged at the strategy, operation, design, and transition stages are going to be reviewed and how this stage ought to be executed.

This includes the knowledge of the many components and technological variants at play, at how these things can be used to identify successes and risks.

About Course:

ITIL® Intermediate Service Strategy is a 3 day instructor led course from Learnings24x7 designed to ensure that you clear the certification exam in the very first attempt. 

The Continual Service Improvement qualification is one of five ITIL® Service Lifecycle work Strean. This module focuses on the principles and techniques from the Continual Service Improvement stage of the ITIL Lifecycle, but does not go into detail about specific processes.

The ITIL Intermediate Qualification: Service Strategy 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. 

Target Audience:

Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications. 

The main target candidate for the ITIL Intermediate Qualification: Service Strategy Certificate includes, but is not restricted to: 

  • Chief information officers (CIOs) 
  • Chief technology officers (CTOs) 
  • Managers 
  • Supervisory staff 
  • Team leaders 
  • Service designers 
  • IT architects 
  • IT planners 
  • IT consultants
  • IT audit managers 
  • IT security managers 
  • Individuals who require a deeper understanding of the ITIL service strategy stage of the ITIL service lifecycle and how activities in it may be implemented to enhance the quality of IT service management within an organization 
  • IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking an understanding of the concepts, processes, functions and activities involved in service strategy 
  • Individuals seeking the ITIL Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules 
  • Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.


  • Delegates attending this course must already hold the ITIL Foundation Certificate in IT Service Management
  • A minimum 21 hours of instruction with an Accredited Training Organization
  •  A basic IT literacy and around 2 years IT experience are highly desirable

Course Syllabus:

  • Introduction to ITIL Intermediate – Continual Service Improvement
    • Purpose, Objective, Scope and Value to Business
    • The approach to CSI and the business questions to be asked to ensure that a CSI initiative is warranted
    • The context of CSI in the ITIL service lifecycle
    • The inputs and outputs to CSI
  • Continual Service Improvement Principles
    • How the success of CSI depends upon an understanding of change within an organization
    • How the success of CSI depends upon a clear and unambiguous ownership and accountability
    • How the CSI register supports the application of CSI
    • How CSI drives the adoption of, and is influenced by, service level management
    • How knowledge management is a main element of any improvement initiative
    • How the Deming Cycle is critical to both the implementation and application of CSI
    • How CSI can make effective use of the various aspects of service measurement
    • How CSI can be used to ensure good governance where goals are aligned and good management is achieved
    • How frameworks, models, standards and quality systems fully support the concepts embodied in CSI
  • Continual Service Improvement Processes
    • The seven-step improvement process 
    • Purpose and objectives
    • Scope, Value to Business
    • Policies, principles and basic concepts
    • Process activities, methods and techniques
    • Triggers, inputs, outputs and interfaces
    • How other processes play key roles in the seven-step improvement process
    • Critical success factors (CSF’s) and key performance indicators (KPI’s)
    • Challenges and risks
  • Continual Service Improvement Methods and Techniques
    • When to use assessments and what to assess 
    • How a gap analysis can provide insight into the areas that have room for improvement
    • Benchmarking. Specifically, the candidate will be able to describe and apply the approach to, and implementation of, benchmarking
    • Service measurement, specifically designing and  analyzing service measurement frameworks
    • Metrics, Return on Investment, Service Reporting
    • How availability management techniques and expanded incident lifecycle can be used by CSI
    • How capacity  management techniques, iterative activities and demand management can be used by CSI
    • How CSI needs to take IT service continuity management requirements into consideration and use risk management to identify areas of improvement
    • How problem management supports the activities of CSI
    • How knowledge management supports CSI
  • Organizing for Continual Service Improvement
    • Understand, describe, identify, demonstrate, apply, distinguish, produce decide or analyse the responsibilities, skills and competencies for:
    • Service Owner
    • Process Owner, Process Manager and Process Practitioner
    • CSI Manager
    • The nature of the activities and the skills required for the seven-step improvement process
    • Comparing the CSI manager role with other relevant roles
    • How the responsibility model (RACI) can be used when defining roles and responsibilities in CSI
  • Technology Considerations
    • How the following tools can be used to assist some or all of the activities of CSI:
    • IT service management suites
    • Systems and network management
    • Event management
    • Automated incident/problem resolution
    • Performance management
    • Statistical analysis tools
    • Project and portfolio management
    • Financial management for IT services
    • Business intelligence/reporting
  • Implementing Continual Service Improvement
    • Critical considerations and where to start
    • The role of governance to CSI
    • The effect of organizational change for CSI
    • A communication strategy and plan
  • Continual Service Improvement Challenges, CSF and Risks
    • Challenges
    • Critical Success Factors
    • Risks

Mock Examination

Certification Exam Details:


ITIL 2011 – Intermediate – CSI


Eight (8) multiple choice, scenario-based, gradient-scored questions. Each question will have 4 possible answer options, one 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.


Maximum 90 minutes for all candidates in their respective language

Provisions for additional time relating to language

Candidates completing an exam in a language that is not their mother tongue have a maximum of 120 minutes to complete the exam and are allowed the use of a dictionary.


  • ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications

  • Completion of an Accredited course from an ITIL Accredited Training Provider



Open Book


Pass Score

28/40 or 70%


This examination is available in Online or Paper based format.

Book the course
Available seats
$ 2300
Apply now
View More