Continual Service Improvement (CSI)

Based on the principles of quality management, CSI ensures that IT services and the IT service environment remain aligned to the constant changes in business and technology. CSI requires commitment to the ethos of quality, through an understanding of current performance, opportunities to improve, and demonstrable progress towards new goals and targets.

 Areas of Study:

  • Introduction to continual service improvement
  • CSI principles
  • CSI process
  • CSI methods and techniques
  • Organizing for CSI
  • Technology considerations
  • Implementing CSI
  • Challenges, critical success factors and risks

Course Cost



3 days



  • Course duration:  3 days (including examination)
  • Pre-requisites:  Foundation certificate in IT Service Management (ITIL) is the only pre-requisite for this course
  • Examination (complex multiple choice) is taken on course completion
  • Points awarded: 3
  • Course Dates:  See Course Schedule

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