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ITIL Continual Service Improvement Certificate (ITILCSI)

Intermediate ITIL Lifecycle module leading to ITIL Expert in IT Service Management

Chameleon offers the full portfolio of accredited IT Service Management training leading to all examinations in the new ITIL Qualifications scheme


3 days including 90 minute ITIL CSI multiple choice scenario based examination.

Course Code

Credits Awarded

Public Course Price
£ 900.00 plus VAT including examination

Target Group

  • CIOs, Architects, IT Consultants, IT Managers, IT Audit, IT Planners
  • Individuals who require a detailed understanding of ITIL CSI
  • IT and Business Assurances Professionals working in the CSI environment
  • Individuals seeking the ITIL Expert Certification in IT Service Management
  • Individuals seeking progress to the ITIL Master in IT Service Management
  • All IT Professionals wishing to progress through the qualification scheme


  • Understand the importance of Service Management as a practice concept
  • How CSI interacts with other Service Lifecycle processes
  • Understand CSI principles, policies, procedures, purpose and objective
  • How ITIL CSI contributes to achieving Service Improvement excellence
  • Understand new ITIL CSI processes and roles
  • How to undertake and measure ITIL CSI through governance and service measurement
  • Understand technology considerations surrounding ITIL CSI
  • Identify the challenges, success factors and risks with ITIL CSI
  • Undertake the new ITIL Continual Service Improvement examination!

Pre Requisite
Existing holders of ITIL Foundation Certificate plus Bridge Certificate

Continual Service Improvement and Examination Course Content

  • Introduction to Continual Service Improvement
  • Continual Service Improvement principles
  • The effective use of internal and external benchmarks
  • Ensuring corporate and IT Governance
  • How frameworks, models, standards and quality systems support CSI
  • The Continual Service Improvement process
  • The 7 Step improvement process
  • Implementation and improvement road map
  • Service Reporting and Service Measurement
  • The concept of Return on Investment (ROI) for CSI
  • Continual Service Improvement methods and techniques
  • Organisation and staffing for Continual Service Improvement
  • Implementation of Continual Service Improvement
  • Skills and competencies within CSI
  • The RACI Matrix
  • Technology considerations for Continual Service Improvement
  • Critical success factors, challenges and risks with CSI

Course Documentation
Chameleon as an Accredited Training Organisation (ATO) will provide for each candidate all course documentation, new CSI quick reference guides, new ITIL glossary of terms, sample papers and access to all new AXELOS publications in readiness to undertake the ITIL Continual Service Improvement examination.

Examination for ITIL CSI Certification
Candidates will undertake Eight (8) multiple choice, scenario based, gradient scored questions. in the 90 minute closed book examination. The 90 minute multiple choice examination is undertaken in the afternoon at the end of the three day course. A pass mark of 70% is required in order to be awarded the ITIL Continual Service Improvement Certification and 3 credits.

Examination Results
The results will be received directly by candidates approximately 2-3 weeks following the examination

Course booking hotline + 44 (0) 113 289 2332
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