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The ITIL Continual Service Improvement (CSI) certificate is part of the ITIL Intermediate Lifecycle stream and one of the modules that leads to the ITIL Expert qualification

This qualification presents a complete overview of CSI including all its related activities: to continually align and realign IT services to changing business needs by identifying and implementing improvements to IT services that support business processes. The qualification reviews improvement activities as they support the lifecycle approach through service strategy, service design, service transition and service operation.

This 3 day course immerses learners in the contents of the ITIL CSI publication, with a management and governance focus, butnot the detail of each of the specific supporting processes

Benefits of Attending

  • Creates insight in the concepts, processes, policies, and methods associated with the Continual Service Improvement (CSI) phase of the Service Lifecycle
  • Creates management capabilities needed to deliver quality Service Management practices with a specific focus on the management and control of the activities and techniques within the CSI stage
  • Hold an internationallyrecognizedcertification of ITIL Intermediate Lifecycle Continual Service Improvement

Course Structure

This course is a 4 day instructor-led course with limitedclass size. It uses a combination of lectures, group discussions, practical exercises and sample exams.

The course includes:

  • A copy of the developed courseware
  • Continual Service Improvement pocket book
  • the official ITIL Lifecycle CSI Exam

We recommend that you have access to the ITIL CSI core Publication-alternatively we can provide it at a discounted price.

Who Should Attend

  • Individuals who require a detailed understanding of the CSI stage of the ITIL service lifecycle and how it may be implemented to enhance the quality of ITservice provision
  • IT professionals working within, or about to enter, a CSI environment
  • Individuals who have attained the ITIL Foundation and wish to advance to higher level ITIL certifications

The target group includes but is not limited to:

  • CIOs and CTOs
  • Managers, Supervisors & Team Leaders
  • Service designers
  • IT architects, IT planners & IT consultants
  • IT audit managers
  • IT security managers

Fast facts

  • Credits - 3 credits to ITIL Expert
  • Duration 4days
  • Service designers
  • Delivery option:
    • In house classromm delivery
    • National Public Schedule

Course Outline

  • Introduction to CSI
  • CSI principles
  • CSI process
  • Organizingfor CSI
  • Technology considerations
  • Implementing CSI
  • Challenges, critical success factors and risks


Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (2 credits) from the 2011 edition, V3Foundation Course or V2 Foundation plus a Bridge Certificate.
Documentary evidence (a copy of the certificate) must be presented to be eligible for this certification level

Who Should choose ITGRC training

ITGRC training is focused on ensuring you build your capability while your career
With real world practicing consultant as your trainers, you are assured to receive a rich and insightful education experience with expert from the field

  • Peer network: spend an intense period in classroom sharing war stories and experience building your contacts and learning from experts and peers
  • The highest exam pass rates Our student consistently achieved above average
  • The best courses at competitive price


Closed book,
supervised exam. Eight (8) multiple choice, scenario-based, gradient scored questions.
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.
Duration Maximum 90 minutes for all candidates in their respective language and there are provisions for additional time relatingto language.
Pass Score 28/40 or 70%.

Commencement Date : on Request

Venue:No.11/21,1/1,Melder Place, Nugegoda,Sri Lanka.

To Register:

Call: Mrs Rupasingeh +94 772300268
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
On-Line Registrations: http://itgrc.lankapanel.biz/


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