ITIL: Intermediate – Continual Service Improvement (CSI)


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Prerequisite: ITIL® Foundation Certificate

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ITIL® Intermediate – Continual Service Improvement (CSI) focuses on how organizations and individuals can strategically review the products and services they have produced.

CSI focuses on how to strategically review the products and services produced following the strategy, design, transition and operation stages of the IT Service Lifecycle and offers guidance on how this process should be organized and executed. CSI also includes guidance on the tools and technology that can be used to support related activities and how to evaluate risks and critical success factors. Additionally CSI covers best practices to help businesses and projects continue to meet and adapt to the changing needs of end users, while at the same time improving efficiencies and returns on investment.

This course is one of five core publications in the ITIL lifecycle:
ITIL Service Strategy
ITIL Service Design
ITIL Service Transition
ITIL Service Operation
ITIL Continual Service Improvement

These five volumes map the entire ITIL Service Lifecycle, beginning with the identification of customer needs and drivers of IT requirements, through to the design and implementation of the service and finally, the monitoring and improvement phase of the service.

This course is offered in two ways – please choose your “Study Option”:
1. Virtual Live Instructor-Led training (VILT) 3 days in duration
2. Online Self-Paced with access to the online training library available 24×7 for 180 days after purchase. This course is the equivalent to a three day course (approx. 24 – 28 hours) and comes with access to open office hours to ask questions if you get stuck!
**Exam Vouchers much be purchased from PeopleCert after training has been completed.


*courseware accredited by peoplecert™

Study Options

Virtual Instructor-Led (VILT), Online Self-Study

VILT Dates

Mar 4-27, N/A

About ITIL®

ITIL is the most recognized framework for IT service management in the world. ITIL helps service providers with best practice guidance on the provision of quality IT services, and the processes, functions and other capabilities needed to support them. This framework provides a cohesive set of best practices, drawn from the public and private sectors internationally.

ITIL Key Capabilities:
Support Business Outcomes
Enable Business Change
Optimize Customer Experience
Show value for money
Continually Improve

Because ITSM (IT service management) is driven both by technology and the huge range of organizational environments in which it operates, it is constantly evolving .ITIL advocates that IT services are aligned to the needs of the business and support its core processes. It provides guidance to organizations and individuals on how to use IT as a tool to facilitate business change, transformation and growth.

ITIL Best Practices:
ITIL best practices underpin the foundations of ISO/IEC 20000 (previously BS15000), the international Service Management standard. This standard was initially developed to align with the service management best practice specifically defined by ITIL, but can support other IT Service Management frameworks.

ITIL® Certification Track

ITIL® Qualification Scheme

The ITIL Qualifications scheme provides a modular approach to the ITIL framework, and is comprised of a series of qualifications focused on different aspects of ITIL Best Practice, to various degrees of depth and detail.

These are the levels of qualifications within the scheme:

  • ITIL Foundation
  • ITIL Intermediate Level
  • ITIL Managing Across the Lifecycle
  • ITIL Expert Level
  • ITIL Master Qualification

The modular, tiered structure of the qualification not only offers candidates the flexibility in relating to the different disciplines and areas of ITIL, but generally makes ITIL qualifications more accessible and achievable.

Exam Format

  • Prerequisite for exam: ITIL® Foundation Certificate
  • Multiple choice examination questions
  • 40 questions
  • 28 marks required to pass (out of 40 available) – 70%
  • 90 minutes duration
  • Proctored Online Exam. Closed book.

Target Student

CSI is relevant for CIOs, CTOs, Business Relationship Managers, Cyber Resilience Consultants, Service Level Managers, IT Security Architects, IT Security Managers, Business Continuity Managers, IT Consultants, IT Audit managers, and any IT professional involved in continual service improvement.

Course Content