The Continual Service Improvement (CSI) module is one of the qualifications within the ITIL Service Lifecycle work stream. 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 CSI qualification focuses on how organizations and individuals can strategically review the products and services they have 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. It also includes guidance on the tools and technology that can be used to support CSI activities as well as how to evaluate risks and critical success factors.
The course covers management and control of activities and techniques within the Continual Service Improvement phase of the ITIL Lifecycle, but it does not provide the full detail of each supporting process.
- Individuals who require a detailed understanding of the ITIL CSI phase of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization.
- IT professionals working within, or about to enter, a CSI environment and requiring a detailed understanding of the concepts, processes, functions and activities involved in continual service improvement.
- Introduction to Continual Service Improvement (CSI)
- Continual Service Improvement (CSI) Principles
- Continual Service Improvement (CSI) Seven-Step Process
- Continual Service Improvement (CSI) Methods and Techniques
- Organizing for Continual Service Improvement (CSI)
- Technology Considerations
- Implementing Continual Service Improvement (CSI)
- Challenges for CSI
- Critical Success Factors and Risks
- Associated Risks
- Eight (8) multiple choice questions
- Gradient-scored questions
- Length of test: 90 minutes
- Pass score is 70% or better is required to pass