ITILŪ Continual Service Improvement (CSI) Certification Training


Course Overview:

Service improvement must be in the spotlight for expanding the productivity, boosting the viability and streamlining the cost of services and the hidden IT service administration forms. The best way to do this is to guarantee that improvement openings are recognized all through the whole service lifecycle.

The primary purpose of Continual Service Improvement (CSI) is to continually align IT services repeatedly to meet changing business needs by identifying and implementing improvements to IT services that support business processes.

CSI seeks ways and methods to improve process effectiveness, efficiency, and cost-effectiveness.

Note: Appearing for the certification exams is mandatory and exam will happen on training day.

Key Features:

  • Online and classroom training sessions every weekend
  • Accredited study materials
  • Exam Preparation
  • Real-life case studies of ITIL Implementation

When is Next Batch


What will I learn?

In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the Continual Service Improvement (CSI) phase of the service lifecycle. You’ll learn more about managing and controlling the activities and techniques within the CSI stage, not the details of each of the supporting processes. This course includes lectures, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and positions you to successfully complete the associated exam.

The main process focus areas of this course include:

  • Service management as a practice and CSI principles, purpose, and objective
  • How all CSI processes interact with other service lifecycle processes
  • Sub-processes, activities, methods, and functions used in each of the CSI processes
  • Roles and responsibilities within CSI and the activities and functions to achieve operational excellence
  • How to measure CSI performance
  • Technology and implementation requirements in support of CSI
  • Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks related with CSI

Other objectives include:

  • Review, analyze and make recommendations on improvement opportunities in each lifecycle phase
  • Service strategy
  • Service design
  • Service transition
  • Service operation
  • CSI itself
  • Identify and execute singular exercises to enhance IT service quality and enhance the productivity and Adequacy of empowering ITSM forms
  • Improve cost viability of conveying IT services without yielding consumer loyalty
  • Ensure applicable quality management method is used


Module 1: Introduction to Continual Service Improvement

  • The purpose of continual service improvement
  • The objectives of continual service improvement
  • The Continual Service Improvement approach
  • The input required from the business for effective improvement
  • Continual service improvement’s value to the business


Module 2: Continual Service Improvement Principles

  • Organizational change
  • CSI register
  • CSI and service frameworks
  • Deming cycle
  • Governance
  • CSI 7 step process
  • IT Governance
  • Frameworks, models, standards and quality systems


Module 3: Continual Service Improvement Process

  • The purpose, objectives and scope of the process and its value to the business
  • The policies, principles and basic concepts which apply to it
  • Triggers, inputs, outputs and interfaces
  • CSFs and KPIs, challenges and risks
  • High level process activities, methods and techniques


Module 4: Continual Service Improvement Methods and Techniques

  • Learn to perform and interpret assessments and gap analysis
  • Learn to perform and interpret benchmarking
  • Learn to perform and interpret balanced scorecards, SWOT analysis, and service reports
  • Learn to perform and interpret return on investment
  • Learn to perform and interpret service measurement and metrics


Module 5: Organizing for Continual Service Improvement

  • CSI and their responsibilities
  • Skills and competencies

Module 6: Technology Considerations for Continual Service Improvement

  • Learning Objectives
  • IT service management tools
  • Event, performance
  • Project and portfolio
  • Financial management.


Module 7: Implementing Continual Service Improvement

  • Implementing Continual Service Improvement
  • Role of governance


Module 8: Challenges, Critical Success Factors and Risks

  • Understand the challenges, risks and critical success factors relating to CSI.

Is this right for me?

As with any of the Intermediate modules, it is recommended that candidates have exposure to basic concepts in IT and have atleast two years professional experience working in IT Service Management.

The Continual Service Improvement qualification would suit candidates in the following IT professions or areas:

  • Release Manager
  • Problem Manager
  • Security Administrator
  • Service Desk and Incident Manager
  • Applications Support
  • Network Support
  • IT Operations Manager
  • Security Manager
  • Database Administrator

Cost of ITIL CSI Certification

Standard cost for ITIL® Continual Service Improvement training & certification course is INR 29,500 per participant.

We keep coming with exciting discounts for our participants. Check the current discounted price by calling us. You can also drop an email enquiry and one of our executives will get back to you ASAP.


Pre Requisites:

You must be ITIL® Foundation certified to appear for ITIL Intermediate Continual Service Improvement qualification.


Job Prospects

A lot depends on your professional background, experience, the speed at which you understand ITIL® and the interest you have in the IT processes.

If you are entry-level or have a couple of years of IT experience, you can expect to be hired as a process coordinator. A process coordinator ensures that the administrative activities in a process are carried out as designed. Incident coordinator, change coordinator and configuration analyst are some of the coordinator roles available in ITIL-based IT service management.

At a mid-management level, with a minimum of five years of experience, you may be asked to manage processes end-to-end. You’ll have coordinators reporting to you, and you would be accountable for ensuring those activities in service management which are compliant to the processes. Problem manager, release manager and service desk manager are some of the other managerial roles.



  • Improves metrics and management reporting
  • Increases the overall quality of business operations
  • Helps the business plan for investments according to business needs
  • Minimizes the communication gap between the customer and service provider
  • Improves the quality and availability of services
  • Improves employee productivity due to increased reliability and availability of IT services
  • Increases employee effectiveness by improving productivity, teamwork and communication
  • Identifies roles and responsibilities for IT professionals
  • Provides long-term financial benefits



The certification exam will be conducted after the training program:

See exam details below:

  • Exam Format - 8 questions based on scenarios
  • Answer Options - 5 Marker, 3 Marker, 1 Marker, 0 Marker (Distracter)
  • Open Book - No
  • Exam Duration - 2 Hours
  • No. of Questions - 8
  • Passing Criteria - 26 out of 40 (65%)
  • Result - Immediately after the exam
  • Certificate – Within 5 business days


Training Delivery Style:

This ITIL Intermediate CSI Certification focuses on experiential learning. The material of this course is divided into 60-90 minutes of interactive sessions.

Not only this, if you are participating, expect yourself to get indulged with interesting group activities. By this, you will get a chance to put the theory into action.

This training will be nothing like any ordinary training you imagine. We follow a vast range of creative methodology which will allow you to wrack your grey matter and boost your energy up to participate. 

The key features of our training program would be:

  • Training sessions in a storytelling format
  • Exhibition of concepts with the help of professional examples
  • Self-analysis and group discussions
  • Case studies as the application of the concepts which were taught
  • Vibrant presentations along with individual and team activities
  • Post-training reading suggestions



ITIL Service Improvement training will be delivered by our Accredited Trainers using Accredited training material.

Trainers for this batch are highly experienced professionals with 12+ combined years of industry experience. They are working in one of the top MNCs as an ITIL consultant and delivering training as a freelance consultant with NovelVista.

They’ve delivered training for more than 5000 professionals to date.

Their core expertise includes:

  • ITIL Consulting & Implementation
  • GAP Analysis, ISO Audits
  • Process/Service Improvement Using Lean Six Sigma
  • Process Definition, Implementation & Compliance
  • Process Hygiene (ISO 20000)
  • Quality Assurance & Program Governance

Instructors Achievements:

  • Certified ITIL V2 Master
  • ITIL V3 Expert
  • AXELOS Accredited Trainer
  • PRINCE2 Practitioner
  • PMP Certified
  • Lean Six Sigma Black Belt


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I did my AWS certification training during my lockdown via e-learning and Mr. Ashok was my tutor. I am really impressed by the way he taught the course and it was more of real-time than the usual ppts. Thank you Novel Vista.

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I have attended a 3 day class room training for AWS from Novelvista. They have extremely professional and very friendly trainer with superior experience and the arrangements for training, co-ordination and facilities provided were also of high standards. I appreciate the effort and support by Novelvista. Thank you very much.

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Register Your Interest by clicking on this link: Register Now

Of Course! How else will you go through the topics you heard about then? We provide hard and soft copies of the entire study material to you right after the training session!

ITIL Intermediate Continuous Service certification is valid for a lifetime. You don’t have to renew it again and again.

We provide practice tests for the ITIL Intermediate Continuous Service course as well as Q&A sessions and interactive group discussions.

The amount we take is for the training and certification both. You won’t have to pay twice for one course at NovelVista.

We keep arranging lucrative discounts for our previous participants. Drop a query regarding this and one of our executives will inform you regarding this right away!

If you are stuck or in another city or not being able to make it to our classroom for any reason, you can attend our virtual training sessions from home and appear for ITIL Intermediate Continuous Service Certification Exam afterward.

* Your personal details are for internal use only and will remain confidential.


* Your personal details are for internal use only and will remain confidential.

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