ITIL® 2011 Edition Foundation: Continual Service Improvement

For information technology professionals who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and candidates preparing for the ITIL® Foundation exam.

Please contact us for information about prerequisites.

Expected Duration
90 minutes

IT organizations should incorporate service improvement continually throughout the lifecycle of every service they provide to their customers. Within ITIL®, Continual Service Improvement (CSI) is a stage of the Service Lifecycle that provides IT organizations the tools and processes necessary to continually improve their services. This course is intended to help learners understand how CSI will improve the IT services they offer their customers. This course will assist the learner in preparing for the ITIL® Foundation certification examination and is aligned with the ITIL® 2011 Edition Foundation Syllabus.
ITIL® is a registered trade mark of AXELOS Limited.


Introduction to Continual Service Improvement

  • identify the benefits to a business of adopting and implementing standard and consistent approaches for CSI
  • identify key considerations for implementing CSI
  • recognize typical information that should be included in a CSI register
  • identify key considerations for using the CSI register
  • recognize how the Deming cycle integrates with the CSI seven-step improvement process
  • identify the purpose of using the CSI seven-step improvement process
  • identify considerations for identifying strategies and defining measurements using the CSI seven-step improvement process
  • describe the metrics an organization will need to collect to support CSI and other process activities
  • describe best practices for data processing and analysis using the CSI seven-step improvement process
  • identify situations and scenarios when improvement implementation is appropriate
  • recognize how to use the seven-step improvement process of CSI





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