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ITIL® Continual Service Improvement (ITILCSI)

Detailed Course Outline


  • Purpose, Goals and Objectives
  • Scope and Approach of CSI
  • Interfaces with Other Lifecycle Phases
  • CSI and Business Value

Methods and Techniques:

  • Assessments
  • Benchmarking
  • Measuring and Reporting Frameworks
  • Balanced Scorecard
  • SWOT Analysis
  • Deming Cycle (PDCA)
  • CSI and Other Service Management Processes


  • 7-Step Improvement Process
  • Service Reporting
  • Service Measurement
  • ROI for CSI
  • CSI and Business Questions
  • CSI and Service Level Management

Implementing CSI:

  • Where to Start?
  • Governance
  • Organisational Change
  • Communications Strategy and Plan


  • Roles and Responsibilities
  • Organisational Context

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