ITIL® Intermediate: Continual Service Improvement

Course DateLocationDaysPriceRegister
Feb 26, 2018Toronto4 $2,695Register
Apr 30, 2018Toronto4 $2,695Register

Continual Service Improvement Certificate

Description: In partnership with ITSM Academy, DesTech is offering the ITIL® Capability Course - Based on the Continual Service Improvement (CSI) publication within the ITIL® core library, this course focuses on the strategies, concepts and techniques for planning, implementing and optimizing a successful, metrics-driven CSI program. Embedded into the course is our unique virtualization, Living the Lifecycle®. Woven through all ITSM Academy's ITIL® Certification classes, it brings processes and concepts to life. Within this virtual business environment, we introduce a service and then follow it from strategic decision through implementation. Living the Lifecycle® successfully enables active learning by encouraging participants to:

  • Discuss and understand pure ITIL® concepts
  • Apply concepts to a "neutral" real world situation
  • Learn different perspectives
  • Reinforce examinable concepts

Duration: 4 Days - The final day is exam

Audience: CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers involved in the management and control of the activities and techniques within the CSI stage of the Service Lifecycle Individuals who require a detailed understanding of the ITIL® CSI stage and how it may be implemented to enhance the quality of IT service provision within an organization Individuals seeking to achieve the ITIL® Master or ITIL® Expert™ Certification

Prerequisites: ITIL® Foundation - obtained through ITIL® Foundation or Bridge Course


  • 2 years IT Service Management experience
  • A minimum of 21 hours of personal study


  • Continual Service Improvement purpose, goals, objectives and principles
  • Continual Service Improvement processes, models and techniques
  • Organization for Continual Service Improvement
  • Technology for Continual Service Improvement
  • Implementation considerations Critical success factors and risks

CERTIFICATION: Successfully passing (70%) the 90 minute exam, consisting of eight (8) complex, multiple choice, scenario-based questions, leads to the ITIL® Intermediate Qualification - Continual Service Improvement Certificate.

PROJECT MANAGEMENT INSTITUTE (PMI®) PROFESSIONAL DEVELOPMENT UNITS (PDUS): ITSM Academy is recognized by PMI® as a Global Registered Education Provider (R.E.P.). Project Management Professionals earn 22 PDUs upon completion of this course.

ITIL® EXPERT: Earn 3 credits of the 22 required to achieve the ITIL® ExpertT Certification.

COURSE / STUDENT MATERIALS: Upon registration, ITSM Academy will provide a pre-course reading list. Learners will need to complete the reading assignment and bring the Continual Service Improvement book to class.

Three (3) Days Instructor Led Training and Exercise Facilitation (21 Contact Hours) Learner Manual (excellent post-class reference) Study Aids and Sample Exams, Exam Preparation Participation in a Unique Series of Case Study-Based Exercises - Living the Lifecycle® In-Class Examination

Note: The ITIL® core library books are not included with class. Learners must bring their own copy of the Continual Service Improvement book to class, which is available at Upon registration, learners are emailed a copy of the official syllabus to identify class pre-reading.

ITIL® is a registered trademark of AXELOS Limited

Course DateLocationDaysPriceRegister
Feb 26, 2018Toronto4 $2,695Register
Apr 30, 2018Toronto4 $2,695Register