ITIL® Service Lifecycle Continual Service Improvement

  • Training includes real world examples to help the delegates in understanding the concepts easily

  • Pearce Mayfield offers the best price in the industry

  • We are trusted by many leading brands

Key Points About ITIL® Service Lifecycle Continual Service Improvement

237 Learners Recommended

Duration: 3 Days*

Pre-course Reading: 2-5 Hours

Accredited: Yes

Book Now

ITIL® Service Lifecycle Continual Service Improvement

Course Overview

Pearce Mayfield’s ITIL® Service Lifecycle - Continual Service Improvement course enable the ITIL® Foundation holders to acquire essential knowledge and skills required for managing and controlling the activities and techniques within the CSI stage.

Continual Service Improvement uses following the seven-step process to guide how to collect and use data:

  • Define objectives
  • Identify what to measure
  • Collect data
  • Process data
  • Analyse data
  • Present and use information
  • Implement changes


The exam will be conducted at the end of the training to verify the knowledge of the delegates. Each delegate has to clear the exam in order to get certified. Our trainers make sure that the delegates get the maximum out of the training. The exam has to be completed in the specific time period; no extra time will be provided. All the details regarding exam will be provided by our trainer at the end of the training.

The exam format will be:

  • 8 multiple choice questions (MCQ’s)
  • 70 percent marks to clear the exam
  • Exam duration- 90 minutes

Course Outline

Overview of Continual Service Improvement (CSI)

  • Define CSI
  • Scope and objective of CSI
  • Importance and purpose of CSI
  • How to embed CSI into organisational processes
  • How to create business value
  • CSI approach

CSI Principles

  • Principles of CSI
  • Establish accountability
    • Define unambiguous ownership and roles
    • Support CSI application and register
    • Service Level Management and CSI
  • Provide adequate governance
    • Knowledge management
    • Apply or implement CSI with the demand cycle
    • Service Measurement
    • Ensure effective governance with CSI
    • Support CSI with frameworks, models, standards and quality systems

The seven-step Improvement Process

  • Determine what to measure
    • Define what to measure
    • Conduct gap analysis
  • Gather Data
    • Data processing
    • Analysing data
    • How to present and use the information?
    • Implement corrective actions
    • Integrate CSI with the other stages of the service lifecycle

CSI Methods and Techniques

  • Activities for delivering CSI
    • Perform gap analysis
    • Implement benchmarking
    • Design and analyse service measurement frameworks
    • Create ROI (Return on Investment)
    • Articulating service reporting
  • Key metrics
    • Technology metrics
    • Process metrics
    • CSFs and KPIs
    • Service metrics
    • Initiating a SWOT analysis
    • Measure benefits to the business
  • Support CSI activities
    • Availability Management
    • Capability Management
    • IT Service Continuity Management
    • Problem Management
    • Knowledge Management

Organisation and Technology Considerations

  • Define roles and responsibilities
  • Organisational structure supporting CSI
  • Systems and Network Management Tools
  • Automated incident and problem resolution
  • Statistical analysis tools
  • Business intelligence and reporting

Implementing Continual Service Improvement

  • Key considerations
    • Analyse the starting point
    • Relating role of governance
    • Determine the effect of organisational change
    • Develop a communication strategy
  • Implementation challenges and risks
    • Establish critical success factors
    • KPIs
    • Develop risk-benefit analysis

The delegates must hold ITIL® Foundation Certificate in IT Service Management before attending this course.

  • The professionals who want to gain more information about ITIL® best practices
  • Anyone responsible for managing ITIL® processes and involved in the improvement activities of the Service Lifecycle

The ITIL® Service Lifecycle Continual Service Improvement Cost in United Kingdom Starts from £71495.00

Please see our ITIL® Training courses available in United Kingdom

  • Exam(s) included
  • Key Learning Points
  • Pre Course Material

Get More Information

Still have questions? We’re happy to help.


Dates & Prices

Choose a Location

Choose a Month

Learn from the comfort of your home or office

Join discussions via computer or mobile device

Interact with subject matter experts

40 Hours (on average)

90 Days Access

Certificate upon completion

Schedule and location of your choice

Save on travel costs

Monitor employee development

Key points about this course

237 Learners Recommended

Duration: 3 Days*

Pre-course Reading: 2-5 Hours

Accredited: Yes

Add additional features

6 Months Access - £ 2182748.00

1 Year Access - £ 4376465.00

Personal career coach and career services

Your online (ITIL® Service Lifecycle Continual Service Improvement) package

Upon purchase you will receive a password via the email you used to purchase the course.

You will then be able to login to our online learning platform with your email and password.

You will have access to the platform for 90 days to complete your course.

Course Onsite Enquiry

ITIL® Service Lifecycle Continual Service Improvement

Complete the steps below to receive a quote or more information

Your details

How many employees need training test?

When would you like to take the course test?

How many employees need training?


Discover how we are doing

Our goal is to always provide training of the highest quality for your organisation.

We aim for customer satisfaction across all areas, including price, quality, and learning support. We always use the feedback from clients to continually improve and ensure we surpass expectation. Have a look at our customer reviews that showcase the standard we offer.

97% price

Response Rate

99% price

Positive Rating

Steps For Success

Leading Path To Success