ITIL Life Cycle Module: Continual Service Improvement (CSI) + exam(3d.)


"Fully applicable in my job - trainer was excellent."

L.E., GDF Suez

In this lifecycle module you will gain insight in how to improve your service through continual improvement on all levels. The training ITIL ® Continual Service Improvement addresses how to manage the processes through continual improvement. Continual Service Improvement is the drive to design your processes more effective and efficient through measurement and evaluation of the service. By using Continual Service Improvement you will gain a clear understanding of the performance of services and are able to understand how the services are perceived by customers and suppliers.

In this lifecycle module you will gain insight how to use service management and arrange your services on a strategic level. ITIL ® Service Strategy addresses the context of Service Strategy and howService Strategy can be used to play an important role in your organisation.

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Duration: 21.00 hour(s)
Price: 1750



Location: Brussels
Course language: English


The targets of CSI
  • To validate that delivered services support the ever changing business needs
  • To check the Service Level achievements and to improve the processes where necessary.
Subjects and competencies
  • Benchmarking
  • Service measurement
  • Governance
  • 7 step improvement model
  • Service reporting
  • Deming cycle
  • Ownership
  • Return on investment for Continual Service Improvement
  • Continual Service Improvement and organisational change
  • Exam preparation and exam (in English)
More objectives
  • Address the necessity of Continual Service Improvement in your organisation;
  • Understand the Continual Service Improvement principles and manage these;
  • Advise on Continual Service Improvement plans;
  • Manage internal and external quality;
  • Introduce, drive and manage innovations;
  • Assess and manage risks, challenges and critical success factors that belong to Continual Service Improvement;
  • Manage and coordinate change in relation to Continual Service Improvement initiatives.
Training material
  • Training handout with all presentations, cases and exercises.
  • The book Continual Service Improvement

ITIL® Foundation Certificate in IT Service Management;(the Foundation or Foundation plus Bridge Certificate).


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