ITIL® Service Lifecycle: Continual Service Improvement

Ready to improve and enhance your IT Services? Learn Continual Service Improvement...

Lifecycle modules are the next step for anyone seeking or in a management role. The courses give a better understanding of the fundamental drivers for the need for IT services and provides superior, best-practice knowledge (4 days, 3 points towards ITIL® Expert qualification). 


Bringing a service into the live environment isn't the end of the journey. Throughout a service's life, making continual improvements is vital in order to align with the demands of an organisation.



Course Code
4 Days
Delivery Style
Course Type
Public or Private
Max Delegates
Special Instructions
Photographic ID is required to sit the examination (please see below )
Available as Nutshell

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Purpose of this course

It builds on the knowledge gained from ITIL Foundation Level.

The course will run through how this phase aligns with the other steps within the ITIL framework. It will study how to continually measure and report the steps. It also touches upon using the Demings Cycle and the 7-Step Improvement process are central to this aim of continual improvement.

Who is this course for

Suitable for individuals who require a deeper understanding of the Continual Service Improvement stage of the Service Lifecycle.

There is no direct correlation between this course and any of the ITIL Intermediate Capability course. Although improvement is discussed throughout the capability stream; this course is relevant regardless of any other courses taken.

You will learn how to
  • Demonstrate the core principles that underpin the ITIL service management framework
  • Understand the purpose of Continual Service Improvement
  • Use principles and techniques to manage organisational change
  • Manage, measure and demonstrate the value of implementing the following processes :
  • Utilise the Measurement process and understand why measuring is important
  • Create effective Reporting methods, suitable for different audiences needs
  • Implement the 7-Step Improvement process
  • Organise for delivering service improvement
  • Carry-out toolset selection using best practice techniques
  • Prepare for the PEOPLECERT Intermediate Certificate in Continual Service Improvement exam.
Benefits for your organisation

Organisations with employees that have a greater understanding of improving services throughout the ITIL lifecycle, means the availability and capability of a service can be ensured. Maximise productivity of staff and manage organisational change effectively.

Benefits for you as an individual

You will be taught about the Continual Service Improvement aspect of the extremely well recognised and used framework for delivering services in both the IT and non-IT areas.

This a prerequisite module for individuals moving onto the ITIL Expert Qualification.

Introduction to Continual Service Improvement
  • The main purposes and objectives of Continual Service Improvement (CSI)
  • Explain how CSI contributes to business value
  • How CSI aligns with other ITIL Lifecycle stages
Continual Service Improvement Principles
  • Define the ownership and roles for CSI
  • Explore the frameworks, models, standards and quality systems that support CSI
  • Ensuring effective governance with CSI
  • How to Support the application of CSI with the CSI register
  • Implementing and applying CSI with the Deming Cycle
Continual Service Improvement Processes
  • Looks at the Seven Step Process
Continual Service Improvement Technology Related Activities
  • Implement benchmarking and performing a gap analysis
  • Designing and analysing service measurement frameworks
  • Know how to create a return on investment
Organising for Continual Service Improvement
  • Selecting the right organisational structures that support CSI
  • Considering the responsibilities of the following roles: service owner; process owner; process manager; process practitioner
Technology Considerations
  • Statistical analysis tools and business intelligence and reporting
  • Designing and analysing service measurement frameworks
Implementation and Improvements of Continual Service Improvement

Delegates must already hold the ITIL Foundation Certificate in IT Service Management, gained from the ITIL Foundation course.

Pre-course work required

Complete 21 hours of personal study by reviewing course syllabus and pre-course material

Pre - course material sent 4-6 weeks before course start date


More about the exam

Duration: 90 minutes

Day Taken: Morning of 4th day of course

Exam Type: 8 complex multiple choice questions (closed book)

Pass Rate: 70% - 28/40


Additional Information:

Photographic ID is required to sit the exam, ideally a Passport or Driving License.

Exam results will come directly to you from PEOPLECERT.

This course is eligible for the PeopleCert Take2 scheme, please discuss at point of booking if this is of interest to you.
Exam Fee

About the Lead Trainer

Adam has over 17 years’ experience in IT, training and consultation. He specialises in IT service management, knowing all things COBIT® and ITIL®. Adam always endeavours to put an innovative and engaging spin on his teaching and no two courses are ever the same.