• Introduction and Overview
• Goals and scope of CSI
• Purpose of Service Measurement
• Principles of Continual Service Improvement
• Defining ownership and roles
• Predicting and reporting service performance vs. targets
• The 7-Step Improvement Process
• Determining what to measure
• Gathering the data with monitoring tools and manual processes
• Supporting Processes
• Methods and Techniques
• Activities for delivering Continual Service Improvement
• Key metrics
• Organization and Technology Issues
• Implementing Continual Service Improvement
• Key considerations
• Implementation challenges and risks

• Justifying the role of continual service improvement
• Applying the 7-step improvement process to enhance service quality and operational performance
• Conducting a SWOT analysis
• Creating a communication plan to engage the organization around CSI for IT service management
• Prepare for and take the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam
• Plan key activities for Continual Service Improvement processes in the context of the Service Lifecycle
• Optimize the quality of IT service provision within an organization
• Measure Continual Service Improvement processes using critical success factors and key performance indicators

Measure Service Design processes using critical success factors and key performance indicators

• Individuals who require a detailed understanding of the ITIL Service Operation phase of the ITIL core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
• IT professionals working within or about to enter a Service Operation environment and requiring an understanding of the concepts, processes, functions and activities involved
• Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules
• Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite

ITIL V3 Foundation Certificate or ITIL V2 Foundation plus Bridge Certificate and completion of an accredited Course from an ITIL Accredited Training Provider

Type: Online or Paper based Exam having Eight (8) multiple choice, scenario-based, gradient scored questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.

Duration: 90 minutes. Candidates sitting the examination in a language other than their native language have a maximum of 120 minutes and are allowed the use of a dictionary.

Pass Score: 70% (28 0f 40)