About On-Demand Learning

TechSherpas 365’s On-Demand courses provide you with access to official courseware materials and hands-on labs, empowering you to learn at your own pace. On-Demand allows you to design your training around your schedule, budget, and individual learning needs.

On-Demand Learning is a perfect solution for students who are unable to attend traditional instructor-led training due to schedule constraints. You receive the same materials and labs as an instructor-led course, with the added convenience of flexible scheduling and a lower price tag.

This On-Demand Course Includes:

  • Official Courseware License
  • Hands-on Exercises/Labs
  • Certification Package:
    • Practice exam
    • official certification exam

Course Overview

The ITIL Intermediate Qualification: Continual Service Improvement (CSI) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The purpose of this training course and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL Service Lifecycle core publications.

In This Course You Will Learn:

  • Introduction to Continual Service Improvement
  • Continual Service Improvement Principles
  • Continual Service Improvement Process
  • Continual Service Improvement Methods and Techniques
  • Organization for Continual Service Improvement
  • Technology for Continual Service Improvement
  • Implementation Considerations
  • Critical success factors and risks


Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the 2007/2011 Foundation or v2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission to the examination.

It is strongly recommended that candidates read the ITIL Continual Service Improvement publication in advance of attending training for the certification; references to the book will be made during the course.

Candidates will find it helpful if they have at least two years experience in IT service management before taking the course.


Module 00: Course Introduction – ITIL® 2011: Continual Service Improvement

Module 01: Exam Tips

  • Understanding the exam process
  • Exam questions and grading
  • Taking the exam
  • Using the practice exams

Module 02: Service Management as a Practice Part 1

  • Lifecycle Review
  • Processes
  • Generic Roles

Module 03: Service Management as a Practice Part 2

  • Purpose, Objectives and Scope of CSI
  • CSI Roles and Responsibilities
  • RACI Model Overview

Module 04: Service Management as a Practice Part 3

  • CSI Inputs/Outputs
  • CSI Challenges
  • CSI CSFs & Risks
  • Exam Questions Exercise:
    • Sample Exam 1 – Questions 2, 4
    • Sample Exam 2 – Question 5, 8

Module 05: CSI Principles

  • Management Principles for CSI
  • 7 Step Improvement Process
  • Governance
  • Other Frameworks
  • Exercise: CSI Day-to-Day Activities
  • Exam Question Review:
    • Sample Exam 1, Question 4
    • Sample Exam 2, Question 8
  • Exam Questions Exercise: Sample Exam 1 – Question 7

Module 06: CSI Process Part 1

  • Purpose, Objectives & Scope of 7-Step
  • Value to the Business
  • 7-Step Improvement Process Introduction

Module 07: CSI Process Part 2

  • The 7 Steps Analyzed
  • Strategy for Improvement
  • Defining Measurement
  • Gathering and Processing Data
  • Data Analysis and Presentation
  • Implementation of Improvements
  • Roles specific to the 7-step

Module 08: CSI Process Part 3

  • Triggers, Inputs/Outputs and Interfaces
  • Integration to SM Processes
  • Exercise: Process Interfaces
  • Metrics, Challenges and Risks
  • Exercise Review: CSI Day-to-Day Activities
  • Exam Questions Exercise:
    • Sample Exam 1 – Question 8
    • Sample Exam 2 – Question 6

Module 09: CSI Methods and Techniques Part 1

  • Assessments
  • Gap Analysis
  • Benchmarking

Module 10: CSI Methods and Techniques Part 2

  • Service Measurement
  • Managing Measurement
  • Metrics
  • Reporting

Module 11: CSI Methods and Techniques Part 3

  • Measuring and Reporting Frameworks
    • SWOT
    • ROI
  • Business Case
  • Service Reporting

Module 12: CSI Methods and Techniques Part 4

  • CSI and Service Management Processes
    • SLM, Availability Management, Capacity Management, ITSCM
    • Problem Management, Knowledge Management
  • Exam Question Review: Sample Exam 2, Question 6
  • Exam Questions Exercise:
  • Sample Exam 1 – Questions 1, 5
  • Sample Exam 2 – Questions 1,2 and 3

Module 13: Implementing CSI

  • The Role of Governance and COBIT
  • Organizational Change
  • Communicating Strategy and Plan
  • Exercise: Develop and Use the Balanced Scorecard
  • Exam Review: Sample Exam 1, Question 5
  • Exam Questions Exercise: Sample Exam 1, Questions 3, 6

Module 14: CSI Technology Considerations

  • Technology Considerations
  • Tools to Support CSI Activities
  • Exercise Review: Develop and Use the Balanced Scorecard
  • Exam Questions Exercise: Sample Exam 2, Questions 4, 7