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Formation ITIL® LifeCycle : Continual Service Improvement

Stage pratique
100% à distance
Durée : 32 heures
Réf : YTC
Prix  2020 : 875 € H.T.
  • Programme
  • Participants / Prérequis

ITIL® is comprised of five core publications: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operations (SO) and Continual Service Improvement (CSI). It promotes alignment with the business as well as improvement in operational efficiency. The official ITIL® qualification scheme, owned by AXELOS, describes two streams, the Service Lifecycle Stream and the Service Capability stream: - The Service Lifecycle stream focuses on ITIL® practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the processes and practice elements used within it. - The Service Capability stream is for those who wish to obtain an in depth understanding of specific ITIL® processes and roles. The primary focus is on process activities, process execution and use throughout the IT Service Lifecycle. The ITIL® Intermediate Qualification: Continual Service Improvement (CSI) Certificate is a free-standing qualification, but is also part of the ITIL® Intermediate Lifecycle stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management. The purpose of this training module 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® Continual Service Improvement publication.

Objectifs pédagogiques

  • Introduction to CSI
  • CSI principles
  • CSI process
  • CSI methods and techniques
  • Organizing for CSI
  • Technology considerations
  • Implementing CSI
  • Challenges, critical success factors and risks
  • In addition, the training for this certification should include examination preparation, and a
  • mock examination opportunity.


Exam Format: Multiple choice, scenariobased, gradient scored questions. Number of Questions: 8. Pass Score: 28/40 or 70%. Exam Delivery: Online or paper based. Exam Duration: 90 minutes. Open/Closed Book: Closed Book

Méthodes pédagogiques

This fully AXELOS accredited, self-managed eLearning course, will provide you with all relevant knowledge to pass your Service Transition exam and gain your certification. We do however advise to add time with a “Live” instructor or coach to enhance the learning and acquire deeper insight into the material taught in this course. During the access purchased through the license, this ITIL® Intermediate eLearning Program offers you: UNLIMITED access to online material, including: - iPad/iPhone compatible, instructor-led presentations, watchable at your convenience - Study book and quiz questions - Exercises & sample exams, designed to reinforce knowledge and prepare you for the exam


ITIL® Continual Service Improvement


  • Purpose, objectives and measurements of CSI
  • The scope of CSI
  • Activities that support CSI
  • The value to business
  • Continual Service Improvement Approach
  • The business questions to CSI
  • The context of CSI in the ITIL® Service Lifecycle
  • Inputs and outputs of CSI
  • The ITIL® Certification Scheme


  • CSI and organizational change
  • Ownership of CSI
  • The CSI register
  • CSI and Service Level Management
  • CSI and Knowledge Management
  • The Deming Cycle
  • Service Measurement
  • The seven step Improvement Process
  • Governance
  • Frameworks, models, standards and quality systems


  • The seven step Improvement Process
  • Scope
  • Value to the Business,
  • Principles and basic concepts
  • Triggers, Inputs, Outputs
  • Interfaces with other processes and roles
  • CSF’s and KPI’s
  • Challenges


  • The Goal of CSI
  • The PDCA Cycle
  • Assessments
  • Process maturity
  • Benchmarking and CSI
  • Service measurements
  • Metrics (Balanced Scorecard)
  • SWOT analysis
  • Return on Investment
  • Service reporting
  • CSI and other SM Processes


  • Roles in ITIL®
  • Activities and skill levels
  • Role comparison matrices
  • RACI


  • Tools that enable and support CSI activities
  • IT Service Management Suites
  • System and Network Management
  • Event Management
  • Automated Incident / Problem Resolution
  • Performance Management
  • Stastical Tool Analysis
  • Project and Portfolio Management
  • Financial Management Business Intelligence Reporting


  • Where to start
  • Role of Governance in CSI
  • Organizational Change and CSI (Kotter)
  • Communications Strategy and Plan


  • CSI Challenges
  • Critical Success Factors
  • Risks
  • Value
  • Benefits
  • Costs


  • Business Case study and exercises
  • Mock exams and guidance
  • Glossary
  • Evaluation forms
Participants / Prérequis

» Participants

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers who require a detailed understanding of the ITIL® Service Transition phase of the ITIL® core Lifecycle and the affected processes, functions and activities and their application

» Prérequis

An ITIL® Foundation certificate is required and preferably two years work experience in an IT Service Management environment.
Intra / sur-mesure

Demande de devis intra-entreprise
(réponse sous 48h)

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