ILCSI: ITIL Intermediate Module - Continual Service Improvement | IT Training & Certification | Info Trek
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ILCSI: ITIL Intermediate Module - Continual Service Improvement


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RM 3500.00
  1. 32 Hours
  1. HRDF SBL Claimable
  2. Certificate of Attendance available
  3. 90 days of access from date of activation

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  1. 4 Days

ILCSI: ITIL Intermediate Module - Continual Service Improvement


At the end of this course, participants can expect to gain competencies in:

  • Introduction to Continual Service Improvement
  • Continual Service Improvement process
  • Continual Service Improvement methods and techniques
  • Continual Service Improvement technology related activities
  • Organization and technology for Continual Service Improvement
  • Understand implementation approaches. Challenges, critical success factors and risks


This course is targeted for IT Managers, IT staff and process owners, Application Project and Business Managers directly involved in IT, any member of an IT organization in delivery of IT services and existing holders of the ITIL v3 Foundation certificate who want to gain in-depth knowledge.


This program will be presented via interactive lecture and practical hands-on activities

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Introduction To Continual Service Improvement
This unit introduces the candidate to concepts and terminology in the field of Continual Service Improvement.
  • The purpose and objectives of Continual Service Improvement
  • The scope of Continual Service Improvement
  • The approach to Continual Service Improvement
  • The interfaces with other ITIL Lifecycle stages

Continual Service Improvement Principles
  • How the success of CSI depends upon an understanding of change upon an organization
  • How CSI drives the adoption of, and is influenced by Service Level Management
  • How the Deming Cycle is critical to both the implementation and application of CSI
  • How CSI can make effective use of the various aspects of Service Measurement
  • How Knowledge Management is a mainstay of any improvement initiative
  • How CSI can make effective use of internal and external benchmarks
  • How CSI can be used to ensure good governance where goals are aligned and good management is achieved
  • How frameworks, models, standards and quality systems fully support the concepts embodied in CSI

Continual Service Improvement Process

This unit covers in detail the ITIL processes primarily covered in the Continual Service Improvement stage, and the relevant activities relating to other ITIL processes

  • The 7 step improvement process. Specifically the candidate will be babble to articulate what is being done at every step and where the information is actually found
  • How CSI integrates with the other stages in the Service Lifecycle
  • Service Reporting and articulate reporting policies and rules
  • Service Measurement Specifically, the candidate will be able to describe targets, and describe, use ad interpret metrics and reports
  • The importance of property defining metrics and measurements
  • The concept of Return on Investment for CSI. Specifically the candidate will be able to demonstrate how to create a return on investment, establish a business case and measure the benefits achieved
  • The various Business questions for CSI
  • The relationship between CSI and Service Level Management

Continual Service Improvement Methods And Techniques

This unit will provide detailed coverage of the activities primarily used to deliver Continual Service Improvement phase.

  • What to assess and when to use Assessments
  • How a gap analysis can provide insight into the areas that have room for improvement
  • Benchmarking
  • The Measuring and Reporting frameworks such as the Balance Scorecard and the SWOT analysis
  • The Deming Cycle and its uses for service improvement
  • The relationships and interfaces between CSI and the other service management processes
  • How availability management techniques such as CFIA, FTA, FSA, TO and the expanded Incident Lifecycle can be used by CSI
  • How capacity management techniques such as business, service and component capacity management, workload and demand management, the iterative activities of capacity management can be used by CSI
  • How CSI needs to take IT Service Continuity Management requirements into consideration and how CSI can use Risk Management to identify areas for improvement
  • Problem management supports the activities of CSI

Organization For Continual Service Improvement

The nature of the activities and the skills required for the 7-step improvement process

The responsibilities, skills and competencies for:

  • Service Manager
  • CSI Manager
  • Service Owner

How authority matrices (RACI) can vary used when defining communication procedures in the CSI processes.

Technology For Continual Service Improvement

This unit covers the appropriate technology and tools to support the Continual Service Improvement processes and activities

How the following tools can be used to assist some or all of the activities of the Continual Service Improvement process

  • IT service management suites
  • System and network management
  • Event management
  • Automated Incident / problem resolution
  • Performance Management
  • Statistical Analysis tools
  • Project and Portfolio Management
  • Financial management
  • Business Intelligence Reporting

Implementing Continual Service Improvement

This unit covers the key considerations in implementing CSI

  • Where to start
  • The role of Governance to CSI
  • The effect of Organizational Change for CSI
  • A Communication Strategy and Plan

Critical Success Factors And Risks

This unit addresses the positive and negative factors affecting the Continual Service Improvement process as well of the effect of CSI upon the organization

  • The effects on an organization of the challenges facing Continual Service Improvement
  • The appropriate critical success factors for Continual Service Improvement
  • The potential impact if the risks associated with implementing CSI
  • The potential value to business, benefits and costs

Summary, Exam Preparation And Directed Studies
Noordin Bin Aboo Talib Khalid

Noordin Bin Aboo Talib Khalid

Noordin Aboo Talib Khalid has over 13 years of working experience in Information Communication Technology (ICT) industry, especially in automotive manufacturing and logistic areas. He specializes in ITIL (Expert), Cobit, Prince2 and ISO20000

He has an analytical, professional skill with strong result oriented work ethic and emphasis on strategic planning and decision-making. He has experienced in large system development work including managing a complex integrated logistics and manufacturing implementation projects. He is able to negotiate and balance competing business issues, anticipates strategic project requirements, migration, development and risks, and is able to communicate effectively with all levels of professionals within the organization.

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Olivia Lee Pei Wern

Olivia Lee Pei Wern

Olivia Lee graduated from University of Warwick, United Kingdom with a BSc. in Industrial Economics.

She is an ITIL V3 Expert and a certified ISO/IEC 20000 Consultant and Auditor.

Olivia has over 16 years of experience in service management and strategy consulting, project management, user training and communication. She has previously worked with KPMG Consulting and Accenture providing governance consulting; and implementing and supporting efficient SAP and/or Oracle ERP systems. Her work experience has taken her to multiple countries within the APJ region, as well as to the UK. She has delivered IT service management engagements across the region, ranging from ITIL assessments, process design, service improvement and roadmap planning. She has also been involved in IT transformation strategy and planning engagements, providing IT strategy consulting and implementation to realize their transformation objectives. She provides thought leadership consulting to enterprise customers with regards to Strategy and Planning, Service Management, Operations Improvement and Organizational Design. She advises customers on “Running IT as a Business", providing industry experience and best practice know-how on process improvement and organizational alignment.

In many previous engagements, Olivia has successfully addressed a customer's needs and developed a workable solution based on best practices, proven methodologies and frameworks. Her strengths are in understanding a customer's needs, expected future state and working closely with the customer to define, develop and deliver value to the organization; and building a trusted relationship with the customer. By leveraging her experience and expertise in IT strategy planning, process consulting, value engineering and realization engagements, she has delivered and led multiple successful projects and achieved consistently high customer satisfaction results.

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Aaron Ho Khong

Aaron Ho Khong

Aaron Ho is certified in ITIL V3 Intermediate, Prince2 Practitioner and Project Management Professional PMP). He has over 14 years of working experience in the information and communication technology industry specializing in Telecom Value Added Services Management, Contact Center Management and IT Service Management.He has good analytical and business acumen skills which helps him to better understand business needs and identify opportunities. He is result oriented with good work ethics and is able to translates business goals into project/program requirements and engages the stakeholders to obtain expertizes, resources and support.His emphasis is on strategic planning, decision-making, negotiating, balancing competing business issues, anticipating strategic project requirements, migration, development and risks. He communicates effectively with all levels of professionals within the organization. Read More

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