Intermediate Continual Service Improvement Online Course

 Our ITIL Continual Service Improvement Online Course has over 95% pass rates. You will be given everything you need to sit and pass your online exam (which is also included). Our ITIL courses are accredited by AXELOS, APMG and PEOPLECERT and offers so much more than online training. Full tutor support is offered throughout your learning.

You can sit for the online exam at home or in your office using your laptop/computer with a stable internet connection, a web cam and microphone at any convenient time. Let us know when you are ready to book your exam and we will arrange this for you. Your tutor provides support all the way through and will suggest when you are ready. You must pass the ITIL Foundation before you can sit for the ITIL Practitioner, Intermediate and MALC courses’ examinations.

Materials Provided

  • Videos
  • Quizzes
  • Exercises
  • Study guides
  • Podcasts
  • Official Syllabus
  • Sample exams
  • Case studies
  • Tutor email support
  • Exam guidance

You have sixty days’ online access to this course.


ITIL® Service Lifecycle - Continual Service Improvement Course

ITIL® is a Registered Trade Mark of AXELOS Limited

Pre-Reading Material

It is a prerequisite that delegates hold the ITIL® Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent.

Please note that delegates are advised to purchase and read the following publication in advance of the course: Continual Service Improvement 2011 Edition. It is recommended that Intermediate courses require 2 hours of home study each evening.

ITIL® Intermediate Continual Service Improvement examination

The course forms part of the ITIL® Intermediate qualification programme. Successful candidates will be awarded 3 credits towards the ITIL® Expert qualification. The examination will consist of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark is 70%.

Course Content

Candidates can expect to gain knowledge and understanding in the following:

Introduction to Continual Service Improvement
The Service Gap Model, how Service Level Management contributes to the management of gaps and how a Service Improvement Programme can be utilized
The 7-Step Improvement process used in the Continual Service Improvement
The processes and service lifecycle stages that Continual Service Improvement interfaces with.

The fundamental aspects of Continual Service Improvement and be able to define them

Continual Service Improvement Principles
How Service Level Management supports Continual Improvement, providing details and examples related to use of Service Level Agreements, Operational Level Agreements and Underpinning Contracts
How the complete Deming Cycle works and how it can be applied to a real world example
What role benchmarking plays in Continual Service Improvement and the interaction it has with governance
What situations require the use of frameworks and models and examples how each type can be used to achieve improvement

Continual Service Improvement Process
What the 7-Step Improvement process is, how each step can be applied and the benefits it produces
The use and interaction of all other lifecycle stages and activities that contribute to Continual Service Improvement
The benefits and differences between the types of metrics (i.e. Technology, Process and Service) and how each is used to support Continual Service Improvement
The differences between the Technology Domain and the Service Management Domain, and how each is viewed by Continual Service Improvement

Continual Service Improvement Methods and Techniques
How Availability Management techniques such as Component Failure Impact Analysis, Fault Tree Analysis are used to support Continual Service Improvement
How Capacity, Problem, Risk and IT Service Continuity Management can all be used holistically to support Continual Service Improvement
When and where to use benchmarking, Balanced Scorecards and SWOT (Strength, Weakness Opportunity Threat) analysis

Organization for Continual Service Improvement
How to design, implement and populate a RACI (Responsible, Accountable, Consulted, Informed) diagram as well as how to use it to support Continual Service Improvement
The Continual Service Improvement related roles and responsibilities such as Service Manager,
Continual Service Improvement Manager and Service owner and provide examples of how they can be positioned within an organization

Technology for Continual Service Improvement
The technology and tools required, as well as, how these would be implemented and managed, to support Continual Service Improvement activities such as Performance, Project and Portfolio
Management as well as Service Measurement and Business Intelligence reporting

Implementing Continual Service Improvement
Continual Service Improvement implementation: Strategy, planning, governance, communication, project management, operation as well as how to deal with cultural and organizational change
The day-to-day concerns, support and operations of a large corporate Continual Service Improvement group

Critical Success Factors and Risks
The challenges and risks such as staffing, funding, management, etc., which can be related to Continual Service Improvement and the details behind how each challenge can be addressed
The Critical Success Factors related to Continual Service Improvement as well as how to measure and monitor them


Exam Format
Multiple choice, scenario-based, gradient scored questions.
Number of Questions: 8

Pass Score: 28/40 or 70%
Delivery: Online or Paper Based Examination through an Accredited Training Organization.
Exam Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary).
Closed Book



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Exam Pledges

Our course materials, training approach and trainers are so good that that we are offering anyone who attends any of our courses the following pledges:

Foundation Pledge

In the most unlikely event of failing the Foundation exam, you will be offered a free Exam retake within 3 months of your original course.

Practitioner Pledge

Should you fail your practitioner exam, we will offer you a free place on any subsequent practitioner course, as long as you pay for the cost of the practitioner exam.


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