Any Query

ITIL 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



United Kingdom, Andorra, Argentina, Australia, Austria, Belgium, Brazil, Cameroon, Canada, China, Colombia, Croatia, Cyprus, Denmark, Egypt, Estonia, Finland, France, Gambia, Germany, Ghana, Greece, Hong Kong, Hungary, India, Iran, Ireland, Italy, Jamaica, Japan, Kenya, Kosovo, Kuwait, Latvia, Lesotho, Liberia, Lithuania, Luxembourg, Malawi, Malta, Mauritius, Mexico, Monaco, Montenegro, Namibia, Netherland, New Zealand, Nigeria, Norway, Oman, Poland , Portugal, Qatar, San Marino, Saudi Arabia, Sierra Leone, Singapore, Slovakia, Somaliland, South Africa, South Korea, Southern Sudan, Spain, Sri Lanka, Sudan, Swaziland, Sweden, Switzerland, Tanzania, UAE, Uganda, United States, Vatican City, Venezuela, Zambia, Zimbabwe

ITIL®, PRINCE2®, PRINCE2Agile®, MSP®, M_O_R®P3O®, MoP®, MoV®, RESILIA® are registered trade marks of AXELOS Limited, used under the permission of AXELOS Ltd. All rights reserved.
The Swirl logo®  is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The BRMI, ISO20000, Cloud Computing, SIAM, VeriSM and OBASHI courses on this page are offered by us as a Partner of IT Training Zone Ltd (ATO)
All quoted prices do not include VAT, please. Current rate of VAT is 20%. VAT will be added when you are paying for your selected courses. All course bookings are subject to our Terms and Conditions. This website is regularly updated.

Course availability is confirmed when you have received a course confirmation email containing your joining Information and once payment has been authorised and collected. To check on confirmed courses, please call 0208 500 4534 or email us on By booking any of the courses in this website, delegates accept that the liability of any claim against Creative Consulting and Training Ltd is limited to the amount actually paid for the course they booked in the event of any successful claim. This includes, without limitation, direct loss, loss of business or profits (whether or not the loss of such profits was foreseeable, arose in the normal course of things or you have advised this Company of the possibility of such potential loss), damage caused to your computer, computer software, systems and programs and the data thereon or any other direct or indirect, consequential and incidental damages. By booking your course, you have confirmed your agreement to our Terms and Conditions..