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ITIL® Continual Service Improvement Edition 2011  [P-ITCSI3]


Course topic

The phase of continual service improvement – CSI for short – is the real driving force behind the service lifecycle. Analogous to agile methods, this enables organisational structures to be continuously optimised in feasible steps.

CSI provides guidance on the instrumentalised generation and receipt of customer value added through improvements in the design, implementation and operation of services.The instructions combine principles, practice and methods from quality management and change management, in particular with regard to process improvements towards optimisation of service quality. This guidance is directly connected to the phases of service strategy, design and transition.

The principle of ownership is crucial in any improvement strategy. The CSI manager becomes the CSI owner and the most important advocate of this key issue. To prepare students for the practice-based exam, the seminar is accompanied by an internally-developed case study.

Focal areas include the objective and purpose of continual service improvement and the principles, processes, activities, functions, supporting technologies, as well as an understanding of implementation.

Training Objectives

  • Introduction to continual service improvement
  • Principles of continual service improvement
  • Scope, additional value, integration of CSI
  • Seven-step improvement process
  • ROI and cost-effectiveness
  • Technology, implementation, challenges
  • Critical success factors and risks

Training Preconditions

Participants of this seminar need the ITIL® Foundation Certificate Edition 2011

Target group

  • Participants with the ITIL® V3 (or Edition 2011) foundation certificate and who want to consolidate the approaches of service management best practice.
  • Participants working towards a deeper understanding of continual service improvement.
  • Participants looking to further their education up to ITIL® Expert or ITIL® Master.


ITIL® Edition 2011 Continual Service Improvement, awarded by Peoplecert und Axelos


ITIL® Continual Service Improvement folder including:

  • Slide Show
  • Student Workbook
  • ITSM & CMDB overview poster
  • ITIL® Acronyms and Glossary

Book: ITIL® Continual Serviec Improvement Edition 2011 Core Book


ITIL® Glossary


An internal seminar is possible, from at least six persons

Can be done with the following simulation programm:


Early birds rebate

If you book your course more than 4 months in advance you will get a rebate of 10% on the course fee.

Volume discount

Motivate your colleagues. Already with 3 people in the same course and simultaneous registration we grant interesting discounts on the course fees:

  • 3 persons on the same course date 10%
  • 4 persons on the same course date 15%
  • 5 persons on the same course date 20%

The discounts are not cumulative - it is always the highest that counts.

Queries about this seminar or a request for proposal for an in-house seminar:

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