Define & Implement Continual Service Improvement
(CSI) - 1 Day Workshop program

Course Overview

This workshop will introduce you to Continual Service Improvement (CSI) process and practice; also, it will discuss how to ensure the "Value" is delivered and sustained overtime. The workshop will introduce you to:

  • The CSI process, scope, objectives and activities
  • The concepts and principals of CSI
  • The Deming cycle and CSI model
  • The tools and technology that should support the process and the considerations that should be taken when choosing such tools
  • How to manage the process, verify the integrity of the information and improve the process maturity over time.


1 day

Delivery Methods

- Instructor led Classroom based
- Virtual Web based


IT professionals interested in understanding the content and concepts of ITIL®, as well as understand the differences with previous version of ITIL®:

  • Senior technical and operational staff
  • IT professionals and consultants
  • IT customers
  • Service Owners
  • Process Owners and Managers
  • IT Consultants, IT Project Managers


ITIL® Foundation certificate is recommended

Program Objectives

The course objectives are to enable course participants a solid understanding of the: Purpose, scope and objectives of CSI

  • Key principles for the ITIL - CSI best practice
  • Business Case and the Return on Investment (ROI)
  • Use of the CSI Model
  • Key activities of the Seven-Step Improvement Process
  • Service Measurement and Service Reporting
  • Key methods and techniques for CSI
  • How to organize for CSI
  • Critical Success Factors, KPIs, Metrics, risks and challenges

Program Contents

The program will provide you with the knowledge and high level understanding of:

  • ITIL and ITSM
  • CSI concepts and principals
  • Continual Service Improvement 7 steps Process
  • Service Measurement, types, reasons, benefits
  • Return on Investment for CSI
  • CSI Methods and Techniques
  • Organizing for CSI
  • Implementing Continual Service Improvement
  • CSFs, KPIs, Metrics, Risks and Challenges.

Program Material (handout)

  • A printed copy of the instructor's presentation will be distributed to the participants.
  • Additional sample documents and templates including:
    • RAG/SLAM chart
    • CSI RACI model
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