ITIL® Continual Service Improvement (CSI)

Accredited training in IT service management.

The training is one of the Service Lifecycle group modules. It can be treated as an independent training or be one of the stages on the way to obtaining the ITIL Expert certificate. It allows training participants to learn about the details of improving services, processes and IT organization. Practical exercises are an integral part of the training.

The training prepares you for the ITIL® Continual Service Improvement (CSI) exam and for obtaining an international certificate.

WARNING! According to the guidelines of the accreditation, the training can only be purchased together with the certification exam from 1.11.2019.

Do you have questions?

Diana Brylewska

Diana Brylewska

(+48) 801 55 66 32


For whom?

  • anyone interested in learning more about best practices for improving service management and about effective process improvement methods
  • IT directors and executives
  • project managers
  • service designers and IT architects
  • people responsible for IT service management as well as coordination
  • and integration of activities within the service life cycle

from 2099 PLN (VAT not included)


3 days



Training details
Exam and certification

The aim of the training is to enable participants with the ITIL® Foundation certificate to effectively apply good practices in the processes related to the Continuous Service Improvement stage.

The condition for participation in the training is to have the ITIL® Foundation certificate (version V3 or 2011) or ITIL® V2 Foundation supplemented with the ITIL® Foundation Bridge certificate.

Participation in the training also allows you to hold the ITIL® Expert Certificate in IT Service Management (obtained through the ITIL® V3 Managers Bridge exam).

Table of contents:

  • Introduction to Continual Service Improvement (CSI)
  • CSI Policy
  • 7-step improvement process
  • CSI methods and techniques
  • Organization of CSI
  • CSI Organization (cont.)
  • CSI Technologies
  • CSI implementation
  • Critical Success Factors (CSFs) and risks

Our participants get:

  • classes conducted by an accredited trainer
  • accredited training materials
  • friendly atmosphere of learning and exchange of experiences
  • taking the exam and obtaining international certification
  • catering - coffee breaks and lunch
  • participation diploma

During the training, participants are provided with valuable tips, comments and information necessary to pass the exam.

Students also get access to mock exams, which allow them to familiarize themselves with the structure of the test and to check their skills.

The exam questions relate to the sample project scenario and ITIL v3 issues. These are tasks consisting in ordering the order of statements and determining whether the given explanation actually explains the given statement.

The ITIL® Continual Service Improvement (CSI) certificate is granted for a lifetime.

Exam details:

  • Duration: 90 minutes (or 120 minutes for non-native speakers)
  • Volume: 8 complex questions
  • Positive result: 70% of correct answers (28 points)
  • Language: English


The exam is available:

  • on paper (during stationary training)
  • in electronic version (during online training).

Take2 – re-sit exam option

Take2 has been prepared for participants who want to feel more confident when taking the exam. This solution is currently available for Peoplecert-accredited exams only.

Purchasing this product allows you to re-take the exam in case the first attempt fails.

The possibility of using this solution applies to both paper and electronic exams. Regardless of the form of the first exam, the second approach is always online exam.

Purchasing a second exam approach is binding and non-refundable/changeable. Take2 is executed only in case of failure in the first attempt (it does not give the opportunity to improve the result from the first approach).

The cost of Take2 is 285 PLN + VAT, which is a small part of the price of the exam. The purchase can be made through the Application Form: just check the option "Take2 – re-sit exam option".

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(+48) 801 55 66 32