ITIL Continual Service Improvement (CSI) is one of five modules offered as part of the ITIL Intermediate Service Lifecycle stream. The CSI qualification focuses on how enterprises and individuals can help in reviewing the products and services that they have produced following the strategy, design, transition and operation stages of the ITIL Service Lifecycle. This ITIL CSI courseware is prepared by international subject matter experts and offers guidance on how this process should be organized and executed. It includes guidance on the tools and technology that can be used to support CSI activities as well as how to evaluate risks and critical success factors. To know more about ITIL CSI Certification trainings worldwide, please contact us at - Email :support@invensislearning.com Phone - US +1-910-726-3695, Website : https://www.invensislearning.com

1. ITIL® Continual Service Improvement
Training
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Course Name : ITIL Continual Service Improvement
Version : INVL_ITILCSI_CW_01_1.2
Course ID :ITSM - 114

2. 2
About Invensis Learning
Invensis Learning is a pioneer in providing globally-recognized certification training courses for
individuals and enterprises worldwide. Our training methodology coupled with high-quality courseware
has enabled organizations to achieve high-impact learning with increased knowledge, competence, and
performance. We offer courses in various categories such as IT Service Management, Project
Management, IT Security and Governance, Quality Management, Agile Project Management, DevOps,
and Cloud Courses. Invensis Learning certification training programs adhere to global standards such as
PMI, TUV SUD, AXELOS, ISACA, DevOps Institute, and PEOPLECERT.

3. 3
What We Offer
We offer globally-recognized training and certifications in categories such as Project Management,
ITSM, Agile, Quality Management, Technology Training, Program Management and IT Security &
Governance.
ITSM Project Management Quality Management
Technology
Training
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ITIL Foundation PMP Project Rescue Six Sigma Yellow Belt Training Cloud Computing PMI-ACP COBIT5 Foundation
ITIL SD CAPM Project Scope Management Six Sigma Green Belt Training Big Data Scrum Training COBIT5 Implementation
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Foundation
COBIT5 Assessor
ITIL ST PgMP
Project Communications and
Stakeholder Management
Lean Six Sigma Green Belt Training .Net Technologies ISO/IEC 27001 Foundation
ITIL SO PMI-RMP Project Cost Management Lean Six Sigma Black Belt Training Data Warehousing
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ITIL RCV MSP Project Leadership Lean Fundamentals Program VC++, MCF
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Implementing a Project Management
Office
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Fundamentals - Overview
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ISO 20000 Project Initiation Presentation Skills for Project Personnel Lean Six Sigma in Healthcare
Earned Value Management Project Estimating Techniques DFSS Yellow Belt Training
Project Risk Management Managing Multiple Projects DFSS Green Belt Training
Project Sponsorship DFSS Black Belt Training
Team Development MINITAB Training

4. 4
PRINCE2 - Syllabus
Topics Slide No.
CSI - Introduction 10-14
CSI - Principles 15-33
CSI – Processes 34-81
CSI - Methods and Techniques 82-159
Organizing for CSI 160-180
CSI Technology Considerations 181-195
Implementing CSI 196-221
CSI Challenges, CSFs and Risks 222- 226

5. 5
Copyright Notice
 ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All
rights reserved.
 IT Infrastructure Library® is a registered trade mark of AXELOS Limited. All rights reserved.
 The texts in this presentation material are taken from or based on ITIL® core books. Copyright
AXELOS Limited. Reproduced with permission.
 The content of the Cabinet Office core ITIL publications, as published by TSO, is protected by Crown
copyright, and may only be used under license from the Cabinet Office. Similarly, the trade marks
associated with ITIL are owned by the Cabinet Office and a license is required to re-use them.
 The figures and diagrams© Crown copyright. Reproduced with permission. All rights reserved.
 Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under license from
AXELOS Limited

6. 6
ITIL CSI Exam Format
Type Eight (8) multiple choice, scenario-based, gradient-scored questions. Each
question will have 4 possible answer options, one which is worth 5 marks, one
which is worth 3 marks, one which is worth 1 mark, and one which is a distracter
and achieves no marks.
Duration Maximum 90 minutes for all candidates in their respective language
Provisions for additional time
relating to language
Candidates completing an exam in a language that is not their mother tongue
have a maximum of 120 minutes to complete the exam and are allowed the use
of a dictionary.
Prerequisite  ITIL Foundation Certificate in IT Service Management (or other appropriate
earlier ITIL and bridge qualifications– see Prerequisite Entry Criteria on p5)
 Completion of an Accredited course from an ITIL Accredited Training
Provider
Supervised Yes
Open Book No
Pass Score 28/40 or 70%

7. 7
Learning Objectives
 CSI principles, purpose, and objectives
 How CSI processes interact with other service lifecycle processes
 Apply the seven-step improvement process
 Deliver CSI using proven techniques
 Implement CSI while analyzing challenges, critical success factors, and risks
 Roles and responsibilities within CSI and the activities to achieve operational excellence
 Measuring CSI performance, and more

8. Module 1 - CSI Introduction

9. 9
Purpose
 To align IT services with changing business needs by identifying and implementing improvements to
IT services that support business processes
• These improvement activities support the lifecycle approach through service strategy, service
design, service transition and service operation.
• CSI is always seeking ways to improve service effectiveness, process effectiveness and cost
effectiveness
CSI – Introduction
Module 1

10. 10
CSI – Introduction
Module 1
Objectives
 Review, analyze, prioritize and make recommendations on improvement opportunities in each
lifecycle stage: service strategy, service design, service transition, service operation and CSI itself
 Review and analyze service level achievement
 Identify and implement specific activities to improve IT service quality and improve the efficiency
and effectiveness of the enabling processes
 Improve cost effectiveness of delivering IT services without sacrificing customer satisfaction
 Ensure applicable quality management methods are used to support continual improvement
activities
 Ensure that processes have clearly defined objectives and measurements that lead to actionable
improvements
 Understand what to measure, why it is being measured and what the successful outcome should be

11. 11
CSI – Introduction
Module 1
Scope
ITIL Continual Service Improvement provides guidance in four main areas:
 The overall health of ITSM as a discipline
 The continual alignment of the service portfolio with the current and future business needs
 The maturity and capability of the organization, management, processes and people utilized by the
services
 Continual improvement of all aspects of the IT service and the service assets that support them

12. 12
CSI – Introduction
Module 1
Value to the business
 Lead to a gradual and continual improvement in service quality, where justified
 Ensure that IT services remain continuously aligned to business requirements
 Result in gradual improvements in cost effectiveness through a reduction in costs and/or the
capability to handle more work at the same cost
 Use monitoring and reporting to identify opportunities for improvement in all lifecycle stages and in
all processes
 Identify opportunities for improvements in organizational structures, resourcing capabilities,
partners, technology, staff skills and training, and communications

13. Module 2 - CSI Principles

14. 14
CSI – Principles
Module 2
Improvement
Service improvement must focus on –
• increasing the efficiency
• maximizing the effectiveness
• optimizing the cost of services and the underlying IT service management (ITSM) processes.
To achieve the above –
Ensure that improvement opportunities are identified throughout the entire service lifecycle.
Involvement of business: In decision making on what makes sense to them in terms of value

15. 15
CSI – Principles
Module 2
CSI Approach
The above figure shows an overall approach to continual service improvement (CSI) and illustrates a
continual cycle of improvement.
Copyright© AXELOS Limited 2011. All rights reserved. Material is reproduced under license from AXELOS

16. 16
CSI – Principles
Module 2
Business Questions for CSI
The business needs to be involved with CSI in decision-making on what improvement initiatives make
sense and add the greatest value back to the business. There are some key questions that will assist
the business in making decisions about whether a CSI initiative is warranted or not.
What is the vision?
 IT service provider to understand what the ultimate and long term aims are
Where are we now?
 Every business should start out asking as this creates a baseline of data for services currently being
delivered
Where do we want to be?
 Often expressed as business requirements
How do we get there?
 What improvement initiatives are required in the short, medium and long term?
Did we get there?
 Monitoring, reporting and reviewing of service level achievements and actual performance against
targets identified by the business requirements

17. 17
CSI – Principles
Module 2
Ownership - CSI Manager
 CSI manager, is accountable for ensuring the best practice is adopted and sustained throughout the
organization
 The CSI manager is the chief advocate and owns all CSI issues
 The CSI manager is accountable for the success of CSI in the organization
 CSI manager to ensure there are adequate resources (including people and technology) to support
and enable CSI
 Ongoing CSI activities such as monitoring, analyzing, evaluating trends and reporting as well as
project-based service improvement activities – activities that are fundamental to the ITIL framework
The CSI manager is not accountable for improvements to specific services. Specific service
improvements are the responsibility of the appropriate service owner working within the CSI framework.

18. 18
CSI – Principles
Module 2
CSI Register
 To record all the improvement opportunities
 The CSI register contains important information for the overall service provider and should be held
and regarded as part of the service knowledge management system (SKMS)
 Will introduce a structure and visibility to CSI ensuring that all initiatives are captured and recorded,
and benefits realized
 Quantify the benefit in terms of aspirational key performance indicator (KPI) metrics. This will assist
in prioritizing those changes that deliver the most significant incremental benefit to the business.
 The CSI register provides a coordinated, consistent view of the potentially numerous improvement
activities
 The CSI manager has the accountability and responsibility for the production and maintenance of
the CSI register

19. 19
CSI – Principles
Module 2
CSI Register
Opportunity
no.
Date raised
Size
(small,
medium,
large)
Timescal
e
(short,
medium,
long)
Description
Priority
(urgent,
1,
2, 3)
KPI metric Justification Raised by
To be
actioned
by
Date
required
by
1 01/04/2011 Small Short
A number of failures have
occurred when implementing
updated or new applications.
This has been caused by the
testing procedure in release
and deployment using out-of-
date test data. The requirement
is to update the test data in
repository test 4371
Urgent
n% reduction in
failures
Significant reduction in
failures after transition and
resulting business
Impact
A. Other J. Doe 14/4/2011
2 01/05/2011 Medium Long
Event management: the
number of alerts from the ABC
479 module of the payroll suite
is still excessive causing
unnecessary analysis time.
Additional filtering required
2
n% reduction in
spurious events
Will help reduce the amount
of analysis time and avoid
potential oversight of
significant events
N. More J. Smith 01/07/2011
3 01/06/2011 Medium Long
Training issue: Service desk
staff would benefit from
additional training in the use of
the human resources (HR)
joiners and leavers application
3
n% improvement
in relevant
staff trained in
the HR joiners
and leavers
application
All queries to the service
desk on this application
currently have to be
escalated to the application
management team. With
some basic training a
number of these could be
dealt with by first
line support
B. Floor F. Less 01/09/2011
4 01/07/2011 Large Medium
Change management process:
having multiple authorization
channels has caused issues
with some users because of
uncoordinated changes
3
Alignment to
single channel
Redesign of the change
Management process will
reduce confusion and
impact to stakeholders
J. Jones B. Car 10/10/2011

20. 20
CSI – Principles
Module 2
Improvement Drivers
 Aspects that are external to the organization such as
• regulation, legislation, competition, external customer requirements, market pressures and
economics
 Aspects that are internal to the organization such as
• organizational structures, culture, new knowledge, new technologies, new skills, existing and
projected staffing levels, union rules etc.
A SWOT analysis may be helpful in illuminating significant opportunities for improvement.

21. 21
CSI – Principles
Module 2
Service Level Management
 Adopting the service level management (SLM) process is a key principle of CSI.
 SLM is not optional.
 Business demands that IT be driven by service requirements and outcomes
 The service orientation of IT toward the business becomes the foundation for the trusted partnership
that IT must endeavor to create
 IT is a core enabler of every critical business process. It cannot be overemphasized that IT
organizations can no longer afford to operate with a technology-only bias, but rather must
consistently strive to be included in every conceivable channel of communication and level of
decision-making all the way to the boardroom

22. 22
CSI – Principles
Module 2
Service Level Management
 Involving the business and determining its service level requirements (SLRs)
 Identifying internal relationships in IT organizations, negotiating the terms and responsibilities of the
internal relationships, and codifying them with operational level agreements (OLAs)
 Identifying existing contractual relationships with external vendors; working with the supplier
manager to verify that these underpinning contracts (UCs) meet the revised business requirements
 Using the service catalogue as the baseline to negotiate service level agreements (SLAs) with the
business
 Reviewing service achievement and identifying where improvements are required, feeding them into
CSI

23. 23
CSI – Principles
Module 2
Knowledge Management
‘Those who cannot remember the past are condemned to repeat it.’
- George Santayana
 Knowledge management plays a key role in CSI
 Within each service lifecycle stage, data should be captured to enable knowledge gain and an
understanding of what is actually happening, thus enabling wisdom
• The Data-to-Information-to-Knowledge-to-Wisdom (DIKW) structure
 All too often an organization will capture the appropriate data but fail to process the data into
information, synthesize the information into knowledge, and then combine that knowledge with
others to bring wisdom
 Wisdom will lead to better decisions around improvement

24. 24
CSI – Principles
Module 2
The Deming Cycle
 PDCA Cycle
 Enables steady, ongoing improvement
 It is a fundamental tenet of CSI
The PDCA cycle is critical at two points in CSI:
 Implementation of CSI
 For the application of CSI to services and service management processes
The cycle is underpinned by a process-led approach to management where defined processes are in
place, the activities are measured for compliance to expected values and outputs are audited to validate
and improve the process.

25. 25
CSI – Principles
Module 2
Baselines
Establish ‘baseline’
 Markers or start points
 To establish initial data point
 To be established at each level
• strategic goals and objectives
• tactical process maturity
• operational metrics and KPIs

26. 26
CSI – Principles
Module 2
Why do we measure?
 To validate: Monitoring and measuring to validate previous decisions
 To direct: Monitoring and measuring to set the direction for activities in order to meet set targets;
this is the most prevalent reason for monitoring and measuring
 To justify: Monitoring and measuring to justify, with factual evidence or proof, that a course of
action is required
 To intervene: Monitoring and measuring to identify a point of intervention including subsequent
changes and corrective actions.

27. 27
CSI – Principles
Module 2
IT Governance
‘IT governance is the responsibility of the board of directors and executive management. It is an integral
part of enterprise governance and consists of the leadership, organizational structures and processes
that ensure that the organization’s IT sustains and extends the organization’s strategies and objectives.’
IT Governance Institute (2003). Board Briefing on IT Governance, 2nd edition.

28. 28
CSI – Principles
Module 2
IT Governance
Copyright© AXELOS Limited 2011. All rights reserved. Material is reproduced under license from AXELOS
Enterprise Governance
Business Governance
i.e. Performance
Corporate Governance
i.e. Conformance
Value Creation Resource
Utilization
Accountability Assurance

29. 29
CSI – Principles
Module 2
IT Governance
IT is a service business.
Existing internal IT organizations must transform themselves into effective and efficient IT service
providers or they will cease to be relevant to the business and, soon after, cease to exist.
This continual and unceasing drive toward greater business value with greater internal efficiency
is at the heart of CSI.

30. 30
CSI – Principles
Module 2
Frameworks, models, standards, quality systems
Which one to choose from?
 Quality management system ISO 9000
 Total Quality Management (TQM)
 Risk management
 Control Objectives for Information and related Technology (COBIT)
 ISO/IEC 20000 and other ISO standards for IT
 ISO 14001 – Environmental management standard
 Organization and project management including PRINCE2
 Skills Framework for the Information Age (SFIA)
 Capability Maturity Model Integration (CMMI)
 ISO/IEC 27001 – Information security management system
ISO/IEC 20000 is most closely aligned to ITIL and for service providers

31. 31
CSI – Principles
Module 2
Frameworks, models, standards, quality systems
 An effective CSI practice will be integrated within all stages of the service lifecycle
 The greatest value to the business and IT will be realized by having a continuous monitoring and
feedback loop as the service and ITSM processes move through the service lifecycle
 Look for improvement opportunities within service strategy, service design, service transition and
service operation
 It is imperative that the concept of continual improvement be woven into the day-to-day fabric of the
organization

32. 32
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