ITIL® Continual Service Improvement

The Continual Service Improvement process is all about using methods of quality management to learn from past incidents and failures to constantly improve the effectiveness and efficiency of processes and operations. It covers aspects like service review, process evaluation, CSI initiatives and monitoring of the CSI initiatives.

ITIL Continual Service Improvement course will allow participants to learn the principles, concepts, processes, and best practices described in the ITIL continual service improvement core volume. Through a series of lectures and hands-on practical exercises participants will be prepared for both the adoption of service management best practices in the organization and for the certification exam that occurs at the end of the class. This course focuses on topics such as continual service improvement principles, the business value of continual service improvement, using the continual service improvement approach, and the Deming Cycle.

The ITIL Foundation certification is a pre-requisite to take the exam at the end of the class. Proof of certification must be provided in order to receive continual service improvement exam results.

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In order to pursue the ITIL – Continual Service Improvement examination, participants need to have an ITIL Foundation certification (v3 or newer). Ideally, two or more years of related work experience is recommended. It is also recommended that the participant read the ITIL Service Continual Service Improvement 2011 Edition for pursuing this course.

After completion of Cognixia’s ITIL Continual Service Improvement program, the participant needs to appear for the ITIL Continual Service Improvement examination conducted by ITIL, to get certified by ITIL.

The ITIL® Continual Service Improvement certification exam is an 8 question multiple-choice exam. Native English speakers are allowed 1 hour 30 minutes to complete the exam. If English is your second language you are allowed an additional 30 minutes for a total of 2 hours. The exam is gradient-scored, meaning that for each of the 8 questions there are 4 possible answers. Answer reward a different number of points based on level of accuracy according to the following scale:

• Best answer – 5 points
• 2nd Best answer  – 3 points
• 3rd Best answer – 1 point
• Worst answer – 0 points

A passing score on the exam is 28 or more points out of the 40 possible points, or 70% or above. The ITIL® Continual Service Improvement certification is an intermediate-level certification that demonstrates in-depth understanding of the concepts described in the ITIL continual service improvement core book. The exam can be delivered paper-based or online. Upon passing the certification exam, you are awarded 3 credits in the ITIL® certification scheme.