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ITIL® Service Lifecycle - Continual Service Improvement

Online course including exam

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Study method
Online, self-paced
ITIL V3 Intermediate: Continual Service Improvement
Professional certification What's this?
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

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This IT Service Management Online training course will prepare delegates for the Continual Service Improvement exam, which is included in this course. ITIL Online Continual Service Improvement Training Course will build on previous knowledge from the ITIL Foundation certification, which will allow them to improve their career prospects and abilities within the workplace. Students will learn about the IT Service Lifecycle design, strategy, operation and transition stages, as well as how to organise and execute the process. The ITIL Online Continual Service Improvement Training Course allows the delegates to take part in distance learning at their own pace, adapting to their busy schedules and allowing them to complete their exams when they feel ready.


ITIL V3 Intermediate: Continual Service Improvement


Course Duration:

This ITIL online training course has a duration on 10 hours, however you will have access to the course for 90 days from the day of booking.

Course Outline:

This ITIL® Continual Service Improvement online training course includes the following modules:

  • Introduction to ITIL® Continual Service Improvement
  • Principles of ITIL® Continual Service Improvement
    • Understanding change
    • Influence of service level management and knowledge management
    • Framework and model use
  • Continual Service Improvement Process
    • Seven-Step improvement process
    • Application and benefits of each step
    • How Continual Service Improvement integrates with stages of ITIL service lifecycle.
  • Continual Service Improvement Techniques and Methods
    • Using metrics, service measurement, service reporting and benchmarking
    • Creating return on investments
    • Measuring benefits achieved
  • Continual Service Improvement Organisation
    • Designing, implementing and populating a RACI diagram
    • Roles of the Continual Service Improvement manager
    • Roles of the process owner, service owner, process practitioner and process manager

Topic Background:

In the 1980s, the UK Government’s Central Computer and Telecommunications Agency (CCTA) developed a set of recommendations after realising private sector contracts and standard practices has begun creating their own IT management practices independently. The IT Infrastructure Library (ITIL) began as a collection of books, each covering a specific area within IT Service Management. It was created around a process model-based view of the control and management of operations. In 1989-96, the number of books in ITIL v1 grew to over 30. In the early 00s, ITIL v2 merged the books into nine “sets” that grouped related process guidelines to work alongside the different aspects of IT management, IT applications and IT services. It was updated in 2007 and then again in 2011, giving us ITIL v3, with five volumes.


This ITIL Online Continual Service Improvement training course is accredited by BCS.


Is this course accredited?

This ITIL Online Continual Service Improvement training course is accredited by BCS.

Does this course include exams?

Yes, this ITIL Online Training Course includes the Continual Service Improvement exam.

What is the structure of the exams?

The ITIL Online Continual Service Improvement exam is scenario-based.

Are there any pre-requisites for the course?

It is required that delegates complete and pass the ITIL Foundation course and exam before enrolling onto this course.

How long until I receive the course confirmation details?

If you purchase the course online, you will receive you welcome pack immediately after making the payment. If you purchase the course through one of our learning advisors on call, your account will be set up within one business working day.

How long do I have access to the materials for?

You will have access to the materials for 90 days from the day of booking.

Who provides this course?

We provide all of our courses, which are created by our dedicated in-house online training team.

What support do you offer?

Our customer service department is available 24 hours a day, answering questions and offering support around the clock

What is online training?

Online training, also known as computer-based training (CBT), eLearning and distance learning is a form of training that takes place solely on the internet, using audio, video and graphics.

What’s Included?

  • 24/7 access for 90 Days to the online training course enabling you to study anytime, anywhere.
  • Interactive and engaging online training modules designed based on time tested methodologies for effective learning.
  • Easy to use online interface with navigation videos and tools to assist you in every step of your learning experience.
  • Technical, administrative and tutor support through our online Support suite.
  • Discussion Forums to interact with other online students.
  • Personal Performance Dashboard giving you a snapshot of your real time progress.
  • Free Global Live Sessions (GLS) – Online live sessions designed to bridge the gap between online self-learning and the benefit of having tutor support in class. GLS are interactive online video conferences conducted for you to get subject related assistance from our experienced trainers.
  • *Free and unique Walk-in Clinics – Face to face sessions to interact with tutors in one of our training centres.
  • Module level assessments to test your subject knowledge at each stage.
  • Exam Simulator – Mock examinations timed and scored like your final certification examination to provide you an on-hand experience.
  • Comprehensive online examination guidance.
  • Certification Examination

*Subject to availability of the specific training in the specific city.

Exam Structure

ITIL Continual Service Improvement Online Training Course Exam details:

  • Mulitiple-choice, scenario-based, gradient-scored questions
  • 1 ½ hour duration
  • 8 questions
  • 70% pass mark

The ITIL® courses on this page are offered by The Knowledge Academy ATO of AXELOS Limited. ITIL® is a registered trademark of AXELOS Limited. All rights reserved.

Who is this course for?

ITIL Online Continual Service Improvement Training Course with Exam is intended for those looking to learn about the Continual Service Improvement area of IT Service Management to gain the certifications needed for a career or just to improve on their understanding. This ITIL Online Training Course is specifically intended for those with busy schedules that require the flexibility to study in their own time.

This Certification is most suited for:

  • IT support engineers looking to specialise in network support and management
  • Network Engineers
  • IT professionals looking for a widely regarded industry-specific qualification
  • Executive and Directors of IT department

By choosing online learning instead of a classroom based course, it eliminates the need for time away from work, saving you valuable time and money. It is also ideal for those with tight schedules as our distance learning gives you 90 days access, meaning it can be picked up whenever you have the time. As all you need for this course is an internet connection, this course can be studied from home, meaning you can study in a more comfortable environment, also saving on travel costs.


It is required that delegates complete and pass the ITIL Foundation course and exam before enrolling onto this course.

Questions and answers


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What does study method mean?

Study method describes the format in which the course will be delivered. At courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

What are CPD hours/points?

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on, many of which can be completed online.

What is a ‘regulated qualification’?

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

What is an ‘endorsed’ course?

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body’s logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.