ITIL® Continual Service Improvement

ITIL® Continual Service Improvement

Course Description:

During this instructor-led virtual course, participants will obtain in-depth knowledge of the Lifecycle Module Continual Service Improvement according to ITIL. Each module of the lifecycle series covers an introduction to the service lifecycle, the principles, processes, functions and activities within that stage of the ITIL® service management lifecycle, along with technology and implementation considerations.

Learning Objectives:

  • Introduction to Continual Service Improvement
  • Continual Service Improvement principles, processes, methods and techniques, and technology related activities
  • Organization and technology for Continual Service Improvement
  • Understanding implementation approaches, challenges, critical success factors and risks

Who This Course is For:

  • Business Leaders and Executives
  • Project Managers
  • Business Analysts
  • Technology Sales Professionals
  • Network Admin Staff
  • Service Desk Specialists
  • IT Security Professionals
  • IT Managers and Directors
  • Relationship Managers
  • Functional Managers and any IT Service Management Professional


An ITIL Foundation certificate and preferably two years work experience in an IT service management environment.


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.


Exam Information:

Interactive lessons and discussions prepare participants for the optional exam: ITIL Lifecycle Module Continual Service Improvement. This course prepares the participant for the official ITIL 2011 Continual Service Improvement Exam (optional). This 90-minute paper exam is a total of eight (8) multiple choice, scenario-based, gradient scored questions. The passing score is 70%. You may earn 3 of the 22 credits for ITIL Expert Level Certification by passing the exam associated with this course.

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.


Julie-MohrJulie Mohr is a dynamic, engaging change agent who brings integrity and passion to everything. Through her books, articles, speaking, consulting, and teaching – her purpose is to change the world through thought provoking dialog and interaction. Julie is the president of Mind The I.T. Gap. She has a degree in computer science from The Ohio State University and a Master’s Degree in Adult Education from the University of Phoenix.

ITIL® Foundations, Practitioner/Intermediate and Master/Expert Certified, Eric Goodoien is one of the few individuals in the industry that can boast of having ALL ITIL® certifications under his belt. Eric was one of the first individuals in Minnesota to achieve the v3 ITIL® “Expert” designation. Eric is a true “expert” in the ITIL® field, but if you think that’s good, wait until you see his excitement when talking about ITIL® in the classroom and with his students.

Peter Kennedy is an experienced professional specializing in IT Service Management training and consulting with core focus on Problem Solving, Continual Service Improvement, and process implementation. Peter leverages the KEPNERandFOURIE™ thinking methodologies to drive organizational performance through the application of effective processes. Peter’s primary focus is training, facilitation and capability development in the areas of process implementation and improvement, problem solving, and the core competencies of IT Service Management.


“I would like to emphasize the tremendous support, devotion, professionalism and commitment demonstrated by Omnikron, mainly the host Peter Kennedy.”

“Julie is great and keeps your attention – she is fun appropriately and doesn’t take herself too seriously.  It was nice to have Robin join intermittently to say hi and provide updates.  I love Robin, she is awesome!”

“CSI I believe will serve me well in the workplace and personally.  It applies to all areas of our lives.  Continual service improvement is key to competitiveness, and cost effectiveness.  Great materials.”

“Continual Service Improvement is one of the KPI’s that is used to measure my performance internally, and one of the keystones of our service department.  The seven step CSI cycle gives us a valuable framework to track progress.”


This certification is proudly awarded to students who successfully complete the INNOVATE coursework in Omnikron’s Leadership Elevation Framework. [The Leadership Elevation Framework is a trademarked Omnikron methodology.] Successful and lasting innovation requires the skills built through the CALIBRATION, NEGOTIATION, and COLLABORATION phases of the Leadership Elevation Framework. Fittingly, the INNOVATE level builds on these skills by focusing on best practices and the design, implementation and management of cutting edge technology from specialized domains including Big Data, Data Science, ITIL, Cyber Security, SDN / NFV, Cloud, Virtualization and Enterprise Architecture.