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Aim for Effective Returns on Investments with ITIL® Intermediate Continual Service Improvement Training!

ITIL Intermediate Continual Service Improvement Online Training & Certification

Aim for Effective Returns on Investments with ITIL® Intermediate Continual Service Improvement Training!

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Instructor-Led Online Training

  • 16 Hrs Training
  • 2 Mock Tests
  • Certified Trainer
  • Exam Preparation Tips
  • 24x7 e-Learning Access
  • ITIL® CSI Certification from AXELOS®
$ 425
Training Schedule
Start Date End Date No. of Hrs Time (IST) Day  
28 May 2022 11 Jun 2022 16 06:00 PM - 09:00 PM Sat, Sun
11 Jun 2022 25 Jun 2022 16 06:00 PM - 09:00 PM Sat, Sun
25 Jun 2022 09 Jul 2022 16 06:00 PM - 09:00 PM Sat, Sun
09 Jul 2022 23 Jul 2022 16 06:00 PM - 09:00 PM Sat, Sun

Schedule does not suit you, contact us now!    |    Want to take one-on-one training, contact us now!

Course Overview

ITIL® is the most widely used framework for IT service management. Currently in its third version, it describes the best methods to bring the IT services in line with the business requirements.

ITIL® Service Lifecycle category of the ITIL® Intermediate level comprises of Continual Service Improvement (CSI) module as one of its qualifications. This module acquaints the individuals with the principles and techniques of continual service improvement stage without throwing light on the details of specific processes. Also, the CSI practices build the expertise of an individual to handle businesses and projects in such a way that they consistently meet and adapt to the changing needs of end users.

Multisoft Virtual Academy’s ITIL® Intermediate Continual Service Improvement training provides complete information on the technology and tools required to support the CSI activities. This in turn allows individuals to identify the success and evaluate the risk factors associated with it. The main focus of this training module along with the associated exam and certificate is to impart, test, and authenticate the knowledge on best industry practices in service management as acknowledged in the ITIL® Continual Service Improvement publication.

After the successful completion of the ITIL® CSI training, candidates will be able to:

  • Explain continual service improvement
  • Define the principles and processes of continual service improvement
  • Describe continual service improvement techniques and methods
  • Understand the policies for challenges, risk factors and CSFs.
  • Implement continual service improvement

The ITIL® Continual Service Improvement module is worth three credits that further help to qualify for advanced levels, including ’Managing Across the Lifecycle’. Also, the CSI module is one of the prerequisites for individuals aiming for the ITIL® Expert and Master levels in IT Service Management.

Course Contents

Course ContentDetailed Course Topics
  • Continual Service Improvement & Organizational Change
  • Ownership
  • Continual Service Improvement Register
  • Continual Service Improvement & Service Level Management
  • Deming Cycle
  • Service Measurement
  • Continual Service Improvement & Knowledge Management
  • Benchmarking
  • Role of Governance in Continual Service Improvement
  • Other frameworks, models and standards

Target Audience

  • Individuals with a certain number of credits from Foundation and Practitioner level of ITIL® qualification scheme
  • Professionals working as Chief Information Officers (CIOs), Chief Technology Officers (CTOs), Service Designers, IT Architects, IT Planners, IT Consultants, IT Audit Managers and ITSM® (IT Service Management) Trainers etc.
  • ITIL® Foundation certified candidates aiming for higher levels in ITIL®


  • After completing the ITIL® Intermediate Continual Service Improvement training, candidates are eligible to appear for the Continual Service Improvement Examination by AXELOS®, Global Partner Programme.


What is ITIL® Intermediate?

Following ITIL® Foundation, ITIL® Intermediate level qualification is the next stage in the ITIL® Scheme. The Intermediate level is composed of an integrated structure with each module providing a different focus on IT Service Management. Split into 2 areas - ITIL® Service Lifecycle (5 Modules, 3 ITIL® Credits each) and ITIL® Service Capability (4 Modules, 4 ITIL® Credits each), the Intermediate modules go into more detail than the Foundation level. A minimum of 22 credits are required to aim for the ITIL® Expert certification, i.e. the next stage after Intermediate.

What is ITIL® Service Lifecycle and what are its different stages?

ITIL® takes a Lifecycle approach to provide best practice guidance to the IT Service Management. There are basically five stages in the ITIL® Service Lifecycle: • Service Strategy (SS) • Service Design (SD) • Service Transition (ST) • Service Operation (SO) • Continual Service Improvement (CSI)

What are ITIL® Intermediate prerequisites?

To prepare for ITIL® Intermediate Certification, participants must meet the following requirements: Attended training from an Accredited Training Organization (ATO) such as Multisoft Virtual Academy Hold the ITIL® 2011 Foundation Certificate or the ITIL® v2 Foundation plus Bridge certificate  2-4 years of professional working experience in IT Service Management is highly desirable

What if I don’t have ITIL® Foundation Certificate?

Holding the ITIL® Foundation Certificate is mandatory for taking the ITIL® Intermediate Service Design Exam. You can achieve both the certifications (Foundation and Intermediate) by registering with Multisoft Virtual Academy. Write to us at

Who all can attain ITIL® Intermediate Certification?

An IT professional, who is directly or indirectly involved in ITSM can gain value from ITIL® Intermediate: • Individuals who have attained the ITIL® Foundation Certificate and wish to advance and specialize in specific service management areas • CIOs, CTOs, Managers, Supervisory Staff, Team Leaders, Designers, Architects, Planners, IT Consultants, IT Audit Managers, IT Security Managers and ITSM Trainers. • IT professionals in an organization who have adopted ITIL® and need to be informed about on-going service improvement programs. Read on ITIL® Certification: Key for Professional Growth in IT to know how ITIL® benefits professionals globally.

Which Intermediate Modules relate to which common ITSM issues?

Common ITSM Issues Aligned Course
Misalignment Between IT and Business Service Strategy or Service Offerings & Agreements
IT is Considered Poor Value for Money Depends on the source of issue – Service Offerings & Agreements
Over-focus on Functionality Service Design or Planning Protection & Optimization
Poor Change Management Service Transition or Release Control & Validation
Too Many Incidents and Problems Service Operation or Operational Support & Analysis
Problems using External Suppliers Service Design or Planning Protection & Optimization

Which ITIL® Intermediate Module should I choose?

On the basis of an individual’s role, responsibilities and career aspirations, some modules will be more essential than others. For instance, the Service Strategy Lifecycle module will be essential for a Portfolio Manager owing to its grounding in Service Strategy & Portfolio Management. Additionally, both lifecycle and capabilities streams have different target audiences, despite an overlap of content. Please write to us at to know which module is the most relevant for you.

What is ITIL® CSI module?

CSI, i.e. Continual Service Improvement module falls under the Service Lifecycle of ITIL® Intermediate Level. CSI is used to identify the correct metrics out of big amount of data for which monitoring is needed.

What is the purpose of using ITIL® CSI?

There are various purposes of using ITIL® CSI. Take a look at them below: • To support the business with IT services, continually in response to changing business needs • To include all processes, management, 3rd party suppliers • To seek ways to improve service effectiveness, process effectiveness and cost effectiveness

What will I learn under ITIL® CSI module?

Below mentioned are the topics covered under CSI module: • Service management as a practice and CSI principles, purpose, and objective • How all CSI processes interact with other service lifecycle processes • Sub-processes, activities, methods, and functions used in each of the CSI processes • Roles and responsibilities within CSI and the activities and functions to achieve operational excellence • How to measure CSI performance • Technology and implementation requirements in support of CSI • Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks related with CSI

What are the various ITIL® CSI processes?

CSI is based on a 7-step process cycle that helps to collect and use data for getting further benefits from it. Below mentioned are the processes on which CSI module works: • Identifying the strategy for improvement • Defining metrics • Gathering data • Processing data • Analyzing data • Using the data for improvement decisions • Implementing improvements Visit the official website of Axelos to get the details about all processes and activities of ITIL® Service Design.

What are the objectives of ITIL® CSI?

The major objectives can be explained as: • ensuring correct and ample measurements are collected from processes • recommending improvement opportunities by reviewing and analyzing measurements from processes • reviewing service level achievements by comparing to SLA (Service Level Agreement) • improving the cost effectiveness and efficiency of IT service without affecting the quality

What is the scope of ITIL® Continual Service improvement Lifecycle?

ITIL® CSI has a wide scope when it comes to implementing it for improvising an organization's performance. ITIL® CSI covers the following: • all aspects of the service lifecycle, from strategy through design, transition, and operation • overall health of IT service management • alignment of IT services to business development by measuring values of CSI and conducting customer satisfaction survey • maturity and capability of the organization and people by carrying out maturity assessments and compliance audit • continual improvement of all aspects

Are there any risks of implementing ITIL®?

There are a lot of misconceptions about ITIL®. Read on ITIL® Myths & Misconceptions to know the real essence of ITIL® for a professional and an organization.

Which ITIL® qualification has changed the most?

The Service Strategy (SS) publication has undergone the highest amount of change, compared to the other four publications. The concepts themselves are basically the same but are now enhanced with more examples and have been reorganized to some degree. However, the corresponding syllabus still focuses on the key principles of the SS lifecycle stage.

What is the ITIL® Intermediate examination format?

For ITIL® Intermediate Certification, there is a closed-book multiple choice exam comprising 8 questions. The candidate gets 90 minutes to complete the exam. To pass the exam, one needs to score 28 points (70%) or more. Each question has four answer choices. Candidates who select the closest answer are awarded the highest points, i.e. 5. Those choosing the second best will get 3 points and for the third best answer chosen, 1 point is awarded. No points are credited if the candidate chooses the last best answer.

I am ITIL® Foundation Certified. Are there any other qualification levels I need to crack for being an ITIL® Master?

ITIL® certification stands as a quality seal for IT Professionals. If you are ITIL® Foundation Certified, you need to mandatorily appear for Intermediate and Expert level examinations before nailing the certification for ITIL® Master.

How long are the ITIL® qualifications valid for?

ITIL® qualifications never expire and are not valid for any defined period.

Is ITIL® 2011 an update or an entirely new version?

ITIL® 2011 is an update, not a new version. Updates to the publication are designed to: Address suggestions for change made by the training community to make ITIL® easier to teach Resolve errors and inconsistencies in text, diagrams, both in content and presentations Improve the publications by addressing issues raised in the Change Control Log, as analyzed and recommended by the Change Advisory Board (CAB) and approved by the Cabinet Office, part of HM Government. These are largely to do with clarity, consistency, correctness and completeness. For details about Service Strategy publication, refer to AXELOS website

What is the difference between ITIL® v3 and ITIL® 2011?

The most current iteration of the ITIL® core publications is ITIL® 2011. The ITIL® 2011 books replaced ITIL® v3, originally published in 2007. For this reason, the two versions are sometimes referred as "ITIL®v3:2007" and "ITIL® v3:2011". No new content has been introduced in ITIL® 2011 books; rather improvisation has been made on the existing ones. There has been more consistency across the library with better examples, additional process flows and diagrams. ITIL® 2011 is the only version of the ITIL® Foundations Exam that is currently available.

Will the ITIL® 2011 update benefit the end user?

Undoubtedly, the updated publications are quite easier to read and understand, having addressed errors and inconsistencies, and issues highlighted in the Change Control Log and by the training community. Abiding by the project’s primary objective to respond to users’ feedback and requirements, the updated version ensures an improved product.

Should I take the ITIL® Foundation and ITIL® Intermediate exam now or should I wait until more changes are being published in 2011 version?

Any candidate who is currently preparing to take the examination should take it now and not wait until the update has been published. In accordance with the scope for the update, core ITIL® principles and process areas will not change significantly, so candidates’ understanding of the ITIL® principles will be the same regardless of when they take the exam.

How can I keep myself up-to-date with all ITIL® developments?

Multisoft Virtual Academy works on providing you summary of updates about courses that you prefer to study. Simply register at: and get in touch with our expert Program Managers, who entertain all your queries; thereby, delivering best solutions at your time, your place, your pace.

What learning benefits can I get from Multisoft Virtual Academy’s ITIL® Intermediate Training Program?

As part of the training program for ITIL® Intermediate, participants are credited with the below learning benefits. Candidates will be able to understand the: Key principles and models of ITIL® 2011 • Service Lifecycle Approach • Purpose, objective and scope of Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement • Generic concepts in ITIL® 2011 • Best practices of IT Service Management • Processes, roles and functions in ITIL® 2011

How can I check that I am well-prepared and set to nail the ITIL® Intermediate Certification Exam?

Assessments, mock tests, assignments and multiple practice questions are available in the data bank to ensure that our students ace in the very first exam attempt. Project your level of knowledge and areas of improvement @ These mock tests are time-based that are available on the Learning Management System (LMS). At the end of each test, the LMS provides students with the correct answers and their explanations. Moreover, a detailed report shows the complete analysis of your proficiency and areas of development.

What learning elements are included in ITIL® Intermediate course?

Multisoft’s ITIL® Intermediate Online Training program includes the below learning elements: • 16 hours Instructor-led Online Training • Mock Tests • 24*7 E-Learning Access • Certified Trainer • Exam Preparation Tips • ITIL® Intermediate Certification from AXELOS®*

* Certification will be for the ITIL® Intermediate module the candidate registers for.

Can my company be ITIL® certified?

ITIL® is an individual qualification. You can get your professionals trained online, for ITIL® Foundation or ITIL® Intermediate Certification Exam, with Multisoft Virtual Academy that is an AXELOS Accredited Training Organization (ATO)

Why should I Multisoft Virtual Academy for my Online Training Program?

Multisoft Virtual Academy is a 360° learning solution that is a boon to learning enthusiasts in the modern world. The academy is visualized as a large basket of technologies where all the elements of learning are put together; however leverage to define the process is in the user’s hands, according to his/ her convenience. Moreover, the LMS (Learning Management System) provided by Multisoft Virtual Academy is its USP that makes it stand out among others. Not to forget, Multisoft has the Authorized Training Partnership with leading organizations, including Microsoft®, Oracle®, Cisco®, Intel, Red Hat, PMI®, IIBA®, Siemens, ISTQB®, PTC, Bentley and many more. Some of the salient features of Multisoft’s online training are: • Live Instructor-led Online Learning • Experienced and Certified Trainers • Collaborative Platform • 24/7 E-Learning • Assessments & Mock Tests • Score Analysis • Endless Choices • Corporate Solutions & On-Demand Training Read our testimonials to know why students prefer us.

Where and how can I access the E-Learning content? Are there any limitations?

With Multisoft’s 24*7 self-paced learning program, you can have 24/7 access to the E-Learning content on our website once you enroll with us for a course by paying the course fee. For further details, please write to us at I am not able to access Multisoft’s Online Training course. Whom should I contact for assistance? Please write to us at or chat with us now for an instant solution.

Do you provide any course completion certificate?

Yes! We do provide a course completion certificate after you successfully complete the training program from Multisoft Virtual Academy.

I am a working professional and none of the batch timings are suitable for me. Can Multisoft be of some help?

You can opt for our Instructor-led Live Online Training Sessions and get your access to an interactive communication platform that complements our expert trainers’ skills by providing them intuitive tools to share documents, videos, applications and desktop in real time. Individuals who are looking for undivided attention from our experts can opt for our One-on-One Mentorship program. For complete details, please visit us at or write to us at

Is the trainer certified?

Yes, the trainer at Multisoft Virtual Academy possesses an extensive corporate experience in driving business transformation activities and system improvements. With more than 20 years of experience in IT Service Management, our Expert chose to move to education to help professionals in becoming competent. For more details, please visit

How would ITIL® training from Multisoft help me?

Multisoft is an AXELOS® Accredited Training Organization. After completing the ITIL® Intermediate Service Design Training, candidates are eligible to appear for the Service Design Examination by AXELOS, Global Partner Programme.

Will Multisoft provide me with ITIL® Intermediate Certification?

>Multisoft Virtual Academy’s training cost for ITIL® Intermediate includes the certification fee. After the completion of the training, Multisoft schedules the certification exam with PEOPLECERT®, which is the authorized examination institute for ITIL® exams. Our pass rate for ITIL® exams has been 100% consistently. In addition, participants are provided with the ITIL® Intermediate Training Certificate from Multisoft. For more details, please send us your query @

Can I register for programs if I am an international student?

Yes. This is because MVA programs are online and you never have to actually travel or sit as in a conventional classroom training program. Moreover, you can schedule your learning as per your convenience. Multisoft’s 360° learning solution and a 24*7 E-Learning center provide you with relevant course material for nailing certification exams in an easier way.

What are the payment options?

If you wish to reserve your seat in any of Multisoft’s Online Training Programs, just click on the Enroll button that directs you to our online banking payment gateway. You may even contact our Program Managers and send us your query at for specific details.

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