NUS Institute of Systems Science

NICF- ITIL® Continual Service Improvement Certificate

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About the course

This is one of the ITIL® Intermediate Level courses leading to the ITIL® Expert Certificate. You may refer to the official ITIL® Credit Profiler on suitable course combinations that will lead to the Expert certification.

This course immerses the participants in the practical aspects of the ITIL® Service Lifecycle and processes associated with the Continual Service Improvement of services and service delivery. Focusing on the process elements involved in identifying and introducing service management improvements, this course also deals with issues surrounding service retirement. Participants will be provided with practical and hands-on learning experiences via a scenario-based approach.

Key Takeaways

  • How to carry out ITIL implementation as an improvement process
  • How to benchmark the organisation and set targets for improvement
  • How to sustain continual improvement

What Will Be Covered

  • Introduction & overview
  • Continual service improvement principles
  • Continual service improvement processes
  • CSI methods & technique
  • Organisation for continual service improvement
  • Technology for continual service improvement
  • Implementing continual service improvement
  • Critical success factors and risks
  • Summary & exam preparation


Lectures, discussions, class exercises, workshops and certification exam

Who should attend

The course is designed for CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers, ITSM trainers and any IT professional working in a CSI environment who require a detailed understanding of the concepts, processes, functions and activities involved.


Participants who wish to be trained and certified for this qualification must already possess the ITIL® Foundation v3 Certificate (or v3 Foundation Bridge certificate).

Trust the experts

Harold Petersen

Harold Petersen has over 20 years industry experience, specialising in areas of IT Service Management, Project Management, Governance, Outsourcing Management and Organisational Change. He has lived and worked in Asia Pacific, Australia, New Zealand, Europe and Africa and supported customers in al...


Jamie Donoghue

Jamie, a dual citizen of the UK and NZ, has spent over 20 years improving the business value of IT Services for public and private organisations in the UK, Australia and South East Asia. His experience spans the full spectrum of IT functions including: IT Strategy and Governance Business Develo...


Krist Yong

Krist has a diverse background in many facets of business and IT management. As an ITIL Expert, Krist has lead numerous large-scale ITSM implementations and integrations across Asia Pacific. His current focus is on enabling multi-speed IT through orchestration and automation using the ServiceNo...


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