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Sunday, February 1, 2009

Continual Service Improvement

The first certification course focused on Continual Service Improvement (CSI) will rollout on March 2-4 at ITSM Academy. This three day course is part of the ITIL V3 Lifecycle stream and is culled from the ITIL publication of the same name.

With so many Intermediate courses to release, our Curriculumn Development team examined what process education was already available in some form and what critical aspects were not yet being well covered. While there are many courses available that cover the common processes of Incident, Problem, Service Desk, Change Release and Configuration, there has been a lack of formal education on CSI.

Our experience with ITSM implementations indicates that organizations usually have or gain the skills necessary to implement and execute key processes. What seems to be lacking is the knowledge of how to define, measure and use process data to sustain and improve service quality. Continual Service Improvement is a running theme throughout ITIL, MOF and ISO/IEC 20000. In the famous line from Nike - there is no finish line!

So we have decided to begin our Lifecycle series with the stage that encompasses the entire Service Lifecycle - CSI. It is our hope and intent that in doing so, our learners will enter other Capability and Lifecycle courses already equipped with the core CSI skills needed to manage, execute and improve any process or lifecycle stage.

For more information about the CSI Lifecycle Certification course, please visit

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