NICF- ITIL® Continual Service Improvement Certificate


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.

Upon successful completion of this course, you will earn 21 PDUs (PM: 21) that can be used to maintain your PMP® credential. Note that for the purpose of PDU reporting by those with PMP® credentials, the PMI REP Provider Number of ISS is “2339”.

Upcoming Classes

Class 1 13 Mar 2019 to 18 Mar 2019 (Full Time)

Duration: 4 days

13, 14, 15, 18
9:00am - 5:00pm

Class 2 21 Oct 2019 to 24 Oct 2019 (Full Time)

Duration: 4 days

09:00am to 05:00pm

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

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).

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


Course fees and exam fees are payable as follows:

(a) Course Fees

International Participants


Full course fee



7% GST on full course fee



Total nett course fee payable, including GST



Singaporeans aged 25 and above can use their SkillsFuture Credit to pay for course fees, apart from government subsidies. For more information, click here.

(b) Exam Fees

International Participants/S'poreans/PRs

Exam fee 


7% GST on fee


Total fee payable S$429.28

Exam & Certificate

Certificate of Completion

The ISS Certificate of Completion will be issued to participants who have attended at least 75% of the course.

WSQ Assessment

  • Broad Schedule of Assessment: During the course after the 2nd day
  • Passing Criteria: Achieve the objectives of the case study scenario workshops
  • Assessment Method: Workshops. For certification exam, refer to ‘Exam Overview’ below

Upon passing the assessment, Statement of Attainment (SOAs) will be issued to certify that the participant has passed the following Competency Units:

  • IT-CIO-513S-1 Manage innovation and continuous improvement

Participants may need to attend additional coaching sessions and re-assessments if they do not pass the required competency units. ISS reserves the right not to disclose any information on the course assessment process.

Exam Overview

Examination will be conducted on the last day of the course. It comprises 8 multiple choice, scenario-based, gradient scored questions to be completed within 90 minutes. The passing mark is 70%.

Preparing for Your Course

NUS-ISS Course Registration Terms and Conditions

Find out more.

NUS-ISS and Learner’s Commitment and Responsibilities

Find out more.

WIFI Access

WIFI access will be made available. User ID and password will be provided in the participant’s kit.


Institute of Systems Science, NUS
25 Heng Mui Keng Terrace
Singapore 119615 

Click here for directions to NUS-ISS.

In the event of a change of venue, participants are advised to refer to the acceptance email sent one week prior to the commencement date.

Course Confirmation

All classes are subject to confirmation and ISS will send an acceptance email to participants one week prior to the commencement date. Confirmed registrants are to attend and complete all lectures, class exercises, workshops and assessments (where applicable). Additionally, all responses to feedbacks and surveys conducted by ISS and its partners must be submitted. All training and assessments will be delivered as described in the course webpage.

General Enquiry

Please feel free to write to or call 6516 2093 if you have any enquiry or feedback.


Mr. Harold Petersen

UXC Consulting View Profile >

Mr. Jamie Donoghue

VisionLed View Profile >

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