Understand the purpose, objectives, and scope of the CSI lifecycle stage. It is important to remember that CSI is concerned with maintaining IT services in line with business needs, not simply to meet service targets. This should be done on a regular basis and applied to all areas of service management.

Recall the steps of the CSI approach and of the Deming cycle. The CSI steps identify the approach taken to manage an improvement initiative and ensure it continues to meet the objectives of the business. The Deming Cycle consists of Plan, Do, Check, and Act, and its aim is to ensure consolidation of achievement and a managed improvement approach to quality services.

Understand the purpose of the CSI register. The register enables the tracking and management of the improvement initiatives being undertaken by the IT service provider. It is maintained and managed by the CSI manager.

Identify the different types of measures and three types of metrics: technical, process, and service. Measures include critical success factors, key performance indicators, and how these are used in each service lifecycle process. The three types of metrics interact to provide a complete measurement of the service, which can be presented in a customer-facing format.

Understand the use of baselines. Baselines are used in continual service improvement as a comparison point for verifying improvement activity.

Understand the use of the seven-step improvement process, and recall the steps of the process. This process is used to manage the gathering, analysis, and presentation of data.

Know how the seven-step improvement process integrates with the DIKW knowledge model and the Deming cycle. Understand the interaction of each step of the seven step process with the DIKW and Plan-Do-Check-Act.