Course Description:
This 3-day course immerses learners in the overall concepts, processes, policies and methods associated with the Continual Service Improvement (CSI) phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the CSI stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.
Audience:
The CSI Lifecycle course will be of interest to:
Individuals who have their ITIL v3 Foundation Certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications.
Individuals who require a deeper understanding of the CSI stage of the Service Lifecycle and how activities in this Lifecycle stage may be implemented to enhance the quality of IT service management within an organization.
IT professionals working in or new to a CSI environment who require and understanding of the concepts, processes, functions and activities involved.
Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules.
Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite.
A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.
Learning Objectives:
Upon completion of this course and examination, the learner will gain competencies in:
Understanding Service Management as a Practice and CSI principles, purpose and objective
Understanding how all CSI processes interact with other Service Lifecycle processes
The sub-processes, activities, methods and functions used in each of the CSI processes
The roles and responsibilities within CSI and the activities and functions to achieve operational excellence
How to measure CSI performance
Understanding technology and implementation requirements in support of CSI
The challenges, critical success factors and risks related with CSI
Course Organizational Logistics:
A maximum of 18 people can attend this course with 1 instructor
Classroom with U-shaped seating arrangement
2 break out rooms where available
Whiteboard, flipchart, projector
Previous ITIL Certificate numbers need to be provided prior to the start of the course
Course runs 08:00 – 5:30 each day – the exam can be scheduled from 4:00 – 5:30 on the last day
Prerequisites:
Candidates for this course must:
Hold an ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate
There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable
Course Student Material
Students receive a copy of the classroom presentation material, practice exam, case study, homework and assignments.
ITIL best practice core books are available as electronic .pdf, printed book and online subscription versions.
About the Examination:
Evidence of ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate and completion of CSI Lifecycle course from an Accredited Training Provider is required to sit the exam
It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the CSI book in preparation for the examination.
The syllabus can be downloaded from:
The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
Exam duration is a maximum 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
Pass score is 28/40 or 70%
Distinction pass score is under consideration
Credits:
Upon successful passing of the ITIL v3 CSI Lifecycle exam, the student will be recognized with 3 credits in the ITIL qualification scheme.
Project Management Institute – Professional Development Units (PDUs) = 21
Agenda:
1. Introduction
- 3. Continual Service Improvement Process
- 6. Technology for Continual Service Improvement
- 2. Continual Service Improvement Principles
- 4. Continual Service Improvement Methods and Techniques
- 7. Implementing Continual Service Improvement
- 8. Critical Success Factors and Risks
Lunch
- 3. Continual Service Improvement Process
- 4. Continual Service Improvement Methods and Techniques
- 8. Critical Success Factors and Risks
- 5. Organization for Continual Service Improvement
- 9. Exam Preparation/Mock Exam
- 6. Technology for Continual Service Improvement
Homework (review of day’s material)
Exam
Ordering Options:
Description
Code
v3 Service Operation Lifecycle Course – Materials printed by ITpreneurs
ITL9339MPI
v3 Service Operation Lifecycle Course – Materials printed by partners
ITL9339MPP
v3 Service Operation Lifecycle – Online exam
ITL9339XO
v3 Service Operation Lifecycle – Paper exam
ITL9339XP
v3 Service Operation Lifecycle – Instructor
ITL9339I
ITpreneurs Training Material Accreditation Status
ITIL ® is a Registered Trade Mark, and Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office.
The Swirl logo™ is a Trade Mark of the Office of Government Commerce.
R.E.P. ® is a registered service and membership mark of Project Management Institute, Inc.
PMI® is a registered trade and service mark of Project Management Institute, Inc.
This is a version-specific reference outline. Confirm the current syllabus and delivery arrangements with EIEIO.