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
Course Outline :: ITIL® v3 Continual Service Improvement Lifecycle Course ::
Understanding technology and implementation requirements in support of CSI
The challenges, critical success factors and risks related with CSI
Course Organization Logistics
A maximum of 12 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 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
Course Outline :: ITIL® v3 Continual Service Improvement Lifecycle Course ::
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) = 24
Programme scope, delivery arrangements and suitability are confirmed during enquiry.