The ITIL Lifecycle in Continual Service Improvement Certificate is one of five courses that fit into the lifecycle stream of the ITIL certification. This certification is intended to enable the holders of the ITIL Foundation certificate in IT Service Management to acquire the skills needed to begin the practical application of the concepts, covered by this course, in support of the Service Management lifecycle.
- individuals who require a detailed understanding of the ITIL Continual Service Improvement phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation.
- IT professionals working within or about to enter a Continual Service Improvement environment and requiring a detailed understanding of the processes, functions and activities involved.
- individuals seeking the ITIL Expert in IT Service Management for which this qualification is one of the prerequisite modules.
- individuals seeking progress towards the ITIL Master if IT Service Management for which the ITIL Expert is a prerequisite.
The exam is gradient, scenario based multi-choice. There are 8 questions to be completed in 90 minutes. 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. The pass mark is 28 marks from 40 (70%).
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Possession of one of the following:
- ITIL v3 or 2011 Foundation
- ITIL v2 Foundation and v2/v3 Foundation Bridge.
Proof of prerequisites MUST be produced on the day of the exam to the trainer.
Acceptable forms of prerequisite confirmation are as follows:
- A copy of the candidates examination certificate
- Confirmed entry in the AXELOS Successful Candidate Register. You will need to provide the full SCR number (registration/candidate number located on your certificate).
Delegates without evidence of the prerequisites will NOT be permitted to sit the exam. For any queries on this please email email@example.com
Delegates whose pre-requisite was taken with BCS simply need to inform QA of this information prior to the exam event. Evidence will not need to be provided on the day of the exam.
You will receive electronic pre-course reading. Delegates should spend a minimum half an hour reviewing the document and are encouraged to explore all of the links provided for further reading. Success on the course will be enhanced by delegates spending at least 21 hours on reviewing their ITIL Foundation material prior to attending one of the ITIL Intermediate 'Lifecycle' courses.
Proof of identification:
If taking an exam, cdelegates are required to provide Photo ID with a valid signature e.g. driving license, passport or named work ID badges prior to sitting their exam. Failure to produce this ID will result in their exam results being withheld until proof of ID is provided to the BCS. Please note that if proof is not provided within 40 days, delegate's exam results will be null and void and a re-sit would be required.
BCS Reasonable Adjustments Policy:
BCS allow additional time for candidates who have a disability or whose native language differs to that of the examination paper. Full details are provided in the BCS Reasonable Adjustments Policy which is available to view on the BCS website. If you believe you qualify for this then please notify the Exam Administration team on the details below as early as possible. At least two weeks' notice will be required for processing this request. Delegates failing to advise QA and provide evidence when requested, may not be allowed the additional support offered via the BCS policy. QA Exam Administration can be contacted by email firstname.lastname@example.org or by phone 44(0) 1793 696162.
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The course is comprised of lecture sessions, facilitated assignments and exercises and a practice examination and covers the following topics
- Introduction to Continual Service Improvement
- Continual Service Improvement Principles and Process
- Continual Service Improvement Methods and Techniques
- Organisation for Continual Service Improvement
- Technology for Continual Service Improvement
- Implementation Considerations
- Critical success factions and risk involved in Continual Service Improvement.
The course also includes the 90 minute CSI exam of 8 multiple choice, gradient scored questions with a pass mark of 70% (28/40).
The ITIL Framework is a source of good practice in service management. ITIL is used by organisations world-wide to establish and improve capabilities in service management. Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services. The capabilities take the form of functions and processes for managing services over a lifecycle, with specializations in strategy, design, transition, operation and continual service improvement. The capabilities represent a service organisation's capacity, competency and confidence for action. The act of transforming resources into valuable services is at the core of service management. Without these capabilities, a service organisation is merely a bundle of resources that by itself has relatively low intrinsic value for customers.
ITIL® is a registered trademark of AXELOS.