• 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.
Possesion of one of the following:
• ITIL v3 or 2011 Foundation
• ITIL v2 Foundation and v2/v3 Foundation Bridge.
Failure to comply to these pre-requisites will result in delegates results being withheld by the BCS.
On attending the course please ensure you provide documented evidence that you have passed the ITIL Foundation course by either presenting your certificate (or a copy of your certificate) to the course lecturer. If you cannot provide the physical certificate, then as a minimum you must provide the certificate number. Failure to comply to these pre-requisites will result in delegates results being withheld by the BCS.
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.
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:
All delegates requiring any additional assistance with exams must be aware of the BCS Reasonable Adjustments Policy. Prior notice and proof of any additional support must be requested in writing 3 weeks prior to attending any BCS course. Delegates failing to advise Envision of any special requirements may result in additional support not being provided.
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.
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%).
|Course Duration||3 Days|