Alright, got the disappointment off my chest. Now to give you more beneficial feedback on taking the ITIL v3 Continual Service Improvement Exam.
Cold, rainy Seattle morning. Time was set to take the CSI Exam at the local community college. Don’t think I spent enough time preparing. At least not like I prepared for the other exams. Overconfidence – maybe. Hell, I have already banged out 3 other ITIL Intermediate exams over the course of the last 3 weeks – how hard could it be? Harder than I thought.
Continual Service Improvement intertwines with all the other core publications of ITIL. It is the quality and betterment that drives the entire IT service lifecycle. Although the shortest core publication; it is the farthest reaching. Mainly due to the fact that it extends even beyond the core publication and the foundational knowledge found within the other core books.
I found this exam to pull from outside best practices and references more than the other exams. CMMI, COBIT, ISO standards, Quality Management, PRINCE2 and other project management practices, etc seemed to seep in this exam. They don’t inform you that you must be proficient in these other knowledge areas, but it definitely helps.
Many of the questions seemed to seek your ‘next best action’ or ‘best course of action’ or ‘where do you start’. Subjectivity is nothing new to these exams. It is only ‘best practices’ after all. And it is whatever best practices or mode of action the authors of the exam feel it is best. Granted, there is a lot of supporting evidence -primarily what is written in the official manuals – but everyone’s experiences and perspectives are different. So take this as caution when you take the exam. Understand what you think they want you to do. Not necessarily what may be the case in your niche workplace. They are looking for application to the scenario at hand.
My final word of advice would be to take this exam last, if you are pursuing the certifications on the Lifecycle Module path. If you are mixing and matching between modules, just skip it
This post was originally entered on my previous blog.