Final Stab at CSI

I did it! I finally cleared all the ITIL® v. 3 Intermediate Lifecycle certification exams! CSI (Continual Service Improvement) was the one causing me headaches. Failed it before. But now have passed it with distinction. That would make all 5 certifications passed with distinction.

Now only Managing Across the Lifecycle exam remains. This is the capstone that pulls all the ITIL principles in place. Upon passing that exam, I will finally reach the designation of ITIL v. 3 Expert!

I’ll keep you posted.

Reading Kotter’s Change Book

As noted in another post, I failed to clear the Continual Service Improvement -CSI- of the the ITIL v3 Intermediate certification exams. The only one remaining in my goal to clear all the Intermediate Lifecycle modules. All the others I have passed. Not only passed; but with distinction. Alas, for some strange reason this CSI exam eludes me.

Determined to pass this one soon, I am trying to find inexpensive ways to enhance my preparation. Very little resources are out there to prepare oneself for the CSI exam. I have taken multiple practice exams (oddly have passed each one on the first attempt) and have read the CSI core publication. I will read the core book a little more closely once again and take extensive notes. In the meantime, I thought I might complement my studies with a side book.

The CSI book stresses the 8 Steps to Transforming Your Organization theorized by John Kotter. Hence, I thought: let’s read it straight from the source. Grabbed a copy of Kotter’s “ground-breaking” book Our Iceberg is Melting Sadly, this has been the lamest professional book I have read since… Who Moved My Cheese. Maybe because they take the same lame ass way of presenting the data. And yet people eat this stuff up. I think it belittles people’s intelligence. I guess I might be in the minority when I think professional books should be… more professional?

Only 147 pages. With pictures. Then add ample white space . And 16 point FONT! I think the entire book is no longer than my entire blog.

What was most annoying, was the feeble attempts at using an analogy, but not sticking with it. He went from penguin actions to human actions. If you are going to use an analogy, then stay in the analogy. This book was so disconnected. Î guess I should not be too harsh. I am working on an ITIL v3 Foundation book using an analogy/story. I might have to take other’s criticism.

But it is a short read. Don’t waste any money buying it. You can finish before you leave the bookstore. Keep the change. The lesson on the ‘change’ is worthy. Knowing the 8 steps is good. At least for those considering sitting for the CSI certification exam. I have also produced a GoGogh podcast/radio show on the topic. I will link it once it is up.

I have also received the new book by Chip and Dan Heath entitled, Swith. The topic is also change management. I have higher hopes for this. I really enjoyed their last book, Made to Stick. I’ll give you my review once I am finished.

Until then, I need to re-read the CSI publication in preparation for my exam Monday.

When Taking an ITIL Intermediate Exam – get it down to 2

There are only 4 choices on your Intermediate exam. You know that one is the distractor. Find it first and eliminate it! Search for the one that does not belong. Either because it contains an error or sticks out from the others.

There is often a pattern with the four answer choices. Two answers – or possibly 3- typically have common threads. Material may be identical, with point here or there being different. When the question was authored, the correct answer may have a few of the points or words altered – turning it into the “mostly correct” answer. Consequently, if you notice that 2 or 3 answers have the same core response and one that goes on a whole new path, the one on the off path is most likely the distractor.

Doing this first step at least guarantees you a point. Scoring any distractors – worth 0 points – hurts your score hard. Getting rid of the answer that does not belong cleared out from the start makes it a “best out of three” chance. From here, you can start weeding thru the points that are good and picking the best of what remains.

Another Go at CSI

Tomorrow, I retake my CSI Intermediate ITIL exam.  As posted earlier, my previous attempt missed by 1 point.  Time to give it another go.

Not certain what else I can do to prepare at this time.  My plan is strictly to re-read the core CSI publication once more.  Having taken the exam once already –  not to mention the other Lifecylce Modules: Service Operations (SO), Service Transition (ST), and Service Strategy (SS).  I am familiar with the question types.  Familiar with the topic.  Now it is making certain I align it with their thinking.

With luck, this time I will not have a repeated scenario with an unaligned question.