This course from Dot Com Systems is intended to teach the students about this unified training course that immerses students in the overall processes, concepts, methods and policies related with the CSI phase of the Service Lifecycle. This course includes the control and management of the techniques and activities within the CSI stage, but not the detail of each of the supporting processes.


  • IT consultants
  • Chief technology officers
  • IT audit managers
  • Service test managers
  • Managers
  • Supervisory staff
  • Team leaders
  • Chief information officers
  • IT planners
  • IT security managers
  • Service designers
  • IT architects

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
  • Understanding technology and implementation requirements in support of CSI
  • The challenges, critical success factors and risks related with CSI


Prerequisites: Candidates for this course must:

  • Hold an ITIL Foundation Certificate (holders of Foundation certificate from an earlier version of ITIL , e.g.: earlier ITIL qualifications, must pass the current ITIL Foundation exam before attending this course)
  • There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable



  • Upon successful passing of the ITIL CSI Lifecycle exam, the student will be recognized with 3 credits in the ITIL qualification scheme.
  • Project Management Institute – Professional Development Units (PDUs) = 21