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ITIL® Continual Service Improvement Certificate

ITIL® Continual Service Improvement Certificate

Summary

The continued improvement of the quality of services is a must for any organization. It proves that you take the users of your services seriously. That is why the Continual Service Improvement module should not be missing from the ITIL® exams offered for IT Service Management.

 

Target group

An exam for CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.

 

Context

You would like to improve how you provide services and learn more about the principles, processes, methods, organization and techniques. Your full attention is on implementation and the critical success factors for continued improvement of services.

 

e-Competence Framework (e-CF)

The mapping of this certificate against the e-Competence Framework.

 



Level
e-CF Area e-Competence e-1 e-2 e-3 e-4 e-5
PLAN A.2. Service Level Management




RUN C.3. Service Delivery




C.4. Problem Management




ENABLE D.2. ICT Quality Strategy Development




D.9. Personnel Development




MANAGE E.5. Process Improvement

 

E.6. ICT Quality Management


 


Legend for coverage
:


General - The competence is covered at the level indicated

Partial - The competence is covered to some extent

Superficial - Relevant knowledge is covered to some extent

The competence level is available in the framework

The competence level is not available in the framework

 

Prerequisites

- The ITIL® Foundation certificate in IT Service Management*

- An accredited training by an accredited training provider

 

*Or the Foundation certificate in IT Service Management (based on ITIL®) (version 2)  in combination with the ITIL® Foundation bridge certificate.

 

Exam content

Candidates are tested on 8 topics:

  • Introduction to continual service improvement
  • Continual service improvement principles
  • Continual service improvement process
  • Continual service improvement methods and techniques
  • Organizing for continual service improvement
  • Technology considerations
  • Implementing continual service improvement
  • Challenges, critical success factors and risks

 

Click here to download the glossary in the download section in the right column.

 

Exam Details

  • Number of questions: 8
  • Pass mark: 70%
  • Open book: No
  • Electronic equipment allowed: No

 

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