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ITIL® Continual Service Improvement Certificate

ITIL® Continual Service Improvement Certificate

摘要

每个组织都需要关注服务质量的持续改进。这是对服务负责任的态度。因此,持续服务改进是整个IT服务管理认证中不可或缺的模块。

 

目标受众

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.

 

相关内容

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.

 

以前知识

ITIL® Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate). Candidates must have undertaken their Intermediate training with an EXIN-accredited training provider.

 

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

 

考试要求

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.

 

考试详情

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

 

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