ITIL Expert - Continual Service Improvement

CIOs, CTOs, IT Consultants, IT Audit Managers, IT Security Managers, other IT staff & managers.

This ITIL Training Module forms part of the ITIL Intermediate Lifecycle Stream.  Successful completion of the exam will provide an ITIL Certificate and 3 credits towards achievement of the ITIL Expert qualification.

Following the completion of this unit, the candidate will know:

• The importance of Service Management as a Practice concept and Continual Service Improvement Principals, Purpose and Objective
• How all processes in ITIL Continual Service Improvement interact with other Service Lifecycle Processes
• The sub-processes, activities, methods and functions used in each of the ITIL Continual Service Improvement processes
• The roles and responsibilities within ITIL Continual Service Improvement and the activities and functions to achieve Service Improvement excellence
• Technology and implementation considerations surrounding ITIL Continual Service Improvement
• Challenges, Critical Success Factors and Risks associated to ITIL Continual Service Improvement

ITIL Foundation Certificate in IT Service Management

(V3 Foundation OR V2 Foundation plus Foundation Bridge Certificate)

Basic IT literacy and 2 years' IT experience are recommended.

21 hours' personal study including review of the syllabus and Service Design book.

The ITIL Intermediate Qualification: Continual Service Improvement is awarded to those who complete the following eight units of study and successfully pass the relevant multiple choice examination.

• Introduction to Continual Service Improvement
• Continual Service Improvement Principles
• Continual Service Improvement Process
• Continual Service Improvement Methods and Techniques
• Organisation for Continual Service Improvement
• Technology for Continual Service Improvement
• Implementing Continual Service Improvement
• Critical success factors and risks

ITIL Expert Service Design Certificate

The exam is taken on the final day of the course:

Format:   Eight (8) multiple choice, scenario-based, gradient scored questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.

Duration:   90 minutes
Open Book:   No
Pass Mark:   28/40 or 70%