The ITIL Intermediate Qualification: Continual Service Improvement Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL Continual Service Improvement publication.

Target group

The target group for the ITIL Certificate in Continual Service Improvement is:

• Individuals who require a detailed understanding of the ITIL Continual Service Improvement phase of the ITIL core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation
• IT professionals working within or about to enter a Continual Service Improvement environment and requiring a detailed understanding of the processes, functions and activities involved
• Individuals seeking the ITIL Expert in IT Service Management for which this qualification is one of the prerequisite modules
• Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite

This may include but is not limited to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.

Learning objectives

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

• 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
• Implementation Considerations
• Critical success factors and risks

Prerequisites

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.

Learning outcomes

Following completion of this unit, the candidate will possess knowledge of:

• 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

Reference Materials

The examination has been written on the basis that in preparing for the examination, all candidates will have attended an accredited training course and will have read the ITIL Service Lifecycle Practices Core guidance which includes:

About the Examination

Type: Online, 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: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language are allowed to use a dictionary)

Pass Score: 28/40 or 70%

What is included

1. This course comes with the unique SMME 'PASS THE COURSE GUARANTEE' – we are so certain that our teaching will help you pass the course that, if you do not, we will let you attend a future course for free (valid 6 months after the initial course; you will only have to pay the repeat exam and accommodation fees of 30 USD per day).
2. Full course materials are included in the price
3. Comfortable training location, enjoyable meals and refreshments
4. The best trainers in the business - all native English speakers 
5. The cost of the exam is also included in the price - there are no hidden extras. 
6. Professional administration and the certainty that you can re-sit exams and attend follow-on courses in your region
7. Consistent very high (>80%) in-class satisfaction ratings ("happy sheets").

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