1. introduction to the Collaborate, Assure and Improve Practices
2. relationship management
3. supplier management
4. service level management
5. continual improvement
6. information security management
The training requires at least 20 hours of additional time outside of class (reading the book and revision/homework).
The training consists of three days of interactive training with presentations and group exercises. Please reserve the evenings during the training for revision and/or small homework assignments. The preparation and completion of homework contribute significantly to exam success.
The examination is held exclusively in English. The course materials and the official literature are also only available in English.
You will receive a voucher for an online exam by email from PeopleCert a few days before the course starts. The exam voucher must be redeemed directly with PeopleCert, where you can register for an available exam date. The online exam is proctored by a PeopleCert invigilator, which requires a device with a microphone and camera. We recommend taking the exam on private PCs/notebooks, as company notebooks are often subject to certain restrictions.
Format: Closed book, multiple-choice exam questions, number of questions: 60, pass rate: 65% (39 points out of 60), duration: 90 minutes, no aids allowed
This training is suitable for anyone who wants to gain more practical know-how on operational ITIL® practices. This includes operational managers and process managers.
The "ITIL® 4 Foundation" certificate is a prerequisite for this training.
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The training is carried out in cooperation with an authorized training partner. This partner collects and processes data under its own responsibility. Please take note of the corresponding privacy policy.