ITIL® 4 Practice Manager - Collaborate, Assure and Improve
Collaboration, service quality, improvement processes - training incl. certification
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Machine Learning Engineer
1. introduction to the Collaborate, Assure and Improve Practices
2. relationship management
- Purpose and the most important terms
- Success factors and associated metrics
- Value streams and processes
- Organization and people
- Information and technology
- Partners and suppliers
3. supplier management
- Purpose and the most important terms
- Success factors and associated metrics
- Value streams and processes
- Organization and people
- Information and technology
- Partners and suppliers
4. service level management
- Purpose and the most important terms
- Success factors and associated metrics
- Value streams and processes
- Organization and people
- Information and technology
- Partners and suppliers
5. continual improvement
- Purpose and the most important terms
- Success factors and associated metrics
- Value streams and processes
6. information security management
- Purpose and the most important terms
- Success factors and associated metrics
- Value streams and processes
- Organization and people
- Information and technology
- Partners and suppliers
The course content is based on the official course documents.
Requirements:
The "ITIL® 4 (and since October 21, 2024 also v3) Foundation" certification is a prerequisite for this course.
- Know the key concepts, principles, values and challenges of the five management practices of ITIL® 4
- Ensure that stakeholders understand the strategic and operational requirements to jointly create value and achieve business objectives
- Integrate the practices into the organization's value streams
- Understanding the interfaces and synergies between these five practices
- Applying the metrics and practicing the success factors to improve performance
- Measure, evaluate and develop the performance of the various practices covered using the ITIL® maturity model
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 official literature are also only available in English.
A few days before the course begins, you will receive an online exam voucher via e-mail PeopleCert. You must redeem the exam voucher directly with PeopleCert, where you can register for an available exam date. The online exam is proctored by a PeopleCert proctor, which requires a device with a microphone and camera. Take the exam on a personal PC or laptop, as company devices often have certain restrictions.
Format: Multiple-choice questions, Number of questions: 60, Pass rate: 65 percent (39 out of 60 points), Duration: 90 minutes, No aids permitted
If you also successfully complete the ITIL® 4 Create, Deliver, and Support course, you will receive the ITIL® 4 Practice Manager certification.
Please note that PeopleCert will not issue your certificate if the above requirements are not met.
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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