Course
ITIL® 4 Practice Manager: Collaborate, Assure and Improve («ITCAI»)
Course facts
- Understanding the key concepts, principles, values and challenges of the five management practices of ITIL® 4
- Ensuring that stakeholders understand the strategic and operational requirements to jointly create value and achieve business objectives
- Integrating the practices into the organization's value streams
- Understanding the interfaces and synergies between the five practices
- Applying the metrics and practicing the success factors to improve performance
- Measuring, evaluating and developing the performance of the various practices covered using the ITIL® maturity model
1 Introduction to Collaboration, Assurance, and Improvement Practices
2 Relationship Management
- Purpose and key terms
- Success factors and related metrics
- Value streams and processes
- Organization and People
- Information and Technology
- Partners and Suppliers
3 Supplier Management
- Purpose and key terms
- Success factors and related metrics
- Value streams and processes
- Organization and People
- Information and Technology
- Partners and Suppliers
4 Service Level Management
- Purpose and key terms
- Success factors and related metrics
- Value streams and processes
- Organization and People
- Information and Technology
- Partners and Suppliers
5 Continuous improvement
- Purpose and key terms
- Success factors and related metrics
- Value streams and processes
6 Information Security Management
- Purpose and key terms
- Success factors and related metrics
- Value streams and processes
- Organization and People
- Information and Technology
- Partners and Suppliers
The course content/learning objectives are based on the official syllabus.
Component of the following courses
The course requires an additional time commitment outside of class of at least 20 hours (reading the book and repetition/homework).
The course consists of three days of interactive training consisting of presentation and group exercises. Please reserve evenings during the training for repetition and/or minor homework. The preparation and completion of homework will contribute significantly to exam success.
This training is suitable for anyone who wants to gain more practical knowledge of operational ITIL® practices. This includes operational managers and process managers.
The «ITIL® 4 Foundation» certificate is a prerequisite for this course. If you do not yet have this certificate, attend the following course:
The exam is available in English only. The course materials and official literature are also available in English only.
You will receive a voucher for the online exam via 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 proctor, which requires a device with a microphone and camera. We recommend taking the exam on a private PC/notebook, as company notebooks are often subject to certain restrictions.
For more information about the exam, please visit the PeopleCert website here.
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
If you also successfully pass the course ITIL® 4 Create, Deliver and Support, you will receive the certificate «ITIL® 4 Practice Manager».
Under this link you will find more information about the complaint management of our certification partner and your rights.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.