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
- Introduction to Collaboration, Assurance, and Improvement Practices
- Relationship Management
- Purpose and key terms
- Success factors and related metrics
- Value streams and processes
- Organization and People
- Information and Technology
- Partners and Suppliers
- Supplier Management
- Purpose and key terms
- Success factors and related metrics
- Value streams and processes
- Organization and People
- Information and Technology
- Partners and Suppliers
- 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
- Continuous improvement
- Purpose and key terms
- Success factors and related metrics
- Value streams and processes
- 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 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.