E-learning ITIL® 4 Practitioner: Continual Improvement

ITIL® 4 Practitioner: Continual Improvement teaches you to align your organisation's services with changing business needs through ongoing improvement of products, services and practices. The course shows how to build a culture of improvement and run improvement initiatives that deliver results.

Through flexible, self-paced eLearning, you will learn how to identify, prioritise and drive improvement initiatives, how to build a culture of continual improvement, and how to integrate the practice into your organisation's value streams. The course prepares you for the ITIL® 4 Practitioner: Continual Improvement certification exam.

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Audience

This course is suitable for professionals who work with or want to strengthen the Continual Improvement practice in their organisation, including:

  • IT service managers and IT operations managers
  • Product managers
  • Process owners and improvement leads
  • Enterprise architects
  • System administrators and web developers
  • Data scientists and service desk analysts

Learning Objectives

After completing the course, you will be able to:

  • Understand the purpose and key concepts of Continual Improvement and how it fosters a culture of ongoing improvement and innovation
  • Use practice success factors (PSFs) and key metrics to evaluate the impact of improvement initiatives on performance and service delivery
  • Apply the key processes and activities of the practice and integrate them into your organisation's value streams to support continuous enhancement of services, processes and practices
  • Position the practice effectively in your organisation and understand the roles and competencies needed for leading, facilitating and supporting improvement initiatives
  • Explain how information and technology support the practice with tools and systems for monitoring, analysing and prioritising improvement opportunities
  • Collaborate effectively with partners and suppliers to draw on external expertise, resources and best practices in improvement work
  • Use the ITIL capability model to assess and develop the capabilities of the Continual Improvement practice
  • Apply recommendations for practice success, supported by the ITIL guiding principles

Prerequisites

Candidates must hold one of the following:

  • Any ITIL v3 certification
  • ITIL® 4 Foundation
  • ITIL® 4 Managing Professional certificate

Training through an accredited training organization or official ITIL eLearning is also required. Proof of completion is required before exam results are released.

Course Materials

The eLearning course includes:

  • Official ITIL® eBook
  • Exam voucher
  • Learning Resource Kit, including Learner Workbook and Quick Reference Guide
  • Interactive eLearning (approx. 2–3 hours)
  • Auto-marked sample papers
  • Practical exercises and quizzes
  • Scenario-based case studies
  • Real-time progress tracking
  • Embedded glossary with key terminology

Course Content

 

Key Concepts

The purpose and key concepts of Continual Improvement and how it fosters a culture of ongoing improvement and innovation.

Practice Success Factors and Metrics

Practice success factors (PSFs) and key metrics used to evaluate the impact of improvement initiatives on performance and service delivery.

Processes and Value Streams

Key processes and activities of the practice, and how to integrate them into the organisation's value streams to support continuous enhancement of services, processes and practices.

Roles and Competencies

Key roles in the practice, how to position it within the organisation, and the competencies needed for leading, facilitating and supporting improvement initiatives.

Information and Technology

How information and technology enable the practice, with tools and systems for monitoring, analysing and prioritising improvement opportunities.

Partners and Suppliers

The role of partners and suppliers, and how to work with them to draw on external expertise, resources and best practices in improvement work.

The ITIL Capability Model

How the capability criteria support the development of the Continual Improvement practice in line with best practice and organisational requirements.

Practice Success

Recommendations for succeeding with Continual Improvement, and how they are supported by the ITIL guiding principles.

 

Certification Exam

The course prepares you for the official ITIL® 4 Practitioner: Continual Improvement certification exam.

  • 20 multiple-choice questions
  • 30 minutes
  • Closed book
  • 65% required to pass
  • Available in English
  • Exam voucher included

The exam is taken digitally via PeopleCert