Making improvement an organizational reflex, and proving it with a recognized Practitioner certification.
Continuously aligning services with the actual needs of an organization is a discipline in its own right. Yet, in many organizations, improvement initiatives are launched without a structured framework, making them difficult to prioritize and even harder to anchor in daily practices. Although the effort is there, gains struggle to materialize.
The ITIL 4® framework addresses this challenge: the practice of continual improvement is defined with its own processes, roles, metrics, and levers for success. This intensive one-day training course allows you to master all its mechanics: understanding how it works, identifying who does what, mobilizing the right tools, and leveraging partners at the right time. All of this is validated by the official PeopleCert ITIL 4® Practitioner: Continual Improvement exam.
Is it for you ?
This training is aimed at IT professionals actively involved in the implementation, coordination, or optimization of service management practices:
• IT practitioners and practice owners responsible for improvement initiatives
• IT managers seeking to formalize and structure continual improvement within their teams
• Service Owners and Product Owners
• Professionals pursuing the ITIL 4® Practitioner: Continual Improvement certification.
Prerequisites
ITIL 4® Foundation certification required.
What You'll Walk Away With
- ✓ Master the fundamentals and processes of the continual improvement practice within the ITIL 4® framework
- ✓ Identify and mobilize the right roles and skills within your organization
- ✓ Leverage information and technology as drivers for optimization
- ✓ Obtain the official ITIL 4® Practitioner: Continual Improvement certification
Training content
Improving a service or practice once is achievable. Sustaining it through a durable, measurable dynamic aligned with organizational priorities is a different story. This one-day training course allows participants to explore the continual improvement practice in its entirety: from foundational concepts to implementation recommendations, including the roles, processes, and technological levers that sustain it day-to-day.
1 Establishing the foundation: Key concepts of the continual improvement practice
Before acting, one must understand. This first block establishes the conceptual foundations of the continual improvement practice within the ITIL 4® framework: what it covers, what it implies, and why it is central to high-performing and sustainable IT service management.
2 Deconstructing the practice-specific processes
Continual improvement relies on structured and repeatable workflows. This module examines in detail the processes that make up the practice and how they articulate to support a coherent, measurable, and lasting approach.
3 Clarifying the roles and skills required for the practice
A practice cannot exist without the right people in place. This step identifies the roles, responsibilities, and skills required to effectively drive continual improvement within the organization—and avoid the "grey areas" that hinder action.
4 Leveraging information and technology for improvement
Data is the fuel for any optimization effort. This module explores how information and technological tools support and accelerate the continual improvement practice, from collecting metrics to making informed decisions.
5 Integrating partners and suppliers into the improvement process
Continual improvement is not limited to internal teams. Participants examine the role played by external partners and suppliers in the practice, and how to mobilize them strategically to amplify results.
6 Applying the ITIL capability model to advance the practice
ITIL 4® offers a structured model to assess and develop the maturity of organizational practices. This module demonstrates how to apply it concretely to strengthen and evolve the continual improvement practice within your specific context.
7 Stacking the deck: Recommendations for success
The training concludes by synthesizing the best practices and key success factors identified by ITIL 4® to ensure the sustainability and effectiveness of the continual improvement practice within the organization.
Keep in Mind
The training includes an exam voucher valid for 12 months to take the official PeopleCert ITIL 4® Practitioner: Continual Improvement exam. Format: 20 multiple-choice questions. Duration: 30 minutes. Passing score: 65% (13 correct answers). The exam is closed book. The training materials and the exam are in English.
📌 Practical information
Our training sessions are offered in Montreal or Quebec City, in person or in a virtual classroom. Dates and locations are specified when you select your session below. If you have any questions, check out our FAQ.