|
ITIL Training Overview
This highly practical course is designed to show you how to implement service improvements based around ITIL’s philosophy of “Adopt and adapt.” In this holistic course, you will cover nine guiding principles of service improvement, the service improvement approach, communication, metrics and measurement, and organizational change management (OCM). The course fully prepares you for the ITIL® Practitioner exam, which you may take at a later date. An exam voucher for the web-based exam is included in the cost of the course (except eLearning).
ITIL Training Audience
The ITIL® Practitioner course will be of interest to:
Those engaged in IT development, IT operations, and IT service management
Individuals wishing to have detailed understanding of the principles of service improvement
ITIL Training Prerequisites
ITIL Practitioner requires you to have previously passed the ITIL Foundation Examination.
Course duration
3 Days
ITIL Training Course outline
1. Service Management Concepts
- Adopt and adapt
- VOCR: value, outcomes, costs, and risks
2. Guiding Principles
- Focus on value
- Design for experience
- Start where you are
- Work holistically
- Progress iteratively
- Observe directly
- Be transparent
- Collaborate
- Keep it simple
3. Service Improvement Approach
- What is the vision?
- Where are we now?
- Where do we want to be?
- How do we get there?
- How do we know we’ve arrived?
- How do we keep the momentum going?
4. Organizational Change Management (OCM)
- What is OCM?
- Sources of resistance
- People transition
- Stakeholder management
- Sponsor management
- Resistance management
- Reinforcement
5. Metrics and Measurements
- CSFs and KPIs
- Metric cascades and hierarchies
- Metric categories
- Assessment Reporting
6. Communication
- Issues caused by poor communication
- Benefits of good communication
- Communication essentials
- Communication principles
- Communication types
7. Tips for Success on the ITIL Practitioner Exam
8. Exam Preparation
|
