Associated Courses

ITIL vs Foundation

pdfCourse Outline

Duration

3 Days

Price

£895 per person

Pre-Requisites

ITIL foundation V3 equivalent, V3 or 2011 is a mandatory requirement.

Course tailoring service

Our tailoring service is a luxury you can afford, allowing you to combine elements of related courses producing a bespoke
solution, designed specifically to fulfil your training needs. Is there any better way to meet all of your training objectives and maximise your training ROI?

Kit supply

Running a course at your facilities might sound like a good idea until you start thinking about the practicalities of equipment usage and the
impact this could have on day to day business, so why not let us bring the necessary
equipment with us?

ITIL Practitioner

This highly practical course is developed to show delegates how to implement service improvements based around ITIL.

It combines all 9 guiding principles of service improvement with practical exercises.

The course also prepares delegates for the ITIL practitioner examination which is sat at the end of the 3rd day.

Learn how to

 

Content

Service Management Concepts
Adopt and Adapt
VOCR – Value, outcomes, costs and risks

Guiding Principles
Focus on value
Design for experience
Start where you are
Work holistically
Progress iteratively
Observe directly
Be transparent
Collaborate
Keep it Simple

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?

Organizational Change Management (OCM)
What is OCM?
Sources of resistance
People transition
Stakeholder management
Sponsor management
Resistance management
Reinforcement

Metrics and Measurements
CSFs and KPIs
Metric cascades and hierarchies
Metric categories
Assessment
Reporting

Communication
Issues caused by poor communication
Benefits of good communication
Communication essentials
Communication principles
Communication types

Tips for the exam

Sample exam