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
- Understand how to define services in terms of value, cost, outcomes and risk
- Using the guiding principles of service improvement
- Anchoring programmes to the service improvement approach
- Appreciate and act on organizational change principles
- Be able to define and report using meaningful metrics
- Plan effective communications for improvement
- Be ready to sit the ITIL practitioner examination
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