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ITIL Practitioner
Course Description
Overview
This highly practical course is designed to show you how to implement service improvements based on the ITIL 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.
Objectives
- Service management concepts
- Guiding principles
- Service improvement approach
- Organizational change management
- Metrics and measurements
- Communication
- Tips for passing the ITIL Practitioner exam
- Practice with a sample ITIL Practitioner exam
Audience
- Those engaged in IT development, IT operations, and IT service management
- Individuals wishing to have detailed understanding of the principles of service improvement
Prerequisites
ITIL foundation v3 equivalent, v3 or 2011 is a mandatory requirement.
Topics
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. Sample Exam
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Self-Paced Training Info
Learn at your own pace with anytime, anywhere training
- Same in-demand topics as instructor-led public and private classes.
- Standalone learning or supplemental reinforcement.
- e-Learning content varies by course and technology.
- View the Self-Paced version of this outline and what is included in the SPVC course.
- Learn more about e-Learning
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