ITIL Training : ITIL Practitioner

ITIL Practitioner

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