Description
WHOM IS IT APPLICABLE
ITIL Practitioner is the next step for professional who have obtained the ITIL Foundation qualification and have already learned the basics of IT Service Management. Through ITIL Practitioner they will find out how adopt and adapt the ITIL framework within day-to-day situations and responsibilities.
WHAT YOU WILL LEARN
Upon Completion of this Course, you will accomplish following:-
- Explore the IT Service Management concepts that drive the continual service improvement
- Learn to apply the ITSM guiding principles practically
- Learn the CSI approach for managing the improvements in a specific organizational ambience
- Learn using the measurement and metrics for facilitating the service improvement persistently
- Lean the effective communication for facilitating the service improvement continuously
- Learn supporting the service improvement continually by applying the organizational change management
MODULE OVERVIEW
Module 1: Introduction
Definition of a Service
Case Study in Relationships
Module 2: Guiding Principles
Understanding the Guiding Principles
Module 3: CSI Approach
Building the CSI Approach
Metrics and Measurements
Examples
Case Study
Assessment
Module 4: Communication
Communication
Stakeholder Communication Plan and Business Case
Module 5: Organizational Change Management
Organizational Change Management
OCM Tools
Module 6: CSI Approach
Application of the CSI Approach
PREREQUISITES
- Must have previously passed the ITIL Foundation Examination.
