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Home > Technical Courses > > ITIL® Practitioner
This course will enable you to gain the relevant skills to apply ITIL best practices in your organization confidently and successfully.
More than ever, organizations need to effectively manage and run IT services, processes and functions. This exam prep and highly interactive course identifies a structured and logical method for building an effective organization that supports and complements ITIL best practices. This course will enable you to gain the relevant skills to apply ITIL best practices in your organization confidently and successfully.
Category
ID
Duration
Level
Price
ITIL
13351
3 Day(s)
Intermediate
$2,325.00
Objectives
Lesson objectives help students become comfortable with the course, and also provide a means to evaluate learning. Upon successful completion of this course, students will be able to:· Prepare for and pass the ITIL® Practitioner Certification Exam· Utilize the nine Guiding Principles and the CSI approach to manage ITIL improvements· Enable improvements with metrics, measurements and communication· Leverage organizational change management
Introduction to ITIL Practitioner· A structured implementation approach· Key elements of ITIL Practitioner and how they work together· Tailoring ITIL for projects of varying size· Outlining the key principlesIdentifying key concepts· Applying the "Adopt and Adapt" approach when using ITIL guidance in a given context· Analyzing the importance of each element of a service: value, customer, outcome, cost, riskApplying the Guiding Principles· Focus on value· Design for experience· Start where you are· Work holistically· Progress iteratively· Observe directly· Be transparent· Collaborate· Keep it simpleExecuting the CSI Approach· Recognizing the main benefits of adopting the approach· Breaking down the CSI approach including the outputs· Applying CSI tools and techniques to a given contextDefining and determining CSFs and KPIs· Taking a hierarchical approach: vision to measurement, balanced scorecard, organizational cascade· Analyzing and balancing between key measurement categories· Improving the value of reportingBuilding a Current State Assessment Plan· Determining goal, scope, and assessment criteria· Establishing required outputs and skillsFostering Effective Communication· Recognizing the value, importance, and benefits· Defining key communication principles: two-way process, constant communication, timing and frequency, no single best method, message is in the medium
Implementing Communication Tools and Techniques· Comparing and contrasting the different tools· Utilizing to support improvementDefining Purpose, Value, and Challenges· Role and impact of OCM· OCM activities: sense of urgency, manage stakeholders and sponsors, analyze training needs, dealing with resistance to change, reinforcement to embed the changeIdentifying Tools and Techniques to support improvement· Sponsor diagram· Stakeholder worksheet· Stakeholder map· RACI matrixApplying key concepts· CSI approach, metrics and measurements· Communication and OCMExam Preparation· Practicing with test questions and mock papers· Further review of examination case study· Completing the necessary APMG paperwork
Questions?
ITIL® Intermediate Certification
To ensure the successful completion of ITIL® Foundation, we recommend completion of one of the following courses, or equivalent knowledge:· ITIL Foundation Certificate in IT Service Management is a mandatory prerequisite· Prior to attending the course, we strongly recommend you read ITIL’s Continual Service Improvement (CSI) book
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