Course Overview
TOPITIL Practitioner certification offers practical guidance on how to adopt and adapt the ITIL framework to support your business objectives. It is the next step after ITIL Foundation for professionals who have already learned the basics of IT Service Management (ITSM). ITIL Practitioner covers the Continual Service Improvement (CSI) approach as the way to structure any improvement initiatives.
Scheduled Classes
TOPWhat You'll Learn
TOPAt the conclusion of this course, you will be able to do the following:
- Use IT Service Management concepts that are important drivers of continual service improvement
- Apply the ITSM guiding principles in a real-world context
- Apply the CSI approach to manage improvements in a given organizational context
- Use metrics and measurement to enable continual service improvement
- Communication effectively to enable continual service improvement
- Apply organizational change management to support continual service improvement
Outline
TOPModule 1: Introduction
- Using ITIL -- adopt and adapt
- Understanding service
- Delivery models
- Service management versus IT service management
Module 2: Guiding Principles
- ITSM Guiding Principles
- Applying the Guiding Principles
Module 3: The CSI Approach
- Characteristics of the CSI Approach
- Step-by-step guide to the CSI Approach
Module 4: Metrics and Measurement
- What is measurement for?
- Critical success factors and key performance indicators
- Metric cascades and hierarchies
- Metric categories
- Assessments
- Reporting
- Continual improvement of metrics and measurement
Module 5: Communication
- Why good communication is important
- Communication principles
- Communication techniques
Module 6: Organizational Change Management
- Essentials for successful improvement
- Clear roles and responsibilities
- OCM and ITIL change management
- Impact of organizational change management
- Understanding people's transition through change
- Key activities for effective organizational change management
- Continual improvement of organizational change management
Prerequisites
TOPITIL Foundation Certification
Who Should Attend
TOPITIL Practitioner is the next step for professionals who have already learned the basics fo IT Service Management (ITSM).