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.
What You'll Learn
· Service management concepts
· Guiding principles
· Service improvement approach
· Organizational change management
· Metrics and measurements
· Tips for passing the ITIL Practitioner exam
· Practice with a sample ITIL Practitioner exam
ITIL foundation v3 equivalent, v3 or 2011 is a mandatory requirement.
Service Management Concepts
Adopt and adapt
VOCR: value, outcomes, costs, and risks
Focus on value
Design for experience
Start where you are
Keep it simple
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?
Organizational Change Management (OCM)
What is OCM?
Sources of resistance
Metrics and Measurements
CSFs and KPIs
Metric cascades and hierarchies
Issues caused by poor communication
Benefits of good communication
Tips for Success on the ITIL Practitioner Exam
|Capacity||Max 12 Persons|
|Training Type||Classroom / Virtual Classroom|