5/11/2020 - 5/13/2020COURSE LENGTH:
9:00am - 4:30pm
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. An exam voucher for the web-based exam is included in the cost of the course.
AUDIENCE AND PREREQUISITES
- Those engaged in IT development, IT operations, and IT service management
- Individuals wishing to have detailed understanding of the principles of service improvement
Course is subject to a minimum enrollment to run. Course may run virtually as a Virtual Instructor-Led (VILT) class if the minimum enrollment is not met. Courseware, Official Certified Exams and Labs included. For more information, please contact firstname.lastname@example.org or call 207-775-0244.
Module 1: Service Management Concepts Adopt and adapt VOCR: value, outcomes, costs, and risksModule 2: Guiding Principles Focus on value Design for experience Start where you are Work holistically Progress iteratively Observe directly Be transparent Collaborate Keep it simpleModule 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?Module 4: Organizational Change Management (OCM) What is OCM? Sources of resistance People transition Stakeholder management Sponsor management Resistance management ReinforcementModule 5: Metrics and Measurements CSFs and KPIs Metric cascades and hierarchies Metric categories Assessment ReportingModule 6: Communication Issues caused by poor communication Benefits of good communication Communication essentials Communication principles Communication typesModule 7: Tips for Success on the ITIL Practitioner ExamModule 8: Sample Exam