ITIL® Practitioner
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COURSE LENGTH: 3 day

COURSE COST: $1195

COURSE TIMES: 9:00am - 4:30pm

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COURSE OVERVIEW

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 learn@vtec.org or call 207-775-0244.

COURSE TOPICS:


Module 1: Service Management Concepts
Adopt and adapt
VOCR: value, outcomes, costs, and risks

Module 2: Guiding Principles
Focus on value
Design for experience
Start where you are
Work holistically
Progress iteratively
Observe directly
Be transparent
Collaborate
Keep it simple

Module 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
Reinforcement

Module 5: Metrics and Measurements
CSFs and KPIs
Metric cascades and hierarchies
Metric categories
Assessment
Reporting

Module 6: Communication
Issues caused by poor communication
Benefits of good communication
Communication essentials
Communication principles
Communication types

Module 7: Tips for Success on the ITIL Practitioner Exam

Module 8: Sample Exam