This course is designed as preparation to sit the ITIL practitioner examination which is included in the course delivery. It will tell students "how" to implement service improvements based around ITIL’s philosophy of ‘Adopt and Adapt’. It has an holistic syllabus covering 9 guiding principles of service improvement, the Service Improvement Approach, Communication, Metrics and Measurement, Communication, and Organizational Change Management.
The course leads up to the Axelos ITIL practitioner exam which is sat during the course. Successfully passing (70%) the 1 hour 45 minute, open book examination, consisting of 40 case study based multiple-choice questions, leads to the ITIL practitioner certificate. This is worth 3 credits towards the ITIL expert award.
- The course is aimed at those engaged in IT development, IT operations and IT service management
- Individuals wishing to have detailed understanding of the principles of service improvement
- Understand how to define services in terms of value, cost, outcomes and risk
- Using the guiding principles of service improvement
- Anchoring programmes to the service improvement approach
- Appreciate and act on organizational change principles
- Be able to define and report using meaningful metrics
- Plan effective communications for improvement
- Be ready to sit the ITIL practitioner examination
4 hours mandatory pre-course work.
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
What is measurement for?
CSFs and KPIs
Metric cascades and hierarchies
Issues caused by poor communication
Benefits of good communication
Tips for the exam
ITIL foundation (V3 equivalent, V3 or 2011) is a mandatory requirement.