ITIL Practitioner

Course structure
Delivered by fully accredited trainers and industry leading experts with extensive experience of using ITIL, the course uses case studies and accelerated learning techniques to ensure that theory is embedded and you feel confident in the practical application of ITIL.

Module - Introduction
Apply the concept of “Adopt and Adapt” when using ITIL guidance in a given context.

Module - ITSM Guiding Principles
Apply the ITSM guiding principles in a given context when planning and implementing service improvements
a) Focus on value
b) Design for experience
c) Start where you are
d) Work holistically
e) Progress iteratively
f) Observe directly
g) Be transparent
h) Collaborate
i) Keep it simple

Module - CSI Approach and measuring improvement
Describe the purpose and main outputs of each step of the CSI Approach.
Use the CSI Approach tools and techniques successfully in a given specific context:
a. Orientation Worksheet
b. Benefits Realization Review Template
c. CSI registers

Apply the CSI approach to a given context, including a holistic view of the guiding principles and how the three critical competencies contribute to an improvement (Communication, Metrics & Measurement, OCM)

Define critical success factors (CSFs) using a relevant hierarchical approach
a) ITIL Vision to measurement
b) Balanced scorecard
c) Organizational cascade

Determine key performance indicators (KPIs) to underpin a critical success factor

Analyze CSFs and KPIs in a given context to ensure that they are balanced between the four categories
a) Technology, process, service
b) Progress compliance, effectiveness, efficiency
c) Leading, trailing
d) Inside-out, outside-in

Define a current state assessment plan in a given context
a) Goal
b) Scope
c) Assessment criteria
d) Required outputs
e) Available resources and skills

Module - Communication
Explain the nature, value, importance and benefits of good communication

Understand communication principles
a) Communication is a two way process
b) We’re communicating all the time
c) Timing and frequency matter
d) There is no single correct method
e) The message is in the medium
Use relevant communication tools and techniques to support improvement in a given context
a) Stakeholder communication plan
b) Business case

Module - Organisational Change Management (OCM)

Explain the role and impact of OCM in successful improvement

Understand the purpose and value of OCM activities
a) Create a sense of urgency
b) Manage stakeholders
c) Manage sponsors
d) Analyze training needs
e) Manage resistance to change
f) Use reinforcement to embed the change

Use relevant OCM tools and techniques to support improvement in a given context
a) Sponsor diagram
b) Stakeholder worksheet
c) Stakeholder map
d) RACI matrix

Apply knowledge of OCM when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles