Whereas ITIL® Foundation focuses on ‘what’ and ‘why’, ITIL® Practitioner shows ‘how’ to start adopting an ITIL® framework and adapt it to day-to-day situations and responsibilities, giving individuals more confidence in their ability to structure and contribute to ITSM initiatives.
ITIL® Practitioner offers practical guidance to support your business objectives, develop the skills needed to apply ITIL® concepts in the organization and ensure business value by delivering fit-for-purpose and fit-for-use services. At the same time, the course and qualification gives confidence to managers that graduates are ready to initiate and successfully carry out required improvement initiatives.
ITIL® Practitioner focuses on the Continual Service Improvement (CSI) approach as a way to structure improvement initiatives. ITIL® Practitioner also covers three key areas crucial to the success of any improvement initiatives:
Organizational Change Management;
Measurement and Metrics.
ITIL® Practitioner does not replace any existing ITIL qualifications. It is complementary to, and fits in with, the current ITIL qualifications scheme. ITIL Practitioner is not a prerequisite for the ITIL Intermediate Level qualifications.
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To take the ITIL® Practitioner exam, individuals must hold a valid ITIL Foundation certificate.
Detailed Class Syllabus
Getting to know each other
Introduction to the scenario
What is the vision?
Where are we now?
Organizational Change Management (OCM)
Purpose and approaches
Essentials for successful improvement
Implementing successful change
Continual improvement of OCM
CSI approach: Where do we want to be?
Types of communication
CSI approach: How do we get there?
Measurement and Metrics
Measurement and Metrics in CSI
Cascades and Hierarchies
Check, Control, and Redirect
CSI approach: Did we get there?
CSI approach: How do we keep the momentum?
Applying the guiding principle
Mock exam exercise