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ITIL Practitioner

ITIL Practitioner

Duration (Days)

3

Overview

This course is designed to teach participants how to develop skills to apply ITIL concepts. They will learn how to initiate and carry out required improvement initiatives.

Objectives

  • Use ITSM in real world context

  • Apply CSI to manage improvements

  • Enable continual service improvement to communicate effectively

  • Apply organisational change management to support continual service improvement

  • Support continual service improvement

Course Outline

  • CSI approach

  • Vision

  • Organisation change management

  • Successful change

  • Communication principles and techniques

  • Roadmap of CSI approach

  • Metrics and measurements in CSI

  • Cascades and hierarchies

  • Check, control and redirect

  • Momentum

  • Guiding principles

  • Exam preparation

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