After completing the course, students are familiar with the following aspects of ITIL® :
- 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
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.
Service Management Concepts
- Adopt and Adapt
- VOCR – Value, outcomes, costs and risks
- Focus on value
- Design for experience
- Start where you are
- Work holistically
- Progress iteratively
- Observe directly
- Be transparent
- 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
- People transition
- Stakeholder management
- Sponsor management
- Resistance management
Metrics and Measurements
- What is measurement for?
- CSFs and KPIs
- Metric cascades and hierarchies
- Metric categories
- Issues caused by poor communication
- Benefits of good communication
- Communication essentials
- Communication principles
- Communication types
Tips for the exam
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
ITIL foundation (V3 equivalent, V3 or 2011) is a mandatory requirement.
4 hours mandatory pre-course work.