Каталог курсов

Курсы ITIL & Cobit

ITIL Practitioner ®

 
Код курса  Код: H9P68S    Заявка  Предварительная запись    Продолжительность  Кол-во часов: 16 , Кол-во дней: 2



This activity-based course provides experience using many ITSM tools, several guiding principles, and IT best practices while applying concepts of Communication, Organizational Change Management and Measurements, and Metrics. The course builds on the what and why that was presented in ITIL Foundation and gives ITIL practitioners the know-how to identify and deliver improvement initiatives in the workplace. ITIL Practitioner prepares individuals for a broad range of challenges faced within ITSM, equipping them with practical guidance, confidence, and know-how to adopt and adapt the ITIL framework according to an organization’s requirements.

Audience


  • The course is suitable for diverse groups of people who have a stake in the effectiveness and efficiency of IT Service Organizations
  • The course will also be of value to leaders and managers in IT or the Business who want to obtain a practical experience and understanding of how to enable ITSM to add value to the business

Prerequisites


Before attending this course, students must:

  • Hold the ITIL Foundation Certificate in IT Service Management

 Course objectives

  • To better understand the nature of best practices and be able to use them appropriately
  • To be able to apply holistic and critical thinking to any initiatives in the business and in ITSM
  • To be able to use the CSI approach while giving due diligence to critical enablers of the CSI Approach: Namely the guiding principles, Measurements and Metrics, Communication, and OCM (Organizational Change Management)

Detailed course outline


Module 1: Introduction to ITIL Practitioner
  • Adopt and Adapt
  • Understanding a Service

Module 2: Guiding Principles
  • Learning Outcome/Assessment Criteria
  • Guiding Principles
  • Tools and Techniques

Module 3: The CSI Approach
  • Characteristics of CSI Approach
  • Step by Step: CSI Approach

Module 4: Measurements and Metrics
  • Critical Success Factors
  • Determine KPIs
  • Analyze Metrics for Balance

Module 5: Communication
  • The Importance of Good Communication
  • The Impact of Poor Communication
  • Communication Principles
  • Communication Techniques

Module 6: Organizational Change Management
  • Essentials for Successful improvement
  • Clear Roles and Responsibilities
  • OCM vs. Change Management
  • Understanding People’s Transition through Change


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