1 - Orientation to the ITIL Practitioner Certification
Topic A: The ITIL Practitioner CertificationTopic B: The Nine Guiding Principles of ITIL PractitionerTopic C: The Three Core Competencies of ITIL Practitioner
2 - Integrating the Guiding ITIL Principles and the CSI Approach
Topic A: The CSI ApproachTopic B: Integrate the CSI Approach and the Guiding ITIL Principles
3 - Using ITIL Metrics and Measurement
Topic A: Implement Critical Success Factors and Key Performance IndicatorsTopic B: Use Hierarchies, Cascades, and Categories of MetricsTopic C: Develop AssessmentsTopic D: Evaluate Reporting Methods
4 - Applying ITIL Communication Principles
Topic A: Implement Effective Communication TechniquesTopic B: Apply ITSM Communication Methods
5 - Managing Organizational Change for Improvement Using ITIL
Topic A: Integrate Organizational Change Management and ITSMTopic B: Create an OCM Action Plan
6 - Note
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Actual course outline may vary depending on offering center. Contact your sales representative for more information.
Who is it For?
The target student is an IT professional who holds the ITIL Foundation certification and wants to build on that underlying ITIL knowledge and apply the business competencies of communication, metrics and measurement, and organizational change management to their service practices. Students may be part of or even leading a team that implements IT service improvements and are seeking to leverage the best practices of ITIL in those initiatives.
Students need to have a basic understanding of the ITIL Foundation terminology and concepts.