LessonsLearn the how to implement service improvements based on the ITIL philosophy of â€œadopt and adapt.â€
This highly practical course is designed to show you how to implement service improvements based on the ITILÂ® philosophy of â€œadopt and adapt.â€ In this holistic course, you will cover nine guiding principles of service improvement, the service improvement approach, communication, metrics and measurement, and organizational change management (OCM). The course fully prepares you for the ITIL Practitioner exam, which you may take at a later date. An exam voucher for the web-based exam is included in the cost of the course.
What You'll Learn
â€¢ Service management concepts
â€¢ Guiding principles
â€¢ Service improvement approach
â€¢ Organizational change management
â€¢ Metrics and measurements
â€¢ Tips for passing the ITIL Practitioner exam
â€¢ Practice with a sample ITIL Practitioner exam
Who Needs to Attend
â€¢ Those engaged in IT development, IT operations, and IT service management
â€¢ Individuals wishing to have detailed understanding of the principles of service improvement
1. Service Management Concepts
â€¢ Adopt and adapt
â€¢ VOCR: value, outcomes, costs, and risks
2. Guiding Principles
â€¢ Focus on value
â€¢ Design for experience
â€¢ Start where you are
â€¢ Work holistically
â€¢ Progress iteratively
â€¢ Observe directly
â€¢ Be transparent
â€¢ Keep it simple
3. Service Improvement Approach
â€¢ What is the vision?
â€¢ Where are we now?
â€¢ Where do we want to be?
â€¢ How do we get there?
â€¢ How do we know we've arrived?
â€¢ How do we keep the momentum going?
4. Organizational Change Management (OCM)
â€¢ What is OCM?
â€¢ Sources of resistance
â€¢ People transition
â€¢ Stakeholder management
â€¢ Sponsor management
â€¢ Resistance management
5. Metrics and Measurements
â€¢ CSFs and KPIs
â€¢ Metric cascades and hierarchies
â€¢ Metric categories
â€¢ Issues caused by poor communication
â€¢ Benefits of good communication
â€¢ Communication essentials
â€¢ Communication principles
â€¢ Communication types
7. Tips for Success on the ITIL Practitioner Exam
8. Sample Exam
We require 16 calendar days notice to reschedule or cancel any registration. Failure to provide the required notification will result in 100% charge of the course. If a student does not attend a scheduled course without prior notification it will result in full forfeiture of the funds and no reschedule will be allowed. Within the required notification period, only student substitutions will be permitted. Reschedules are permitted at anytime with 16 or more calendar days notice. Enrollments must be rescheduled within six months of the cancel date or funds on account will be forfeited.
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