Course Description

The ITIL® Foundation Certification introduced us to the basics of the ITIL® framework, and the Intermediate levels provided a deeper focus on IT Service Management. The next step in the ITIL® suite of ongoing excellence is the ITIL® Practitioner certification that helps professionals to understand how to adopt and adapt this ITSM system to support business objectives. By covering the three key areas crucial for success of improvement initiatives, namely Organizational Change Management, Communication and Measurement and Metrics, ITIL® Practitioner offers a comprehensive method to carry out Continual Service Improvement (CSI) to deliver value and maintain global quality benchmarks.

KnowledgeHut, which is an ATO of PEOPLECERT for ITIL® trainings brings you a full-fledged course that will familiarize you with the 9 guiding principles to achieve CSI. In-depth courseware and coaching by experts will help you aim for a first time clearance of the exam and gain the confidence to successfully initiate and carry out required improvement initiatives. ITIL® is among the most widely respected credentials and there is a huge demand for professionals who can confidently apply the ITIL® framework to identify changing approaches to service management.

The ITIL® credit system maps out the route to achieving the ITIL® Expert certification. To learn more, visit this link.

Objectives

What you will learn:

On pursuing the course on the subsequent certification, you will be able to:

• Understand the ITSM concepts in-depth and apply them for continuous improvement
• Learn to adopt and adapt ITIL® in organizational context
• Apply the ITSM principles in a real-world context
• Understand the associated technology and architecture
• Learn the concepts of organizational change management and apply it for continual service improvement
• Understand how to communicate effectively and enable continual service improvement
• Learn how to apply measurement and metrics to achieve continual improvement

You will also get:

• Instructor-led classroom training
• 3 credits toward ITIL® Expert certification and 16 PDUs for PMI® recertification
• Downloadable e-book
• Course delivered by Certified Expert Instructor
• KnowledgeHut is an ATO of PEOPLECERT and a Certified Partner of Axelos for ITIL®Trainings

Audience

IT professionals, business managers, business process owners, project managers, students and individuals who have a keen interest in IT Services Management can attend this course.

Prerequisites

There are no prerequisites for attending the workshop but in order to appear for the examination participants should have passed the ITIL® Foundation exam.

Content

IT Service Management concepts that are important drivers of continual service improvement

• Apply the concept of ‘adopt and adapt’ when using  guidance in a given context
• Analyze the importance of each element of a service when planning and implementing service improvements

Applying the ITSM guiding principles in a realworld context

Apply the ITSM guiding principles in a given context when planning and implementing service improvements

Applying the CSI approach to manage improvements in a given organizational context

• Describe the purpose and main outputs of each step of the CSI Approach
• Use the CSI Approach tools and techniques successfully in a given specific context
• Apply the CSI approach to a given context, demonstrating an understanding of the critical competences, the guiding principles and the scientific method

Using metrics and measurement to enable continual service improvement

• Define critical success factors (CSFs) using a relevant hierarchical approach
• Determine key performance indicators (KPIs) to underpin a critical success factor
• Analyse CSFs and KPIs in a given context to ensure that they are balanced between the four categories
• Define a current state assessment in a given context
• Design a report in a given context
• Apply knowledge of metrics and measurement when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles

Communicating effectively to enable continual service improvement

• Explain the nature, value, importance and benefits of good communication
• Explain communication principles
• Explain the purpose and value of communication tools and techniques
• Use relevant communication tools and techniques to support improvement in a given context
• Apply knowledge of communications when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles

Applying organizational change management to support continual service improvement

• Explain the role and impact of OCM in successful improvement
• Describe the purpose and value of OCM activities
• Use relevant OCM tools and techniques to support improvement in a given context
• Apply knowledge of OCM when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles