ITIL Practitioner

About this course

This highly practical course is designed to show you how to implement service improvements based on the ITIL® philosophy of “adopt and adapt.” 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)

OUTLINE

1. Service Management Concepts

Adopt and adapt

VOCR: value, outcomes, costs, and risks

2. Guiding Principles

Focus on value

Design for experience

Start where you are

Work holistically

Progress iteratively

Observe directly

Be transparent

Collaborate

Keep it simple

3. 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?

4. Organizational Change Management (OCM)

5. Metrics and Measurements

6. Communication

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