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