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ITIL® Practitioner Online

The ITpreneurs case study driven ITIL® Practitioner course offers practical guidance for professionals on how to adopt and adapt ITIL for their organization. This course…

Certificate ITIL® Practitioner
Duration 24 Hours
Delivery Online
Accreditor PEOPLECERT
Languages English

What is included in ITIL® Practitioner Online

Course Description

The ITpreneurs case study driven ITIL® Practitioner course offers practical guidance for professionals on how to adopt and adapt ITIL for their organization. This course is the next logical step for individuals who have earned the ITIL Foundation Certificate and are familiar with the ‘what’ and ‘why’ of ITIL. ITIL® Practitioner will focus on the ‘how’.

This immersive case study driven course is developed by practitioners for practitioners. During the course, individuals, teams, and organizations will learn to address the challenges they’ll face in IT Service Management (ITSM) improvement initiatives.

The course is packed with interactive assignments, checklists and guidance on how to make the improvement changes happen.

Course Information

Certification: ITIL® Practitioner

Duration: 24 Hours

Domain: Service Management

Delivery Method: Online

Accreditor: PEOPLECERT

Available Languages: English

Purchase Options: Pay Per Use Courseware

Audience

  • IT Management
  • IT Support Staff
  • IT Consultants
  • Business Managers
  • Business Process Owners
  • Developers
  • Service Providers
  • System Integrators

Learning Objectives

At the end of this course, you will be able to:

  • Explain the different ITSM concepts that are essential drivers of CSI.
  • Apply the ITSM guidance principles in a real-world context.
  • Apply the CSI approach to manage improvements in a given organizational context.
  • Connect and align ITIL with other frameworks, good practices, and methodologies.
  • Use measurements and metrics to enable continual improvement.
  • Communicate effectively to enable CSI.
  • Apply OCM to support continual improvement.

Course Outline

 

  • MODULE 1: COURSE INTRODUCTION

 

    • Course Learning Objectives
    • Course Agenda
    • Module Learning Objectives
    • Topics Covered in This Module
    • Scenario-based Learning
    • CSI Approach
    • Guiding Principles
    • Course Structure
    • Certification
    • Get to Know Each Other

 

 

  • MODULE 2: THE JOURNEY

 

    • Intent and Context
    • References
    • Relevant Glossary Terms
    • Module Learning Objectives
    • A Message from the CEO
    • Current Challenges
    • The CSI Approach: What is the vision? Where are we now?
    • The Assignment
    • Sources and Inputs
    • Decision Time!
    • Debrief
    • Template: Elevator Pitch
    • Template: SWOT Analysis
    • Template: Stakeholder Analysis Worksheet
    • Template: Orientation Worksheet
    • Template: CSI Register

 

 

  • MODULE 3: ORGANIZATIONAL CHANGE MANAGEMENT (OCM)

 

    • Intent and Context
    • References
    • Relevant Glossary Terms
    • Module Learning Objectives
    • Topics Covered in This Module
    • Purpose and Approaches
    • Essentials for Successful Improvement
    • Implementing a Successful Change
    • Continual Improvement of OCM

 

 

  • MODULE 4: THE DESIRE

 

    • Intent and Context
    • References
    • Relevant Glossary Terms
    • Module Learning Objectives
    • The CSI Approach: Where do we want to be?
    • Where do we want to be?
    • Vision to Measurement Trail
    • Our Goals and Value
    • Never Lose the Big Picture!
    • Company Requirements
    • The Assignment
    • Sources and Inputs
    • Presenting the Power of the Story
    • Debrief
    • Template: Presentation Worksheet
    • Template: Stakeholder Worksheet
    • EJ Airways CSI Register

 

 

  • MODULE 5: COMMUNICATIONS

 

    • Intent and Context
    • References
    • Relevant Glossary Terms
    • Module Learning Objectives
    • Topics Covered in This Module
    • Good Communication
    • Communication Principles
    • Communication Techniques
    • Types of Communication

 

 

  • MODULE 6: THE ROADMAP

 

    • Intent and Context
    • References
    • Relevant Glossary Terms
    • Module Learning Objectives
    • The CSI Approach: How do we get there?
    • How do we get there?
    • Refresher: Five Major Aspects of Service Design
    • Refresher: Balanced Scorecard
    • Mixing Frameworks and Methods
    • A Message from Lynda, Head of PR
    • The Assignment
    • Sources and Inputs
    • Getting into Character: You are EJ Airways!
    • A Message from the CEO
    • Meeting Time
    • Debrief
    • Template: Implementation Plan (including RACI and Workshop Checklist)
    • Template: Meeting Notes
    • Template: Balanced Scorecard

 

 

  • MODULE 7: METRICS AND MEASUREMENTS

 

    • Intent and Context
    • References
    • Relevant Glossary Terms
    • Module Learning Objectives
    • Topics Covered in This Module
    • Metrics and Measurements in CSI
    • Cascades and Hierarchies
    • Metrics Categories
    • Assessments
    • Reporting

 

 

  • MODULE 8: CHECK, CONTROL, AND REDIRECT

 

    • Intent and Context
    • References
    • Relevant Glossary Terms
    • Module Learning Objectives
    • The CSI Approach: Did we get there?
    • Did we get there?
    • Refresher: DIKW Model
    • Benefits Realization
    • Progress Iteratively
    • The Assignment
    • Sources and Inputs
    • Analysis Time
    • Stop Your Work
    • Discussion Time
    • Debrief
    • Template: Communications Campaign Checklist
    • Template: Report Worksheet
    • CSI Register
    • Template: Benefits Realization Review
    • Email: Automated Baggage Drop
    • Email: Baggage Handling System
    • Email: Internet on Board
    • Memo: Culture Impacts

 

 

  • MODULE 9: STAY TUNED

 

    • Intent and Context
    • References
    • Relevant Glossary Terms
    • Module Learning Objectives
    • The CSI Approach: How do we keep the momentum going?
    • How do we keep the momentum going?
    • Resistance Management Plan
    • Reinforcement with Balanced Diversity
    • The Assignment
    • Sources and Inputs
    • CEO’s State of Mind
    • Debate Time
    • Debrief
    • Template: Resistance Management Plan

 

 

  • MODULE 10: GUIDING PRINCIPLES

 

    • Intent and Context
    • References
    • Relevant Glossary Terms
    • Module Learning Objectives
    • Topics Covered in This Module
    • The Guiding Principles

Delivery is subject to Leapest terms and conditions.

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