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ILPR - ITIL Practitioner
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Overview

This highly practical course is designed to show students "how" to implement service improvements based around ITIL’s philosophy of ‘Adopt and Adapt’. It has a holistic syllabus and combines all 9 guiding principles of service improvement, the Service Improvement Approach, Communication, Metrics and Measurement, Communication, and Organizational Change Management with practical exercises and exam technique. The course acts as a full preparation for the ITIL practitioner examination which is sat at the end of the 3 day event.

Durations
24 Hours
Topic

Service Management Concepts

  • Adopt and Adapt
  • VOCR – Value, outcomes, costs and risks

 

Guiding Principles

  • Focus on value
  • Design for experience
  • Start where you are
  • Work holistically
  • Progress iteratively
  • Observe directly
  • Be transparent
  • Collaborate
  • Keep it Simple

 

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?

 

Organizational Change Management (OCM)

  • What is OCM?
  • Sources of resistance
  • People transition
  • Stakeholder management
  • Sponsor management
  • Resistance management
  • Reinforcement

 

Metrics and Measurements

  • CSFs and KPIs
  • Metric cascades and hierarchies
  • Metric categories
  • Assessment
  • Reporting

 

Communication

  • Issues caused by poor communication
  • Benefits of good communication
  • Communication essentials
  • Communication principles
  • Communication types

 

Tips for the exam

 

Sample exam

Audience

The course is aimed at: -

  • Those engaged in IT development, IT operations and IT service management.
  • Individuals wishing to have detailed understanding of the principles of service improvement.
Exams & Prerequisite
This course is part of these/this Exam(s):
This course requires these/this course(s):


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