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Course Code
FBAQ-004
ITIL® Practitioner Certification - IT Service Management
- 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). Will prepares you for the ITIL Practitioner exam, which you may take later.
Learning Outcomes
- Service management concepts
- Service improvement approach
- Organizational change management
- Guiding principles
- Metrics and measurements
- Practice with a sample ITIL Practitioner exam
- Tips for passing the ITIL Practitioner exam
Course Contents
- Adopt and adapt
- VOCR: value, outcomes, costs, and risks
- Focus on value
- Design for experience
- Start where you are
- Work holistically
- Progress iteratively
- Observe directly
- Be transparent
- Collaborate
- 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?
- What is OCM?
- Sources of resistance
- People transition
- Stakeholder management
- Sponsor management
- Resistance management
- CSFs and KPIs
- Metric cascades and hierarchies
- Metric categories
- Assessment
- Reporting
- Issues caused by poor communication
- Benefits of good communication
- Communication essentials
- Communication principles & types
1- Service Management Concepts
2- Guiding Principles
3- Service Improvement Approach
4- Organizational Change Management (OCM)
5- Metrics and Measurements
6- Communication
7- Tips for Success on the ITIL Practitioner Exam & Sample Exams
Our Methodology
- Make coaching and monitoring innovative and using modern
- Media training also using on the go training by using interactive means and focusing on
- The exercises, practical applications and real situations study
- Live delivery method, instructor-led training
- Experienced consultant, trainers, and professional
- Qualified trainer with high-level experience
Attendance Reports
- Send daily attendance reports to training departments
- Send full attendance report to training dep. by the end of the course
- Attend 100 % from the course days also provide daily
- Issue attendance certificate for participant who attend minimum 80% from the course duration
Pre/Post Reports
- Pre- assessment before starting training
- Post assessment after finish training
- Full report for the deferent between Pre-& Post assessment
Who Should Attend
- IT development
- IT operations
- IT service management
- Individuals
