ITIL® Online Practitioner

ITIL® Online Practitioner course presents a systematic way to use ITIL® guidance to enhance new or existing services within the service. This course will cover nine guiding principles, its approaches, metrics and measurement and effective communication with team members. The delegates can attend ITIL® Online Practitioner course only after ITIL® Online Foundation course. This course is designed to implement organisational service improvements that rely upon “adopt and adapt” method.

ITIL® Online Practitioner is designed in such a way that the delegates can gain understanding and knowledge required to implement ITIL® within the organisation. The ITIL® certified instructors will provide this training. The major concern of the training is to build approach for continual service improvement and nine guiding principles in the subject. 

Below are some topics that will be focused during the training:

• 9 Guiding Principles
• Concepts of IT Service Management
• Service Improvement Approach
• Metrics and Measurements
• Good Communication
• Change Management within the organisation

Introduction: Service Management

• Define Service Management
• Key concepts and terminologies
• “Adopt” and “”
• Costs and risks involved
• Guiding Principles
  • Focus on value
  • Design for experience
  • Start where you are
  • Work holistically
  • Progress iteratively
  • Observe directly
  • Be transparent
  • Collaborate
  • Keep it simple

Introduction: Service Management Approach

• Define Service Management Approach
• Define Vision
• Current situation of organisation and objective
• Results or outcomes
• Maintaining good work

Introduction: Change Management in organisation

• Define Change Management
• Resistance sources
• People transition
• Management of Stakeholders
• Management of sponsors
• Managing resistance
• Reinforcement

Introduction: Metrics and Measurements

• Define Metrics and Measurements
• CSFs and KPIs
• Metric Cascades and hierarchies
• Categories of Metric

Introduction: Communication

• Introduction to communication
• Effects of poor communication
• Good communication and its benefits
• Principles of communication
• Types of communication