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ITIL® Practitioner Certificate - IT Service Management

Course Highlights

ITIL® Foundation is a prerequisite to take ITIL® Practitioner as it supplements, rather than substitutes the Foundation qualification. To that end the ITIL® Practitioner syllabus will require delegates to have passed their ITIL® Foundation exam and be familiar with the principles of ITSM and the organization-wide common language of ITIL®. These learnings will be put in context to answer the 'how' of successful improvement initiatives with ITIL® Practitioner, which is the next step after Foundation, not a substitution.


Overview

This course is designed to teach you how to:

  • Use the foundational ITIL concepts that are important drivers for improvement initiatives
  • Apply the ITSM Guiding Principles of a service-oriented approach to I
  • Address the people side of improvements through the application of Organizational Change Management practices
  • Provide practical guidance on how individuals can leverage Continual Service Improvement (CSI)
  • Improve the capability of individuals throughout the business.
  • Adopt and adapt ITIL in their day-to-day roles to generate maximum business benefits.
  • Leverage other frameworks and good practices and methodologies - such as Lean, DevOps, Agile and SIAM - to further enhance the value of ITSM.

  • Course Includes

    This course will cover the following:

  • CSI Approach - Using the CSI Approach as an organizing framework to lead a person and/or team through practical adoption of ITIL/ITSM guidance. Includes selected specific methods and techniques to use during particular steps of the approach.
  • Guiding Principles - A set of broad principles that should be used to guide decisions and actions when adopting ITIL/ITSM – typically as a person and/or team moves through the steps of the CSI Approach.
  • Critical Competencies - Three areas in which it is critical for a practitioner and/or organization to have and apply competencies in order for them to be successful in adopting the ITIL/ITSM guidance:
  • Communication
  • Measurement & Metrics
  • Organizational Change Management

  • Requirements

    This course is suitable for all ITSM professionals seeking to take the knowledge gained from ITIL Foundation and apply it successfully within an organizational context.


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