ITIL Practioner

ITIL Practitioner offers practical guidance on how to adopt and adapt the ITIL framework to support your business objectives. Practitioner is the next step after ITIL Foundation for professionals who have already learned the basics of IT Service Management (ITSM). ITIL Practitioner covers the Continual Service Improvement (CSI) approach as the way to structure any improvement initiatives.

Provides an essential level of knowledge in the following areas:

• Guiding Principles
• The CSI Approach
• Metrics and Measurement
• Communication
• Organizational Change Management

Chapter 1: Introduction

• Using ITIL — adopt and adapt
• Understanding service
• Delivery models
• Service management versus IT service management

Chapter 2: Guiding Principles

• ITSM Guiding Principles
• Applying the Guiding Principles

Chapter 3: The CSI Approach

• Characteristics of the CSI Approach
• Step-by-step guide to the CSI Approach

Chapter 4: Metrics and Measurement

• What is measurement for?
• Critical success factors and key performance indicators
• Metric cascades and hierarchies
• Metric categories
• Assessments
• Reporting
• Continual improvement of metrics and measurement

Chapter 5: Communication

• Why good communication is important
• Communication principles
• Communication techniques

Chapter 6: Organizational Change Management

• Essentials for successful improvement
• Clear roles and responsibilities
• OCM and ITIL change management
• Impact of organizational change management
• Understanding people’s transition through change
• Key activities for effective organizational change management
• Continual improvement of organizational change management