The purpose of the ITIL Practitioner course to help organizations and individuals develop and increase the value they obtain from using ITIL by offering additional practical guidance to adopt and adapt the framework to support the business. It is the next step after ITIL Foundation for professionals who have already learned the basics of IT Service Management (ITSM) and the business value of well-designed and delivered services.
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.
The target audience of the ITIL Practitioner certificate in IT Service Management is IT professionals who must demonstrate the skills to apply ITIL concepts in their organization, ensuring maximum business value by delivering fit-for-purpose and fit-for-use services.
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After completing this course, students will be able to:
This module cover success in service management, the nature of a service, delivery models, and service management versus IT service management.
This module introduces the guiding principles, proceeds to detail each, and ends with a discussion of how to apply them.
This module introduces the CSI approach and then details a step-by-step guide to applying the CSI approach.
This module introduces measurement and metrics, what measurement is for, Critical Success Factors and Key Performance Indicators, metric cascades and hierarchies, metric categories, assessments, reporting, and ends with a discussion on continual improvement of metrics and measurement
This module covers communications, then details making good communication work.
This module covers what organization change management is, its impact, understanding people’s transition through change, key activities for effective organizational change management, and continual improvement of organizational change management.
This module summarizes the course and prepares you to take the ITIL Practitioner certification examination.
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