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What you will learn

  • This three-day intensive course, designed by industry leading service management experts, is fully accredited by the BCS and provides you with a thorough understanding of the latest ITIL Practitioner Guidance on 'how' to start to adopt and adapt ITIL best practice successfully in your organisation.
  • Shareable Certificate Earn a Cerfiticate upon completion
  • On Demand or Face to Face Start instantly and learn at your own schedule
  • Flexible Schedule Set and maintain flexible deadlines
  • Intermediate For those with working experience or likely to have completed foundation level training  
  • English Subtitles: English

This course consists of 13 lessons

Introduction: Apply the concept of “Adopt and Adapt” when using ITIL guidance in a given context.

ITSM Guiding Principles: Apply the ITSM guiding principles in a given context when planning and implementing service improvements - Focus on value - Design for experience - Start where you are - Work holistically - Progress iteratively - Observe directly - Be transparent - Collaborate - Keep it simple

CSI Approach and measuring improvement: Describe the purpose and main outputs of each step of the CSI Approach - Use the CSI Approach tools and techniques successfully in a given specific context - a. Orientation Worksheet - b. Benefits Realization Review Template - c. CSI registers - Apply the CSI approach to a given context, including a holistic view of the guiding principles and how the three critical competencies contribute to an improvement (Communication, Metrics & Measurement, OCM)

Define critical success factors (CSFs) using a relevant hierarchical approach: a) ITIL Vision to measurement - b) Balanced scorecard - c) Organizational cascade

Determine key performance indicators (KPIs) to underpin a critical success factor: Analyze CSFs and KPIs in a given context to ensure that they are balanced between the four categories - a) Technology, process, service

b) Progress compliance, effectiveness, efficiency - c) Leading, trailing - d) Inside-out, outside-in

Define a current state assessment plan in a given context: a) Goal - b) Scope - c) Assessment criteria - d) Required outputs - e) Available resources and skills

Communication - Explain the nature, value, importance and benefits of good communication - Understand communication principles - a) Communication is a two way process - b) We’re communicating all the time - c) Timing and frequency matter - d) There is no single correct method - e) The message is in the medium

Use relevant communication tools and techniques to support improvement in a given context: a) Stakeholder communication plan - b) Business case

Organisational Change Management (OCM): Explain the role and impact of OCM in successful improvement - Understand the purpose and value of OCM activities - a) Create a sense of urgency - b) Manage stakeholders

c) Manage sponsors - d) Analyze training needs - e) Manage resistance to change - f) Use reinforcement to embed the change

Use relevant OCM tools and techniques to support improvement in a given context: a) Sponsor diagram - b) Stakeholder worksheet - c) Stakeholder map - d) RACI matrix

Apply knowledge of OCM when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles

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