Explore Contact us

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

Show more

Frequently asked questions

Shareable on LinkedIn

You can share your Course Certificates in the Certifications section of your LinkedIn profile, on printed resumes, CVs, or other documents.

Are you ready to begin learning exceptional new skills?

01225 308979


Find us at:
Go Courses Ltd.
Kemp House
152 - 160 City Road
United Kingdom

Registered Office:
Go Courses Ltd.
10 Laura Place
United Kingdom

View on a map

Delighted satisfaction rating