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ITIL Practitioner

STL
Course summary
3 days
English
Nationwide
Company-Specific / In-House

ITIL Practitioner



Courses never cancelled. Last minute rescheduling. 24 month delegate support forum. And more... After completing the course, students are familiar with the following aspects of ITIL :
Understand how to define services in terms of value, cost, outcomes and risk
Using the guiding principles of service improvement
Anchoring programmes to the service improvement approach
Appreciate and act on organizational change principles
Be able to define and report using meaningful metrics
Plan effective communications for improvement
Be ready to sit the ITIL practitioner examination

Suitability - Who should attend?



The course is aimed at: -
Those engaged in IT development, IT operations and IT service management.
Individuals wishing to have detailed understanding of the principles of service improvement.

Training Course Content



Service Management Concepts

Adopt and Adapt
VOCR – Value, outcomes, costs and risks

Guiding Principles

Focus on value
Design for experience
Start where you are
Work holistically
Progress iteratively
Observe directly
Be transparent
Collaborate
Keep it Simple

Service improvement Approach

What is the vision?
Where are we now?
Where do we want to be?
How do we get there?
How do we know we’ve arrived?
How do we keep the momentum going?

Organisational Change Management (OCM)

What is OCM?
Sources of resistance
People transition
Stakeholder management
Sponsor management
Resistance management
Reinforcement

Metrics and Measurements

CSFs and KPIs
Metric cascades and hierarchies
Metric categories
Assessment
Reporting

Communication

Issues caused by poor communication
Benefits of good communication
Communication essentials
Communication principles
Communication types

Expenses



Prices from £1199. Promotional rates often available the further ahead you book. Contact us for quote.

Provider: STL

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Contact information for STL

STL

Greater London
STL, 2nd Floor, Cruising Association House
E14 8BT 1 Northey Street

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www.stl-training.co.uk

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