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ITIL® Practitioner (ITILP)

Contenuti dettagliati del Corso

COURSE AGENDA – DAY 1

Module 0 – Course Overview

  • Course Introduction, Agenda, Overview & Format
  • Exam Format and Details
  • Personal Introductions

Module 1 – Introduction to ITIL Practitioner

  • Learning Outcome
  • Adopt and Adapt
  • Understanding a Service
  • Activities
  • Sample question

Module 2 – The Guiding Principles

  • Learning Outcome
  • Guiding Principles 1 to 9
  • Activities
  • Sample question

Module 3 - The CSI Approach

  • Learning Outcome
  • Example from the Syllabus
  • Characteristics of CSI Approach
  • Step by Step: CSI Approach
  • Activities
  • Tools and Techniques
  • Sample question

COURSE AGENDA – DAY 2

Module 4 – Metrics and Measurements

  • Learning Outcome
  • Critical Success Factors
  • Determine KPIs
  • Analyze Metrics for Balance
  • Define a current state assessment
  • Design a report
  • Apply knowledge of Metrics
  • Activities
  • Tools and Techniques
  • Sample question

Module 5 – Communication

  • Learning Outcome
  • Good vs Poor Communication
  • ITSM Communication Considerations
  • Communication Principles & Techniques
  • Activities
  • Tools and Techniques
  • Sample question

Module 6 – Organizational Change Management

  • Learning Outcome
  • Organizational Change Management-OCM
  • Essentials for Successful improvement
  • Clear Roles and Responsibilities
  • OCM vs Change Management
  • Impact of OCM
  • Understanding People’s Transition Through Change
  • Key Activities For Effective Organizational Change Management
  • Continual Improvement of Organizational Change Management
  • Key tools
  • Applying knowledge of OCM
  • Tools and Techniques
  • Activities
  • Sample question

COURSE AGENDA – DAY 3

Module 7 – Toolkit, Summary and Exam Preparation

  • Learning Outcome
  • Toolkit
  • ITIL Practitioner Course Summary
  • Activities
  • Exam Simulation & Results Analysis
  • Activities

Final ITIL Practitioner Certification Examination