ITIL – v3 Practitioner

Short Course Description

3 Day

COURSE OVERVIEW
Specific ITIL processes are not discussed during the course. Instead, focus is given to teaching you the management and business skills needed to apply a “fit for purpose” approach for implementing ITIL concepts.
The course focuses on:
• Continual Service Improvement (CSI), and what it really means to apply the CSI model
• Organizational Change Management, and how to lead and manage the all-important people side of change
• Communications, and how to develop effective awareness and communication plans so that all stakeholders benefit
• Measurements & Metrics, and how to apply a true business perspective
• The ITIL Guiding Principles critical to embedding a CSI culture.
Participants will receive a coursebook that includes relevant references from existing ITSM and ITIL publications, worksheets, templates, case studies and scenarios, and recommended value-added reading.
PREREQUISITES
ITIL Foundation Certificate in IT Service Management is a mandatory prerequisite and we encourage you to refresh your knowledge before the course