ITIL® 2011 Practitioner 04-12-2019

The course syllabus consists of 6 key units, with each unit gradually increasing your knowledge and understanding of the required outcomes for the ITIL® Practitioner qualification and its benefits.

• Service Management concepts and the important drivers of continual service improvement.
  • Apply the concept of “Adopt and Adapt” when using ITIL guidance in a given context.
  • Analyse the importance of each element of the definition of a service when planning and implementing service improvements.
• Ability to understand and apply the ITSM guiding principles in a real-world context, when planning and implementing service improvements.
  • Apply the ITSM guiding principles in a given context when planning and implementing service improvements.
• Be able to apply the CSI approach to manage improvements in a given organisational context.
  • 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.
  • 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).

• Be able to use metrics and measurement to enable continual service improvement.
  • Define critical success factors (CSFs) using a relevant hierarchical approach.
  • Determine key performance indicators (KPIs) to underpin a critical success factor.
  • Define a current state assessment plan in a given context.
  • Design a report in a given context.
  • Apply knowledge of metrics and measurement when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles.
• How to communicate effectively to enable continual service improvement.
  • Explain the nature, value, importance and benefits of good communication.
  • Explain communication principles.
  • Explain the purpose and value of communication tools and techniques.
  • Use relevant communication tools and techniques to support improvement in a given context.
  • Apply knowledge of communications when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles.
• Be able to apply organisational change management (OCM)to support continual service improvement.
  • Explain the role and impact of OCM in successful improvement.
  • Describe the purpose and value of OCM activities.
  • Use relevant OCM tools and techniques to support improvement in a given context.
  • Apply knowledge of OCM when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles.