ITIL Foundation is a prerequisite to take ITIL Practitioner as it supplements, rather than substitutes the Foundation qualification.
To that end the ITIL Practitioner syllabus will require delegates to have passed their ITIL Foundation exam and be familiar with the principles of ITSM and the organization-wide common language of ITIL.
Achieving the ITIL Practitioner certificate provides three credits toward your ITIL Expert certification.
Helps one to explore end-to-end IT service model for creation, delivery, and continual improvement of services offered that aligns as per the enterprise strategy.
Study Guide created by subject matter experts.
Highly Qualified, Certified, and Accredited trainers.
Personalized LMS with lifetime access to course materials.
Module 1 : Introduction
1.1 Using ITIL – adopt and adapt
1.2 Understanding service
1.3 Delivery models
1.4 Service management versus IT service management
Module 2: Guiding Principles
2.1 Focus on value
2.2 Design for experience
2.3 Start where you are
2.4 Work holistically
2.5 Progress iteratively
2.6 Observe directly
2.7 Be transparent
2.8 Collaborate
2.9 Keep it simple
2.10 Applying the guiding principles
Module 3: The CSI Approach
3.1 Characteristics of the CSI approach
3.2 Step-by-step guide to the CSI approach
Module 4: Metrics and Measurement
4.1 What is measurement for?
4.2 Critical success factors and key performance indicators
4.3 Metric cascades and hierarchies
4.4 Metric categories
4.5 Assessments
4.6 Reporting
4.7 Continual improvement of metrics and measurement
Module 5: Communication
5.1 Why good communication is important
5.2 Communication principles
5.3 Communication techniques
Module 6: Organizational Change Management
6.1 Essentials for successful improvement
6.2 Clear roles and responsibilities
6.3 OCM and ITIL change management
6.4 Impact of organizational change management
6.5 Understanding people’s transition through change
6.6 Key activities for effective organizational change management
6.7 Continual improvement of organizational change management
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