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ITIL® V3 Practitioner | eLearning

14,999.00


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Description

Course Description

Participants learn to describe, explain, and distinguish among the various elements of being an ITIL Practitioner. Moreover, it helps them improve practice solving, calculating, and applying the knowledge and techniques to a realistic scenario. The course also includes a toolkit and continuous learning track to give learners ongoing support throughout their improvement journey.

Course Outline

Module 1: Course Introduction
  • Course Learning Objectives
  • Course Agenda
  • Module Learning Objectives
  • Topics Covered in This Module
  • Scenario-based Learning
  • Course Structure
  • Certification
  • The CSI Approach
  • Guiding Principles
  • Get to Know Each Other
Module 2: The Journey
  • Intent and Context References
  • Relevant Glossary Terms Module
  • Learning Objectives
  • A Message from the CEO
  • Current Challenges
  • The CSI Approach: What is the vision? Where are we now? What is the vision? Where are we now?
  • The Assignment Sources and Inputs
  • Decision Time!
  • Debrief Template: Elevator Pitch
  • Template: SWOT Analysis
  • Template: Stakeholder Analysis Worksheet
  • Template: Orientation Worksheet
  • Template: CSI Register
Module 3: Organizational Change Management (OCM)
  • Intent and Context References
  • Relevant Glossary Terms
  • Module Learning Objectives
  • Topics Covered in This Module
  • Purpose and Approaches
  • Essentials for Successful Improvement
  • Implementing a Successful Change
  • Continual Improvement of OCM
Module 4: The Desire
  • Intent and Context References
  • Relevant Glossary Terms
  • Module Learning Objectives
  • The CSI Approach: Where do we want to be? Where do we want to be?
  • Vision to Measurement
  • Trail Our Goals and Value
  • Never Lose the Big Picture!
  • Company Requirements
  • The Assignment Sources and Inputs
  • Presenting the Power of the Story
  • Debrief Template: Presentation Worksheet
  • Template: Stakeholder Worksheet
  • EJ Airways
  • CSI Register
Module 5: Communications
  • Intent and Context
  • References
  • Relevant Glossary Terms
  • Module Learning Objectives
  • Topics Covered in This Module
  • Good Communication
  • Communication Principles
  • Communication Techniques
  • Types of Communication
Module 6: The Roadmap
  • Intent and Context
  • References
  • Relevant Glossary Terms
  • Module Learning Objectives
  • The CSI Approach: How do we get there? How do we get there?
  • Refresher: Five Major Aspects of Service Design
  • Refresher: Balanced Scorecard
  • Mixing Frameworks and Methods
  • A Message from Lynda, Head of PR
  • The Assignment Sources and Inputs
  • Getting into Character: You are EJ Airways!
  • A Message from the CEO
  • Meeting Time
  • Debrief
  • Template: Implementation Plan (including RACI and Workshop Checklist)
  • Template: Meeting Notes Template: Balanced Scorecard
Module 7: Metrics and Measurements
  • Intent and Context
  • References
  • Relevant Glossary Terms
  • Module Learning Objectives
  • Topics Covered in This Module
  • Metrics and Measurements in CSI
  • Cascades and Hierarchies
  • Metrics
  • Categories
  • Assessments Reporting
Module 8: Check, Control, and Redirect
  • Intent and Context
  • References
  • Relevant Glossary Terms
  • Module Learning Objectives
  • The CSI Approach: Did we get there? Did we get there?
  • Refresher: DIKW Model Benefits Realization
  • Progress Iteratively
  • The Assignment
  • Sources and Inputs
  • Analysis Time
  • Stop Your Work
  • Discussion Time
  • Debrief Template: Communications Campaign Checklist
  • Template: Report Worksheet CSI Register
  • Template: Benefits Realization Review
  • Email: Automated Baggage Drop
  • Email: Baggage Handling System
  • Email: Internet on Board
  • Memo: Culture Impacts
Module 9: Stay Tuned
  • Intent and Context
  • References
  • Relevant Glossary Terms
  • Module Learning Objectives
  • The CSI Approach: How do we keep the momentum going? How do we keep the momentum going?
  • Resistance Management Plan
  • Reinforcement with Balanced Diversity
  • The Assignment Sources and Inputs
  • CEO’s State of Mind
  • Debate Time
  • Debrief
  • Template: Resistance Management Plan
Module 10: Guiding Principles
  • Intent and Context
  • References
  • Relevant Glossary Terms
  • Module Learning Objectives
  • Topics Covered in This Module
  • The Guiding Principles
  • Applying the Guiding Principles
Module 11: Exam Preparation Guide

Target Audience

This course is of interest for ITSM professionals. Whether working in customer service or involved in running projects, everyone should be able to identify, initiate, and successfully complete service improvement initiatives either small or large.

Learning Objectives

At the end of this course, learners are able to:
  • Explain the different ITSM concepts that are essential drivers of CSI
  • Apply the ITSM guidance principles in a real-world context
  • Apply the CSI approach to manage improvements in a given organizational context
  • Connect and align ITIL with other frameworks, good practices, and methodologies
  • Use measurements and metrics to enable continual improvement
  • Communicate effectively to enable CSI
  • Apply OCM to support continual improvement

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