ITIL Practitioner

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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®. These learnings will be put in context to answer the `how` of successful improvement initiatives with ITIL® Practitioner, which is the next step after Foundation, not a substitution
All ITSM professionals seeking to take the knowledge gained from ITIL Foundation and apply it successfully within an organizational context. ITIL Foundation introduces the WHAT and WHY of ITIL; ITIL Practitioner gives you the HOW
This course is designed to teach you how to:

• Use the foundational ITIL concepts that are important drivers for improvement initiatives
• Apply the ITSM Guiding Principles of a service-oriented approach to IT
• Apply ITIL’s CSI Approach in a given organizational context
• Use metrics and measurements to enable improvements
• Communicate effectively as part of improvement initiatives
• Address the people side of improvements through the application of Organizational Change Management practices
• Provide practical guidance on how individuals can leverage Continual Service Improvement (CSI)
• Maximize the benefits of adoption and adaption of ITIL.
• Improve the capability of individuals throughout the business.
• Adopt and adapt ITIL in their day-to-day roles to generate maximum business benefits.
• Make use of technological capabilities, such as automation, real-time reporting and Cloud computing.
• Increase the quality of service design and the efficiency of service delivery.
• Leverage other frameworks and good practices and methodologies - such as Lean, DevOps, Agile and SIAM - to further enhance the value of ITSM.
This course will cover the following:

• CSI Approach - Using the CSI Approach as an organizing framework to lead a person and/or team through practical adoption of ITIL/ITSM guidance. Includes selected specific methods and techniques to use during particular steps of the approach.

• Guiding Principles - A set of broad principles that should be used to guide decisions and actions when adopting ITIL/ITSM – typically as a person and/or team moves through the steps of the CSI Approach.

• Critical Competencies - Three areas in which it is critical for a practitioner and/or organization to have and apply competencies in order for them to be successful in adopting the ITIL/ITSM guidance:

• Communication

• Measurement & Metrics

• Organizational Change Management