Course Description
This is not your typical ITIL course!
Specific ITIL processes are not discussed during the agenda. Instead, focus is given to teaching you the management and business skills needed to apply a “fit for purpose” approach for implementing ITIL concepts.
Other ITIL courses teach the “what” you have to know, and not the “how” to implement. It is important to understand that knowledge of ITIL good practices alone does not guarantee the success of IT Service Management (ITSM) initiatives. ITIL practices need to be “Adopted” and “Adapted” to the specific circumstances and requirements of the organization. But how is this done? How do you ensure that your ITSM approach will deliver real business value? And, how can changes and improvements be sustained over time with minimum risk and the highest likelihood of success? To answer these important questions, 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
In addition, this course introduces the Guiding Principles critical to embedding a CSI culture, specifically:
Focusing On Value – as determined by the customer
Designing For Experience – ensuring the customer and user experiences with IT services are positive
Starting From Where You Are – leveraging what you already have and resisting the temptation to “start from scratch”
Working Holistically – integrating hardware and software, data, processes, architectures, metrics, tools, people and partners
Progressing Iteratively – defining short-term wins and delivering the large, valuable outcomes through small, easier-to-manage activities
Observing Directly – basing decisions on accurate and relevant data by going to the source
Being Transparent – to avoid resistance to change and foster trust
Collaboration – getting the right people involved in the right ways
Keeping It Simple – by eliminating activities that do not add value
Participants will receive a toolkit that includes relevant references from existing ITSM and ITIL publications, worksheets, templates, case studies and scenarios, and recommended value-added reading.
WHO SHOULD ATTEND?
This is a management level course and we strongly recommend that you hold a managerial level position. This course is for those in an IT management role seeking to take the knowledge gained from ITIL courses, and adopt, adapt and apply it successfully. To gain the most from this course you are in one of the following roles:
Director, AVP, VP
Project Manager/Director
Operations or IT Infrastructure Manager
Quality Assurance
Business Relationship Manager
Process Owner
Change Agent
IT Department, Division or Group Manager
PREREQUISITES
• ITIL Foundation Certificate in IT Service Management is a mandatory prerequisite
• Prior to attending the course, we strongly recommend you read ITIL’s Continual Service Improvement (CSI) book (available here), or take the ITIL Continual Service Improvement Intermediate Lifecycle Course, prior to attending this course
EXAM, CERTIFICATION & AWARDS
This course prepares participants for the examination leading to the ITIL Practitioner Certificate.
A 1 hour 45-minute exam is scheduled on the last day of the course
The exam is open book and the “ITIL® Practitioner Guidance” publication is allowed for reference during the exam
The exam consists of multiple choice questions based on a scenario. Sample exams/case scenarios will be used during the course for practice
A passing mark of 70% is required to achieve certification
On successful completion of the exam you will attain 3 ITIL credits towards the 22 credits needed for ITIL Expert certification
COURSE E-MATERIALS
Pink is Green
Material for this course will only be provided as downloadable soft copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files in whatever format best meets their needs, and can use the files under the Pink Elephant Terms of Use.
A complimentary copy of the “ITIL Practitioner Guidance” publication by Axelos will be provided on Day 1 of the public course. For students attending a virtual course, registrations must be received 2 weeks prior to the start date in order to receive a complimentary copy of the book. Afterwards, students must pay a charge for rush delivery.
WE ALSO RECOMMEND
Organizational Change Management Certification Program – Description & Dates
Leading The Organizational Change Process – Description & Dates
Lean IT Certification Program – Description & Dates