ITIL® Practitioner

Introduction

• Using ITIL – adopt and adapt
• Understanding service
• Delivery models
• Service management versus IT service management

Guiding Principles

• ITSM Guiding Principles
• Applying the Guiding Principles

The CSI Approach

• Characteristics of the CSI Approach
• Step-by-step guide to the CSI Approach

Metrics and Measurement

• What is measurement for?
• Critical success factors and key performance indicators
• Metric cascades and hierarchies
• Metric categories
• Assessments 
• Reporting
• Continual improvement of metrics and measurement

Communication

• Why good communication is important
• Communication principles
• Communication techniques

Organizational Change Management

• Essentials for successful improvement
• Clear roles and responsibilities
• OCM and ITIL change management
• Impact of organizational change management
• Understanding people’s transition through change
• Key activities for effective organizational change management
• Continual improvement of organizational change management

• Number of Questions: 40
• Passing Score: 70%
• Duration: 105 minutes
• Format: Scenario-based multiple choice supported by a case study. Exam is open book–The Practitioner Guidance is allowed for reference
• Exam Administers: EXIN, ISEB, APMG, (LCS) Loyalist Certification Services and CSME

Objectives:

• The Practice of Service Management
• The Service Lifecycle
• Understanding of Concepts and Definitions
• Key Models and Principles
• Selected Processes
• Selected Functions
• Selected Roles
• Architecture and Technology

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