ITIL® v3 Practitioner Certification Training

On-Demand Training Outline

• Module 00: Course Introduction: ITIL® 2011: Practitioner

  • The Nature of the Class
  • Lecture to Exercise Ratio
  • Available Resources

• Module 01: Exam Tips

  • Understanding the Exam Process
  • Exam Questions and Grading
  • Taking the Exam
  • Using the Practice Exams

• Module 02: Introduction

  • Read Chapter 1 of ITIL® Practitioner Guidance
  • Key Terms: Adopt & Adapt; Service; Service Provider; Customer; Value; Value Network
  • Effective; Efficient; VOCR; Service Management
  • Exercise 1: CruiseAlong Cars: The Enterprise
  • Exercise 2: CruiseAlong Cars Services
  • Exercise 3: CruiseAlong Cars Current Issues

• Module 03: Solutions to Exercises 1-3

  • One Possible Solution to: Relationship Diagram & Stakeholder Analysis
  • Service Map
  • Current Issues
  • Be Sure to Download the Practitioner Exercise Solutions

• Module 04: Guiding Principles

  • Read Chapter 2 of ITIL® Practitioner Guidance
  • The Nine Guiding Principles
  • Focus on Value; Design for Experience; Start Where You Are; Work Holistically; Progress Iteratively; Observe Direction; Be Transparent; Collaborate; Keep It Simple
  • Exercise 4: CruiseAlong Cars: Addressing the Issues

• Module 05: Solutions to Exercise 4

  • One Possible Solution to: Addressing the Issues and the Application of the Guiding Principles
  • Be Sure to Download the Practitioner Exercise Solutions

• Module 06: The CSI Approach

  • Read Chapter 3 of ITIL® Practitioner Guidance
  • The CSI Approach and its Outputs
  • What is the vision?
  • Where are we now?
  • Where do we want to be?
  • How do we get there?
  • Did we get there?
  • How do we keep the momentum going?
  • The Resources
  • Exercise 5: CruiseAlong Cars: Initial Improvements

• Module 07: Solutions to Exercise 5

  • One Possible Solution to: Initial Improvements Using the CSI Approach
  • Be Sure to Download the Practitioner Exercise Solutions

• Module 08: Metrics & Measurements

  • Read Chapter 4 of ITIL® Practitioner Guidance
  • Key concepts
  • Purpose of Metrics
  • Creating Business-relevant metrics
  • Stakeholder needs
  • Exercise 6: CruiseAlong Cars: CSFs/KPIs

• Module 09: Solutions to Exercise 6

  • One Possible Solution to:
  • CSF/KPI development
  • Be Sure to Download the Practitioner Exercise Solutions

• Module 10: Communication

  • Communication Benefits
  • Best Practice Communication Principles
  • Communication Plan
  • Exercise 7: CruiseAlong Cars: Communication Needs

• Module 11: Solutions to Exercise 7

  • One Possible Solution to:
  • Defining Critical Communication Points
  • Be Sure to Download the Practitioner Exercise Solutions

• Module 12: Organizational Change Management

  • Managing Stakeholders
  • IT Stakeholders
  • Human Response to Change
  • Exercise 8: CruiseAlong Cars: Managing Resistance to Change

• Module 13: Solutions to Exercise 8

  • One Possible Solution to:
  • Applying Techniques to Manage Resistance to Change
  • Be Sure to Download the Practitioner Exercise Solutions