ITIL® Practitioner Series

Description

• Course 01 – Course Introduction – 14 minuntes
• Topic A – Course Introduction
• Course 02 – ITSM Continual Improvement – 2hr 21m
• Topic A – Learning Objectives
  Topic B – Selecting a Management System
  Topic C – Systems Thinking
  Topic D – The 4Ps
  Topic E – Communication & Management Systems
  Topic F – Organizational Capabilities
  Topic G – Adopt, Adapt & Realize
  Topic H – Outside-in vs Inside-out Thinking
  Topic I – Defining a Service
  Topic J – Metrics & Measurement
  Topic K – Improvement, the Practitioner & CSI
  Topic L – Driving IT Service Management Summary
  Topic M – Checkpoint
• Course 03 – Principles Themes – 53m

Topic A – Learning Objectives
Topic B – Principles
Topic C – Themes
Topic D – Principles & Themes in Practice
Topic E – Principles & Themes Summary
Topic F – Checkpoint

• Course 04 – Organizational Change Management (OCM) – 46mTopic A – Learning Objectives
  Topic B – Role & Impact of OCM on Improvement
  Topic C – OCM Activities
  Topic D – OCM & Systems Thinking
  Topic E – OCM Summary
  Topic F – Checkpoint
• Course 05 – Effective Communication to enable CSI 37mTopic A – Learning Objectives
  Topic B – Value, Importance & Benefit of Good Communication
  Topic C – Principles of Communication
  Topic D – Role of Influence
  Topic E – Communication Summary
  Topic F – Checkpoint

Course 06 – Use Metrics & Measurement – 52m

Topic A – Learning Objectives
Topic B – CSFs, KPIs & Improvement
Topic C – Analyze CSFs & KPIs in Context
Topic D – Assessments
Topic E – Design a Report
Topic F – Use Metrics & Measurement Summary
Topic G – Checkpoint

Course 07 – CSI Approach – 55m

Topic A – Learning Objectives
Topic B – It Depends
Topic C – CSI Approach Deconstructed
Topic D – Goal Question Metric (GQM) Approach Introduction
Topic E – CSI Approach Summary
Topic F – Checkpoint

Course 08 – Integrating CSI with ITIL & Beyond 46m

Topic A – Learning Objectives
Topic B – CSI Approach for the ITIL Practitioner
Topic C – CSI Approach in ITIL
Topic D – CSI Approach, PRINCE2 & RESILIA
Topic E – Integrating CSI with ITIL & Beyond Summary
Topic F – Checkpoint