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ITP ITL5077100 - ITIL Practitioner eLearning Course


Questo corso è offerto da Pipeline in qualità di ITpreneurs Partner.

Il corso ITIL® Practitioner offre una guida pratica per i professionisti interessati ad adottare e ad adattare ITIL nella loro organizzazione. Questo corso è da considerarsi lo step successivo per tutti coloro che hanno conseguito la certificazione ITIL Foundation.

Guarda la demo del corso ITIL Practitioner.

Questo corso prepara gli allievi ad affrontare l'esame di certificazione ITIL Practitioner Exam.

ITIL® is a registered trade mark of AXELOS Limited.

Durata del corso: 24 ore

Lingua del corso: Inglese

Contenuti del corso

MODULE 1: COURSE INTRODUCTION

  • Course Learning Objectives
  • Course Agenda
  • Module Learning Objectives
  • Topics Covered in This Module
  • Scenario-based Learning
  • CSI Approach
  • Guiding Principles
  • Course Structure
  • Certification
  • Get to Know Each Other

MODULE 2: THE JOURNEY

  • Intent and Context
  • References
  • Relevant Glossary Terms
  • Module Learning Objectives
  • A Message from the CEO
  • Current Challenges
  • The CSI Approach: What is the vision? Where are we now?
  • The Assignment
  • Sources and Inputs
  • Decision Time!
  • Debrief
  • Template: Elevator Pitch
  • Template: SWOT Analysis
  • Template: Stakeholder Analysis Worksheet
  • Template: Orientation Worksheet
  • Template: CSI Register

MODULE 3: ORGANIZATIONAL CHANGE MANAGEMENT (OCM)

  • Intent and Context
  • References
  • Relevant Glossary Terms
  • Module Learning Objectives
  • Topics Covered in This Module
  • Purpose and Approaches
  • Essentials for Successful Improvement
  • Implementing a Successful Change
  • Continual Improvement of OCM

MODULE 4: THE DESIRE

  • Intent and Context
  • References
  • Relevant Glossary Terms
  • Module Learning Objectives
  • The CSI Approach: Where do we want to be?
  • Where do we want to be?
  • Vision to Measurement Trail
  • Our Goals and Value
  • Never Lose the Big Picture!
  • Company Requirements
  • The Assignment
  • Sources and Inputs
  • Presenting the Power of the Story
  • Debrief
  • Template: Presentation Worksheet
  • Template: Stakeholder Worksheet
  • EJ Airways CSI Register

MODULE 5: COMMUNICATIONS

  • Intent and Context
  • References
  • Relevant Glossary Terms
  • Module Learning Objectives
  • Topics Covered in This Module
  • Good Communication
  • Communication Principles
  • Communication Techniques
  • Types of Communication

MODULE 6: THE ROADMAP

  • Intent and Context
  • References
  • Relevant Glossary Terms
  • Module Learning Objectives
  • The CSI Approach: How do we get there?
  • How do we get there?
  • Refresher: Five Major Aspects of Service Design
  • Refresher: Balanced Scorecard
  • Mixing Frameworks and Methods
  • A Message from Lynda, Head of PR
  • The Assignment
  • Sources and Inputs
  • Getting into Character: You are EJ Airways!
  • A Message from the CEO
  • Meeting Time
  • Debrief
  • Template: Implementation Plan (including RACI and Workshop Checklist)
  • Template: Meeting Notes
  • Template: Balanced Scorecard

MODULE 7: METRICS AND MEASUREMENTS

  • Intent and Context
  • References
  • Relevant Glossary Terms
  • Module Learning Objectives
  • Topics Covered in This Module
  • Metrics and Measurements in CSI
  • Cascades and Hierarchies
  • Metrics Categories
  • Assessments
  • Reporting

MODULE 8: CHECK, CONTROL, AND REDIRECT

  • Intent and Context
  • References
  • Relevant Glossary Terms
  • Module Learning Objectives
  • The CSI Approach: Did we get there?
  • Did we get there?
  • Refresher: DIKW Model
  • Benefits Realization
  • Progress Iteratively
  • The Assignment
  • Sources and Inputs
  • Analysis Time
  • Stop Your Work
  • Discussion Time
  • Debrief
  • Template: Communications Campaign Checklist
  • Template: Report Worksheet
  • CSI Register
  • Template: Benefits Realization Review
  • Email: Automated Baggage Drop
  • Email: Baggage Handling System
  • Email: Internet on Board
  • Memo: Culture Impacts

MODULE 9: STAY TUNED

  • Intent and Context
  • References
  • Relevant Glossary Terms
  • Module Learning Objectives
  • The CSI Approach: How do we keep the momentum going?
  • How do we keep the momentum going?
  • Resistance Management Plan
  • Reinforcement with Balanced Diversity
  • The Assignment
  • Sources and Inputs
  • CEO’s State of Mind
  • Debate Time
  • Debrief
  • Template: Resistance Management Plan

MODULE 10: GUIDING PRINCIPLES

  • Intent and Context
  • References
  • Relevant Glossary Terms
  • Module Learning Objectives
  • Topics Covered in This Module
  • The Guiding Principles
  • Applying the Guiding Principle

 

A chi è rivolto

Il corso si rivolge a:

  • IT Management
  • IT Support Staff
  • IT Consultants
  • Business Managers
  • Business Process Owners
  • Developers
  • Service Providers
  • System Integrators

 

Prerequisiti

Per partecipare con profitto a questo corso è necessario avere frequentato il corso ITIL Foundation.

 

Obiettivi

Al termine del corso gli allievi saranno in grado di:

  • Explain the different ITSM concepts that are essential drivers of CSI.
  • Apply the ITSM guidance principles in a real-world context.
  • Apply the CSI approach to manage improvements in a given organizational context.
  • Connect and align ITIL with other frameworks, good practices, and methodologies.
  • Use measurements and metrics to enable continual improvement.
  • Communicate effectively to enable CSI.
  • Apply OCM to support continual improvement.

 
 

 

Corso erogato in modalità eLearning  

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