ITIL® Practitioner (ITILP) – Outline

Detailed Course Outline

MODULE 1: COURSE INTRODUCTION

  • Course Learning Objectives
  • Course Agenda
  • Module Learning Objectives
  • Topics Covered in This Module
  • Scenario-based Learning
  • Course Structure
  • Certification
  • The ITIL CSI Approach
  • Guiding Principles
  • 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?
  • What is the vision?
  • Where are we now?
  • The Assignment
  • Sources and Inputs
  • Decision Time!
  • Debrief

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

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

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

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

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 Principles

MODULE 11: THE NINE GUIDING PRINCIPLES VIDEOS