ITIL® Practitioner

1. Introduction

2. Concepts and definitions

• Apply the concept of ‘adopt and adapt’ when using ITIL guidance in a given context
• Analyse the importance of each element of the definition of a service when planning and implementing service improvements:
• Customer
• Value
• Outcome
• Cost
• Risk

3. ITSM guiding principles

• Apply the ITSM guiding principles in a given context when planning and implementing service improvements:
• Focus on value
• Design for experience
• Start where you are
• Work holistically
• Progress iteratively
• Observe directly
• Be transparent
• Collaborate
• Keep it simple

4. CSI approach

• Describe the purpose and main outputs of each step of the CSI Approach
• Use the CSI Approach tools and techniques successfully in a given specific context:
• Orientation Worksheet
• Benefits Realisation Review Template
• CSI register
• Apply the CSI approach to a given context, including a holistic view of the guiding principles and how the three critical competencies contribute to an improvement (Communication, Metrics & Measurement, OCM)

5. Critical competency - Using metrics and measurement Define critical success factors (CSFs) using a relevant hierarchical approach:

• Define critical success factors (CSFs) using a relevant hierarchical approach:
• ITIL Vision to measurement
• Balanced scorecard
• Organisation cascade
• Determine key performance indicators (KPIs) to underpin a critical success factor
• Analyse CSFs and KPIs in a given context to ensure that they are balanced between the four categories:
• Technology, process, service
• Progress compliance, effectiveness, efficiency
• Leading, trailing
• Inside-out, outside-in
• Define a current state assessment in a given context:
• Purpose
• Scope
• Assessment criteria
• Required outputs
• Available resources and skills
• Design a report in a given context
• Apply knowledge of metrics and measurement when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles

6. Critical competency - Communicating effectively

• Explain the nature, value, importance and benefits of good communication
• Explain communication principles:
• Communication is a two way process
• We’re communicating all the time
• Timing and frequency matter
• There is no single correct method
• The message is in the medium
• Explain the purpose and value of communication tools and techniques:
• Workshop and meeting action plan
• Meeting notes template
• Use relevant communication tools and techniques to support improvement in a given context
• Stakeholder communication plan
• Business case
• Apply knowledge of communications when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles

7. Critical competency - Using organisation change management techniques

• Explain the role and impact of OCM in successful improvement
• Describe the purpose and value of OCM activities:
• Create a sense of urgency
• Manage stakeholders
• Manage sponsors
• Analyse training needs
• Manage resistance to change
• Use reinforcement to embed the change
• Use relevant OCM tools and techniques to support improvement in a given context:
• Sponsor diagram
• Stakeholder analysis worksheet
• Stakeholder map
• RACI model authority matrix
• Apply knowledge of OCM when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles

See Exam Track...