Course Overview
The ITIL® Practitioner certification offers practical guidance on how to adopt and adapt the ITIL framework
to support your business’ objectives.
Course Outline
Course Introduction 4m
Course Introduction
Chapter 01 – Introduction to ITIL Practitioner 13m
Introduction to ITIL Practitioner
Lesson: Course Introduction
Welcome to the Course!
Why Are You Here?
Using Bloom’s Taxonomy
What do you Expect?
Housekeeping Online
Quizzes & Exercises
ITIL Practitioner Exam
Getting Started with an Online Class
Agenda
Chapter 02 – ITSM & Continual Improvement 2h 24m
ITSM & Continual Improvement
Learning Objectives
Terms-to-Know
Lesson: Selecting a Management System
Seeking a Single Management System
Management System
Governance, Management & Compliance
Frameworks & Standards
Service Management Lifecycle
ITIL as a Management System
Lesson: Systems Thinking
Disciplines of a Learning Organization
Double Loop Learning
The Iceberg Model
Patterns of a Learning Organization
Structure Influences Behavior
Lesson: The 4Ps
4Ps in Strategy
4Ps in Design
4Ps in Transition
4Ps in Operation
4Ps in CSI
4Ps in Service Management
ITSM Practice Guide
Lesson: Communication & Management Systems
Fundamentals of Communication
Communication Strategy
Perception
Expectation
Demands
Communication & Information are Different
Communication in Management Systems
Lesson: Organizational Capabilities
Specialized Organizational Capabilities
Critical Capability Model
Capability of Practice (CoP)
Quality of Practice (QoP)
Value Created & Delivered (VCD)
Critical Capability Model in Action
Lesson: Adopt, Adapt & Realize
Darwin & Continual Improvement
Outside-in Continual Improvement
Continual Improvement as a Survival Strategy
Improvement Becomes Core
Outside-In/Continual Improvement Approach
Continual Improvement as a New Normal
Adopt, Adapt & Improve
Lesson: Outside-in vs Inside-out Thinking
Inside-out vs Outside-in
Examples of Inside-out
Examples of Outside-in
Outside-in vs Inside-out
Outside-in & the ITIL Practitioner
Lesson: Defining a Service
Define Service Management
Define Service
Combine Service & Service Management
Lesson: Metrics & Measurement
Begin with Baselines
Key Measurement Questions
Why Measure
Categories to Measure
Lesson: Improvement, the Practitioner & CSI
CSI Approach
Vision
Current Position
Desired Position
How to Get to the Desired Position
Measuring Achievement
How to Keep the Momentum Going
Lesson: Driving IT Service Management Summary
Selecting a Management System
Systems Thinking
4Ps in Service Management
Communication & Management Systems
Organizational Capabilities
Adopt, Adapt & Realize
Measurement
Combine Service & Service Management
Improvement, the Practitioner & CSI
Additional Resources for ITSM & Continual Improvement
Lesson: Checkpoint
Introduction to Checkpoint Exercises
Review Checkpoint Exercises
Chapter Quiz
Chapter 03 – Principles & Themes 54m
Principles & Themes
Learning Objectives
Terms-to-Know
Lesson: Principles
Start Where You Are
Focus on Value
Keep It Simple
Be Transparent
Collaborate
Progress Iteratively
Observe Directly
Design for Experience
Work Holistically
Lesson: Themes
Change is Constant
Apply Business Value
Change is an Organizational Capability
Make Plans & Monitor Progress
Lesson: Principles & Themes in Practice
Applied Knowledge Management
Measures & Metrics
Communication
Organizational Change
CSI Approach
Lesson: Principles & Themes Summary
Principles
Themes
Principles & Themes in Practice
Lesson: Checkpoint
Introduction to Checkpoint Exercises
Review Checkpoint Exercises
Chapter Quiz
Chapter 04 – Organizational Change Management (OCM) 47m
Organizational Change Management (OCM)
Learning Objectives
Terms to Know
Lesson: Role & Impact of OCM on Improvement
Why OCM
Essentials for Successful Improvement
Impact of OCM
Lesson: OCM Activities
Key Activities for Effective OCM
Create a Sense of Urgency
Stakeholder Management
Sponsor Management
Communication
Empowerment
Resistance Management
Reinforcement
Lesson: OCM & Systems Thinking
Knowledge Management
Apply Disciplines of a Learning Organization
Apply Patterns of a Learning Organization
Structure Influences Behavior
Systems Thinking
Lesson: OCM Summary
Role & Impact of OCM on Improvement
OCM Activities
OCM & Systems Thinking
Additional Resources for OCM
Lesson: Checkpoint
Introduction to Checkpoint Exercises
Review Checkpoint Exercises
Chapter Quiz
Chapter 05 – Effective Communication to enable CSI 38m
Effective Communication to enable CSI
Learning Objectives
Lesson: Value, Importance & Benefit of Good Communication
Fundamentals of Communication
Why Good Communication is Critical
Communication & ITSM
Lesson: Principles of Communication
Communication Is a 2-way Process
We Are All Communicating, All the Time
Timing & Frequency Matter
There Is No Single Right Method
The Message Is in the Medium
Lesson: Role of Influence
Communication & Influence
6 Principles of Influence
Communication, Influence & Improvements
Lesson: Communication Summary
Value, Importance & Benefit of Good Communication
Principles of Communication
Role of Influence as Part of Communication
Additional Resources for Communication
Lesson: Checkpoint
Introduction to Checkpoint Exercises
Review Checkpoint Exercises
Chapter Quiz
Chapter 06 – Use Metrics & Measurement 54m
Use Metrics & Measurement
Learning Objectives
Lesson: CSFs, KPIs & Improvement
Start with the Vision
Vision to Measurement
What Gets Measured Gets Done
Critical Success Factors
How to Determine CSFs
Determine KPIs
Balanced Scorecard
Organizational Cascade
Continual Improvement of Metrics & Measurement
Lesson: Analyze CSFs & KPIs in Context
Metric Categories
Technology, Process & Service Metrics
Process Metrics
Leading & Lagging Metrics
Inside-out & Outside-in Metrics
Lesson: Assessments
Assessments Introduction
Assessment Scope
Assessment Criteria & Outputs
Lesson: Design a Report
Reporting
Reports
Improve Report Value
Lesson: Use Metrics & Measurement Summary
Define CSFs & KPIs
Analyze CSFs & KPIs in a given context
Assessments
Design a Report
Additional Resources for Metrics & Measurement
Lesson: Checkpoint
Introduction to Checkpoint Exercises
Review Checkpoint Exercises
Chapter Quiz
Chapter 07 – CSI Approach 57m
CSI Approach
Learning Objectives
Terms to Know
Lesson: It Depends
Adopt, Adapt & Improve
Answer to Every ITIL “How To” Question
Elements of “It Depends…”
It Depends & 4Ps in Strategy
Lesson: CSI Approach Deconstructed
CSI Approach
Vision
What Is the Vision?
Current Position
Where Are We Now?
Desired Position
Where Do We Want to Be?
How to Get to the Desired Position
How Do We Get There?
Measuring Achievement
Did We Get There?
How to Keep the Momentum Going
How Do We Keep the Momentum Going?
Lesson: Goal Question Metric (GQM) Approach Introduction
Goal Question Metric (GQM) Approach
GQM Relationships
GQM Model Development
GQM By Example
GQM+Strategies
Lesson: CSI Approach Summary
It Depends
CSI Approach Deconstructed
Applicable Toolkit Items
Goal Questions Metrics (GQM) Introduction
Additional Resources for the CSI Approach
Lesson: Checkpoint
Introduction to Checkpoint Exercises
Review Checkpoint Exercises
Chapter Quiz
Chapter 08 – Integrating CSI with ITIL & Beyond 48m
Integrating CSI with ITIL & Beyond
Learning Objectives
Lesson: CSI Approach for the ITIL Practitioner
CSI Approach
CSI Approach Requires Communication
CSI Approach & OCM
CSI Approach, Metrics & Measurement
Lesson: CSI Approach in ITIL
CSI Approach
CSI Approach as a GPS
Answer to Every ITIL “How To” Question
Elements of “It Depends…”
The Iceberg Model
Service Management Lifecycle
Adopt, Adapt & Improve
Connect the Dots
GQM Model Development
Outside-in vs Inside-out
Outside-in & the ITIL Practitioner
Lesson: CSI Approach, PRINCE2 & RESILIA
CSI Approach & PRINCE2
CSI Approach & RESILIA
ITSM as a Management System
GQM By Example
Lesson: Integrating CSI with ITIL & Beyond Summary
CSI Approach for the ITIL Practitioner
CSI Approach in ITIL
CSI Approach, PRINCE2 & RESILIA
Lesson: Checkpoint
Introduction to Checkpoint Exercises
Review Checkpoint Exercises
Chapter Quiz
Course Closure
Total Duration: 7hrs 39m