Participants learn to describe, explain, and distinguish among the various elements of being an ITIL Practitioner. Moreover, it helps them improve practice solving, calculating, and applying the knowledge and techniques to a realistic scenario. The course also includes a toolkit and continuous learning track to give learners ongoing support throughout their improvement journey.
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 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 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)
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 Principles
Module 11: Exam Preparation Guide
Target Audience
This course is of interest for ITSM professionals. Whether working in customer service or involved in running projects, everyone should be able to identify, initiate, and successfully complete service improvement initiatives either small or large.
Learning Objectives
At the end of this course, learners are able to:
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
