After completing the course, students are familiar with the following aspects of ITIL:
• Understand how to define services in terms of value, cost, outcomes and risk
• Using the guiding principles of service improvement
• Anchoring programmes to the service improvement approach
• Appreciate and act on organizational change principles
• Be able to define and report using meaningful metrics
• Plan effective communications for improvement
• Be ready to sit the ITIL practitioner examination

Service Management Concepts
• Adopt and Adapt
• VOCR – Value, outcomes, costs and risks

Guiding Principles
• Focus on value
• Design for experience
• Start where you are
• Work holistically
• Progress iteratively
• Observe directly
• Be transparent
• Collaborate
• Keep it Simple

Service improvement Approach
• What is the vision?
• Where are we now?
• Where do we want to be?
• How do we get there?
• How do we know we’ve arrived?
• How do we keep the momentum going?

Organizational Change Management (OCM)
• What is OCM?
• Sources of resistance
• People transition
• Stakeholder management
• Sponsor management
• Resistance management
• Reinforcement

Metrics and Measurements
• CSFs and KPIs
• Metric cascades and hierarchies
• Metric categories
• Assessment
• Reporting

Communication
• Issues caused by poor communication
• Benefits of good communication
• Communication essentials
• Communication principles
• Communication types

• IT development
• IT operations
• IT service management.
• Individuals wishing to have detailed understanding of the principles of service improvement.

3 Days