ITIL® Practitioner

Apresentação

Enquanto que o ITIL® Foundation foca o “o quê” e “porquê”, o ITIL® Practitioner mostra o “como” iniciar a adoção da framework do ITIL® e como adapta-la às situações e responsabilidades do dia-a-dia, fornecendo maior confiança aos profissionais nas suas capacidades para estruturar e contribuir para as iniciativas do ITSM.

O ITIL® Practitioner oferece uma orientação prática para apoiar seus objetivos de negócios, desenvolver as competências necessárias para na aplicação dos conceitos do ITIL® na organização e assegurar valor para o negócio através de fit-for-purpose e fit-for-use services.

Upon successfully achieving the ITIL® Practiotioner certificate, the student will earn 3 credits in the ITIL® qualification scheme.

Destinatários

  • IT Professionals,
  • IT Support Staff,
  • Application,
  • Project and Business Managers,
  • any member of an IT team involved in the delivery of IT Services.

Objetivos

No final da ação de formação os participantes deverão estar aptos a:

  • Be able to use IT Service Management concepts that are important drivers of continual service improvement
  • Be able to apply the ITSM guiding principles in a real-world context
  • Be able to apply the CSI approach to manage improvements in a given organizational context
  • Be able to use metrics and measurement to enable continual service improvement
  • Be able to communicate effectively to enable continual service improvement
  • Be able to apply organizational change management to support continual service improvement

Pré-requisitos

To take the ITIL® Practitioner exam, individuals must hold an existing ITIL Foundation certificate.

Programa

Course Introduction

  • Scenario based learning
  • The CSI approach
  • Certification
  • Get to know each other

The Journey

  • Introduction to the scenario
  • The CSI approach: What is the vision? Where are we now?

Organizational Change Management (OCM)

  • Purpose and approaches
  • Essentials for successful Improvement
  • Implementing Successful Change
  • Continual Improvement of OCM

The Desire

  • The CSI approach: Where do we want to be?

Communications

  • Good communication
  • Communication Principles
  • Communication Techniques
  • Types of communication

Roadmap

  • The CSI Approach: How do we get there?

Metrics and Measurements

  • Metrics and Measurements in CSI
  • Cascades and Hierarchies
  • Metrics Categories
  • Assessments
  • Reporting

Check, Control, and Redirect

  • The CSI approach: Did we get there?

Stay Tuned

  • The CSI approach: How do we keep the momentum?

Guiding Principles

  • The guiding principles
  • Applying the guiding principles

Exam Preparation

Certificação

De momento não temos datas disponíveis para este curso, entre em contacto para obter mais informações.

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