This course is for IT professionals who hold the ITIL Foundation certification and want to build on that underlying ITIL knowledge and apply the business competencies of communication, metrics and measurement, and organizational change management to their service practices. Students may be part of or even leading a team that implements IT service improvements and are seeking to leverage the best practices of ITIL in those initiatives.
This course is designed for applying effective and efficient IT Service Management best practices. This is best accomplished by using the Guidance book, Toolkit, and practice on case studies and reflective application in your own IT organization. By taking your ITIL Foundation knowledge and putting it to good use, you begin to see how ITIL best practices can be applied to simple situations and improvements. These improvements, however small, increase your IT organization’s efficiency and effectiveness. You gain that experience in this course through practicing the principles of the Continual Service Improvement (CSI) approach, the nine guiding principles of ITIL, and the best practice and options for communication, organizational change management, and measuring success or failure.