ITIL® Practitioner

Nível Intermédio
  • Datas
    15 jan a 18 jan 2019
    Lisboa
  • Horário
    Laboral
    9h30 -17h30
  • Nº Horas
    21h
  • Preço
    1250€
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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

  1. Course Introduction
  2. The Journey
  3. Organisational Change Management (OCM)
  4. CSI Approach and measuring improvement
  5. Desire
  6. Communications
  7. Road Map
  8. Metrics and Measurements
  9. Check, Control, and Redirect
  10. Stay Tuned
  11. Guiding Principles
  12. Exam Preparation

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

  • ITIL Practitioner

Inscreva-se

ITIL® Practitioner

  • Datas
    15 jan a 18 jan 2019
    Lisboa
  • Horário
    Laboral
    9h30 -17h30
  • Nº Horas
    21h
  • Preço
    1250€

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