Course objectives
  • Providing the comprehensive knowledge on organizational change management methods in the context of adapting and adopting ITIL® best practices within organization
  • In-depth understanding of the ITIL® Continual Service Improvement approach needed to develop a culture of measurement that continually tests value, quality, performance and compliance of the services within the service portfolio
  • Understanding the importance of effective communication especially as an essential aspect ofeach organizational change
Training scope
  • Introduction:
    • brief revision of the main concepts of ITSM,
    • CSI approach; scenario-based learning rules
  • Organizational Change Management: purpose, the Kubler-Ross change curve, essentials for successful improvement, implementing successful change
  • Comunication: principles of effective communication; communication types and techniques
  • Measurement and metrics
  • 9 Guiding Principles
  • Exam preparation and Mock exam
  • Accredited exam
Prerequisites

One of the following ITIL® Foundation certifitaces:

  • 2011
  • V3
  • V2 and ITIL® Foundation Bridge
Audience

CIOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, all IT people who require a detailed understanding of the ITIL® Continual Service Improvement phase.

The number of participants: 8-15 people

Duration: 2 days

Available language: PL / EN

Available course material: EN

Available exam: EN

Course form
Scenario-based learning with a multimedia case study and modular exercises
Exam
  • Exam is obligatory
  • Multiple choice test; 40 scenario-based questions
  • Pass mark: 70% (28 out of 40)
  • Open book: yes, ITIL® Practitioner Guidance
  • Electronic devices permitted: no
  • Time allocation: 135/165 mins.

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Agnieszka Rzeczkowska

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Agnieszka Rzeczkowska

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