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ITIL-P: ITIL® Practitioner
WHAT YOU WILL LEARN
The ITIL Practitioner offers practical guidance to support your business's objectives, developing the skills to apply ITIL® concepts in the organization, ensuring business value by delivering fit-for-purpose and fit-for-use services. At the same time, the course and qualification gives confidence to managers that the attendants are ready to initiate and successfully carry out required improvement initiatives.
ITIL® Practitioner covers the Continual Service Improvement (CSI) approach as the way to structure any improvement initiatives. ITIL® Practitioner also covers three key areas crucial for success of any improvement initiatives:
Organizational Change Management
Measurements and Metrics
ITIL ®Practitioner does not replace any of the existing ITIL qualifications. ITIL Practitioner is complementary to-and fits in with- the current ITIL qualification scheme. ITIL Practitioner is not a prerequisite for the ITIL Intermediate Level qualifications.
- IT Professionals
- IT Support Staff
- Application Engineers,
- Project and Business Managers
- Any member of an IT team involved in the delivery of IT Services
To take the ITIL ® Practitioner exam, individuals must hold an existing ITIL Foundation certificate.
This program will be presented via interactive lecture and practical hands-on activities
Upon completion of this program, participants should be able to:
- 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
- Scenario based learning
- The CSI approach
- Get to know each other
- Introduction to the scenario
- The CSI approach: What is the vision? Where are we now?
- Purpose and approaches
- Essentials for successful improvement
- Implementing Successful Change
- Continual Improvement of OCM
- The CSI approach: Where do we want to be?
- Good communication
- Communication Principles
- Communication Techniques
- Types of communication
- The CSI Approach: How do we get there?
- Measurements and Metrics in CSI
- Cascades and Hierarchies
- Metrics Categories
- The CSI approach: Did we get there?
- The CSI approach: How do we keep the momentum?
- The guiding principles
- Applying the guiding principles
- Mock exam exercise
Noordin Bin Aboo Talib Khalid
Noordin Aboo Talib Khalid has over 13 years of working experience in Information Communication Technology (ICT) industry, especially in automotive manufacturing and logistic areas. He specializes in ITIL (Expert), Cobit, Prince2 and ISO20000
He has an analytical, professional skill with strong result oriented work ethic and emphasis on strategic planning and decision-making. He has experienced in large system development work including managing a complex integrated logistics and manufacturing implementation projects. He is able to negotiate and balance competing business issues, anticipates strategic project requirements, migration, development and risks, and is able to communicate effectively with all levels of professionals within the organization.
Kaustuv has had 10 years of experience in Information Communication Technology (ICT) industry especially in Retail, logistics and IT Service Management in Asia and Europe. He has an analytical, professional skill with strong result oriented work ethic. He places emphasis on strategic planning and decision-making. Kaustuv is experienced in large system development work. This includes managing complex integrated logistics and manufacturing implementation projects. He is able to negotiate and balance competing business issues and anticipate strategic project requirements such as migration, development and risks. He is also a skilled communicator.Kaustuv is an accredited trainer with the APM Group & EXIN. He has successfully trained and coached more than 2000 IT professionals within Asia Pacific and the Middle East, including India, Malaysia, Dubai and Singapore.
Kui Tze Lin
Experienced consulting in the IT industry focusing on supporting the operations of supply chain planning and optimizing solutions. Started career in IT as a technical/application support consultant. In less than 2 years, he was promoted as the Team Lead to set up and run 24/7 support operations before taking up the role as an Account Manager in 2017.As a grew up in a family of educators are potential life changers and able to facilitate someone to be successful in life. Since his high school and college days, he enjoyed imparting his knowledge to his peers who needed help by organizing group study sessions. Once he finished his A-level examinations, he was teaching in a primary school for half a year before he started university. After he graduated, he continues to deliver customized 1-on-1 tutoring high school pupils during weekends simply because he loves teaching and helping other. Read More
Sean Low is a Diploma holder in Graphic Design from Saito Academy & Higher Diploma and Master's Degree in Business with Infromation Technology from University of Northumbria, NewCastle. He is Management Consultant for Pink Elephant with the responsibility for delivery (consulting projects), training and development in the Asian region. Service Management Process and Applications Manager with the responsibilities of defining, documenting and implementing IT service management processes and policies across the World Vision International (WVI) global partnership that consists of more than 50 countries. Technical Services Manager with HP (formerly EDS) with the responsibility of managing the Wintel support team with 100-150 staffs supporting over international/multinational customers which includes daily operational responsibility for people, customer and day-to-day project management activities of the team. IT Manager for Malaysia’s premier business weekly The Edge. Responsibilities include managing a team of web designers, programmers and system support staff. Other responsibilities include providing strategic direction to implementation of IT processes within the organisation Read More