itil practitioner: itil make it better

ITIL® PractitionerITIL make IT better

Presenters:Helen Morris / Richard Webber

Best Practice Training Ltd

ITIL® is a registered trademark of AXELOS Ltd

SUPPORTING WEBINAR RECORDING AVAILABLE AT: WWW.APMG-INTERNATIONAL.COM/WEBINARS

Agenda

• Welcome & introduction– Mark Constable, APMG International

• ITIL Practitoner; ITIL make IT better– Helen Morris & Richard Webber

Best Practice Training Ltd

• Q&A

• Further information

• Close

About APMG International

• Global examination & accreditation institute• Examination Institute (EI) for the AXELOS

Global Best Practice portfolio (ITIL®, PRINCE2®, MSP®, etc)• Extensive portfolio of professional management certification

schemes aimed at improving business processes, capability and results

• Work with key industry partners (e.g. AXELOS, DSDM, Change Management Institute, etc) to promote best practice

• 400+ Accredited Training (ATOs) and Consulting (ACOs) organizations globally

• 12500+ exams per month• Full details at www.APMG-International.com

Welcome

Helen MorrisService Management consultant and ITIL ExpertEmail: Helen.Morris@bestpracticetraining.co.uk

Richard WebberTraining Manager and ITIL Expert

Email: Richard.Webber@bestpracticetraining.com

Welcome

• ITIL Practitioner Guidance– New qualification– Revolutionary approach– Complementary to the existing framework– Course content – Benefits to business

MALC (5)

MASTER

SS(3)

SD (3)

ST(3)

SO(3)

CSI(3)

OSA(4)

PPO(4)

FOUNDATION (2)

RCV(4)

SOA(4)

ITIL PRACTITIONER

(3)

EXPERT (22+)

ITIL Credit Scheme

Diag

ram

bas

ed o

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ELOS

ITIL

® m

ater

ial.

Repr

oduc

ed u

nder

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nce

from

AXE

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Focus on adopt and

adapt

Guidance on ‘how to’

Concentration on business relevance

What is ITIL Practitioner?

What is ITIL Practitioner?

• Complementary to the existing qualifications

• Follows on from ITIL Foundation

• 3 credits towards ITIL Expert

• Provides practical guidance

• Based on the CSI approach

• 9 guiding principles• 3 critical

competencies

Critical competencies

Continual Service

Improvement

Organizational Change

Management

Measurement and Metrics

Communication

Guiding principles

Focus on value

Map back to the business to

determine value

Ensures the business receives the value it

needs from our improvements

Design for experience

Maintain focus on the customer’s

experience

Ensures that we continually refer to

the business experience, to deliver

value

Start where you are

Don’t start from scratch and reinvent

the wheel

Ensures we utilize the best of our existing enterprise, saving

time and money for the business

Guiding principles

Work holistically

Work together to to achieve the desired

results

By focusing on the big picture, the

business is always engaged

Progress iteratively

Make the work manageable, with

clear goals

The business knows what we are doing and what they will

receive

Observe directly

Look at objective information

Decisions and actions are based on the understanding of business reality

Guiding principles

Keep it simple

Focus on simple effective processes, services and metrics

The business benefits from the effective and efficient approach and

can understand it

CollaborateWork together to ensure buy-in and

relevance

Closer understanding and working

relationships promote success across the

organization

Be transparent

Be open about what we are doing and striving

to achieve

Sharing our goals and aims with the business

supports their trust, buy-in and engagement

Course Contents

• Practical approach– Exercises based on the exam case study– Interaction and discussion – Minimal reference to slides– Maximum reference to the ITIL Practitioner Guidance publication

• Two full days of training– Exam AFTER the course– Options for bespoke approaches

• Workshops and development of service improvement plans

Why ITIL Practitioner?

• Practical guidance and knowledge on ‘how to’ make ITIL work• Already ITIL Foundation certified?

– Next step for building the knowledge you need to put ITIL into practice• Already ITIL Intermediate / Expert certified?

– Builds on the knowledge you have and provides practical guidance on ‘how to’

– Adds to the existing credits towards Expert– Minimal overlap with existing qualifications and provides good practices

from other methodologies and frameworks

Key Benefits of ITIL Practitioner Guidance

• Clear guidance on how to adopt a service management best practice approach– Organizational change management– Measurement and metrics for demonstrating success and value– Improved communication

• Provides confidence to adopt and adapt to meet organizational needs

Key Benefits of ITIL Practitioner Guidance

• Toolkit of key templates for adaptation including:– CSI Register– Assessment criteria– Workshop and meeting action plans– Further reading

• Encourages use of core materials as reference– Ensures adoption of the basis of fact, not memory

Business Benefits

• Individuals have the skills and capability to deliver improved service– Engaged and motivated staff with a commitment to service management

best practice• Appreciation of the importance of the business in delivery service

– Understanding business goals– Working holistically– Continual improvement

• Satisfied and happy customers – Reap the rewards of working as ONE organization

Thank you for attending Get in touch:

• Email enquiries@bestpracticetraining.com

• Tel. + 44 (0) 203 8000 1008

• @BestPractice_UK

• www.facebook.com/bestpracticetraining

• www.linkedin.com/company/best-practice-training