itil practitioner: itil make it better
TRANSCRIPT
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: [email protected]
Richard WebberTraining Manager and ITIL Expert
Email: [email protected]
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
n AX
ELOS
ITIL
® m
ater
ial.
Repr
oduc
ed u
nder
lice
nce
from
AXE
LOS
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 [email protected]
• Tel. + 44 (0) 203 8000 1008
• @BestPractice_UK
• www.facebook.com/bestpracticetraining
• www.linkedin.com/company/best-practice-training
