Project Management and Processes

Process Management

TI162

ITIL® 2011 : Practitioner

Duration 2 days
Regular fee 1 995 $
Preferential fee 1 995 $ ?
Locations
- Quebec City
- Montreal
New course

Objectives

This course provides opportunity to increase knowledge on ITIL® , the IT Service Management framework and master the application of its concepts in organizational contexts. Learners can obtain their ITIL® Practitioner certification.

Targeted audience

Personnel affected and involved in the implementation and adoption of service management good practices.

Prerequisite

ITIL® Foundation with certification (course TI111).

Content

Review of the dynamics in IT Service Management concepts implementation and adoption
Reminder on ITIL® and IT Service Management
Guiding principles
The CSI (continual service improvement) approach
Measures and metrics
Communication
Organizational change management
Mandatory official reference publication (ITIL® Practitioner Guidance)
ITIL® Practitioner certification exam preparation
Writing the ITIL® Practitioner exam