Osnova kurzu sa skládá zo 6 na seba nadväzujúcich kľúčových aktivít, přičom každý modul postupne zvyšuje praktické schopnosti s cieľom osvojiť si ITIL Framework a ITSM princípy v praxi.

#1. Service
Management

Service Management concepts and the important drivers of continual service improvement.
  • Apply the concept of “Adopt and Adapt” when using ITIL guidance in a given context.
  • Analyse the importance of each element of the definition of a service when planning and implementing service improvements. 

#2. ITSM
in a real-world

Ability to understand and apply the ITSM guiding principles in a real-world context, when planning and implementing service improvements.
  • Apply the ITSM guiding principles in a given context when planning and implementing service improvements.

#3. CSI
Approach

Be able to apply the CSI approach to manage improvements in a given organisational context.
  • Describe the purpose and main outputs of each step of the CSI Approach.
  • Use the CSI Approach tools and techniques successfully in a given specific context.
  • Apply the CSI approach to a given context, including a holistic view of the guiding principles and how the three critical competencies contribute to an improvement (Communication, Metrics & Measurement.

#4. Metrics
& Measurement

Be able to use metrics and measurement to enable continual service improvement.
  • Design a report in a given context.
  • Define critical success factors (CSFs) using a relevant hierarchical approach. Determine key performance indicators (KPIs) to underpin a critical success factor. Define a current state assessment plan in a given context.
  • Apply knowledge of metrics and measurement when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles.

#5. Communication

How to communicate effectively to enable continual service improvement.
  • Explain communication principles.
  • Explain the purpose and value of communication tools and techniques.
  • Explain the nature, value, importance and benefits of good communication.
  • Use relevant communication tools and techniques to support improvement in a given context.
  • Apply knowledge of communications when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles.

#6. Change
Management

Be able to apply organisational change management to support continual service improvement. 
  • Describe the purpose and value of OCM activities.
  • Explain the role and impact of OCM in successful improvement.
  • Use relevant OCM tools and techniques to support improvement in a given context.
  • Apply knowledge of OCM when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles.

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