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ITIL PRACTITIONER

The Story

PHILIP HEARSUMITSM Portfolio Manager

The way ahead

for ITIL in 2015

In 2014 we listened

to what YOU had to say…

What we heard

ITIL has the highest

adoption rate of the related

frameworks used within IT

operations

Most CIOs and IT leaders

consider ITIL to be the de

facto best-practice guidance

for IT service management

Practical Guidance & Leverage

Good/Emerging Practices

What we heard from the community

What we heard

ITSM as a Profession

…and now we’re acting

New Qualification SchemeCurrent Qualification Scheme

New Qualification in 2015

Service Improvement (CSI)

Continual

Practical guidance

Based on

Improving individual

capabilities to…

Adopt and Adapt

Working with Practitioner Architects

Primary development of the new qualification is being done by the

Practitioner Architect Team or PAT, under the leadership of Kaimar

Karu, AXELOS’ Head of ITSM:

Kevin Behr (US)

Karen Ferris (AU)

Lou Hunnebeck (US)

Barclay Rae (UK)

Stuart Rance (UK)

Paul Wilkinson (NL)

PAT started by leveraging the current ITIL publications, with

particular emphasis on material in the five core lifecycle

publications as well as “Planning to Implement Service

Management”, and then building on it.

Leveraging experience, globally

BEST, GOOD, AND EMERGING PRACTICESThe PAT is also drawing on important concepts in other

frameworks, methods, bodies of knowledge and philosophies such

as Lean, Agile, DevOps, and others

WORLD-WIDE COLLABORATIONMaterial developed by the PAT is being reviewed by a wider global

team including both representatives of the examination institutes

and training organisations, and day-to-day practitioners

PRACTICAL VALUEThe team will produce the Guidance plus a Toolkit that can be used

during the training course, for the exam preparation, and for daily

work afterwards

Making a difference

THE CSI APPROACHUsing the CSI Approach as an organizing framework to lead a person

and/or team through practical adoption of ITIL/ITSM guidance.

Includes selected specific methods and techniques to use during

particular steps of the approach

GUIDING PRINCIPLESA set of broad principles that should be used to guide decisions and

actions when adopting ITIL/ITSM – typically as a person and/or

team moves through the steps of the CSI Approach

CRITICAL COMPETENCIESThree areas in which it is critical for a practitioner and/or

organization to have competencies in order for them to be

successful in adopting the ITIL/ITSM guidance: Communication,

Measurement & Metrics, and Organizational Change Management

Guiding Principles

Focus on value

Design for experience

Start where you are

Work holistically

Progress iteratively

Observe directly

Be transparent

Collaborate

Keep it simple

Complementary to Foundation

ITIL FOUNDATION

Provides a common language

of IT Service Management

(ITSM)

Demonstrates the role and

value of ITSM in an

organisation

Focuses on the end-to-end

service lifecycle

Answers the “what” and the

“why” of ITSM

Helps with the critical first

step on your ITSM journey

ITIL PRACTITIONER

Provides guidance that is

helpful for all roles in ITSM

Focuses on ITSM

improvements at any level

in an organisation

Addresses the key

challenges of adopting and

adapting ITIL

Answers the „how“ of ITSM

Supports realising the full

potential of ITIL to deliver

value

Key points

Targeted at people with knowledge of ITIL on Foundation level

Complementary and additive to the existing qualifications

3 credits towards ITIL Expert (same as Intermediate Lifecycle)

Draws on core library & „Planning to Implement Service

Management“

Helps to apply ITIL/ITSM principles more successfully and

quicker

Is fractal in nature, can be used at many different

organisational levels, and supports an iterative approach

And there’s more ...

CPD

Service Management Best Practice Academia

Thanks for listening

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