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ITIL® Practitioner - Course 02: ITSM & Continual Improvement

Course Overview

In this course, you will learn about selecting a management system, systems thinking, the 4Ps, communication & management systems, organizational capabilities, adopting, adapting & realizing, outside-in vs inside-out thinking, defining a service, metrics & measurement, and improvement, the practitioner & CSI.

Course Video Duration: 2hr 21m

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Topic A: Learning Objectives

Topic B: Selecting a Management System

Topic C: Systems Thinking

Topic D: The 4Ps

Topic E: Communication & Management Systems

Topic F: Organizational Capabilities

Topic G: Adopt, Adapt & Realize

Topic H: Outside-in vs Inside-out Thinking

Topic I: Defining a Service

Topic J: Metrics & Measurement

Topic K: Improvement, the Practitioner & CSI

Topic L: Driving IT Service Management Summary

Topic M: Checkpoint

Training Review Quiz

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Course Review Quiz

Workbook with Review Quiz Answer Key

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Course Workbook

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