This document provides an overview of the ITIL Practitioner certification. It discusses key areas such as critical competencies, guiding principles, continual service improvement, metrics and measurement, communication, organizational change management, and understanding how people respond to change. The ITIL Practitioner certification validates skills in adopting and adapting ITIL best practices and counts as 3 credits in the ITIL certification scheme.

1. www.bejumper.com.mx
ITIL Practitioner
®ITIL is a registered trademark of AXELOS Limited

2. www.bejumper.com.mx
Introducción a ITIL Practitioner / Origin
ITIL Practitioner
Developed to improve the ability of individuals to adopt
and adapt ITIL in their organitations.
ITIL Foundations
General awareness of the key elements, concepts and
terminology used in the ITIL service lifecycle.
Confirms a good
understanding
ITIL concepts
Comprises key
skills for How to
Start Adopting
and Adapting
ITIL

3. www.bejumper.com.mx
Key areas of ITIL Practitioner
Critical Competencies.- Areas in which it is critical for practitioner and organization to
have and apply competences in order for them to be successful in adopting ITIL / ITSM
guidance:
1. Communication.
2. Measurement & Metrics.
3. Organizational Change Management
Introducción a ITIL Practitioner / General Characteristics

4. www.bejumper.com.mx
Service
Service provider
Customer
Value
Outcome
Cost
Risk
Practitioners must fully understand the next
key elements:
Introducción a ITIL Practitioner / Understanding Services

5. www.bejumper.com.mx
Guiding principles of ITIL Practitioner
These principles are applicable to any type of service provider model, whether internal,
External or shared services, and any type of service provider, whether IT or non-IT.
The basic principles are:
1. Focus on
value
2. Design for
experience
3. Progress
Iteratively
4. Observe
Directly
5. Collaborate
6. Start where
you are
7. Work
Holistically
8. Be
transparent
9. Keep it
simple
10. Applying
the guiding
principles

6. www.bejumper.com.mx
Continual Service Improvement (CSI)
CSI definition: Overarching technique that enables continual service improvement for any
service provider and at any organizacional level.
Characteristics of
the CSI approach:
Can be applied to improvements at
any level of the organization.
Supports an iterative way of
working, diving the work into
manageable pieces.
Can be used for any kind of
improvement at every stage of the
ITIL service lifecycle.

7. www.bejumper.com.mx
It is important to measure what is being done and what is being delivered, in order to
understand what is working well and what needs to be made.
Why do we measure?
Metrics and measurement / Objetives

8. www.bejumper.com.mx
Communication / and ITSM
For a success in IT service management (ITSM) communication is fundamental.
Processes and iniciatives need people to inspire and drive others to make them
happen. When there are gaps and potential issues good communication enables
this happen.
E.g. Sport teams need to be clear on
the proposed tactics, otherwise
team members will have different
approaches and the opposition will
exploit their weakness.

9. www.bejumper.com.mx
Organizational change management (OCM)
Definition: Approach for managing the effect of change on people, which could be because of new
business processes, change in organiaztional structure or cultural changes within an Enterprise.
OCM addresses the people side of change management.
Characteristics:
• Improvements require people to change the way the work
to change behaviour and sometimes to change the rol.
• Improvement initiatives are more likely to succeed when
people understad the purpose of the change, how it will
affect them and when they believe in the importance and
benefits of the change.
• OCM applies to IT and non IT changes.
• OCM cannot be trnasferred to an external supplier.

10. www.bejumper.com.mx
It is highly likely there will be resistance to the change so it is
important to plan to manage it.
Resistance management
Why people resist change?
Fear of the unknown, people move towards the future
when the believe or feel that risk of staying in the current
state is greater than the risk of moving forward.
OCM / Change Managment

11. www.bejumper.com.mx
All projects require a deliberate OCM component to
be successful, according to Prosci, a world leader in
organizational change management with excellent
OCM effectiveness are six time more likely to meet
or exceed project objetives.
OCM / Impact of Organization Change Management

12. www.bejumper.com.mx
Emotional responses to change
Happens when the reaction to change is
likely to be emotional rather than rational.
People respond different ways, for some
change may be seen as positive, others
may see it as having an adverse impact,
either on them personally or the
organization as a whole.
OCM / Understanding transition

13. www.bejumper.com.mx
The change curve
Model for understand how
people respond to change. Five
stage theory sought explain
how people respond to change.
Stages:
1. Denial.
2. Anger.
3. Bargaining.
4. Depression.
5. Acceptance.
OCM / Understanding transition

14. www.bejumper.com.mx
Credits
ITIL Practitioner certification will count as 3 credits in the ITIL certification scheme:
Introducción a ITIL Practitioner / General Characteristics
https://www.axelos.com/certifications/itil-certifications/itil-practitioner-level