The latest in the ITIL Best Practice Framework

1. AU S T R A L I A
@karen_ferris
Karen Ferris
Director
Macanta Consul6ng
ITIL® Practitioner
The Latest Evolution in the
ITIL Best Practice Framework

2. AU S T R A L I A
@karen_ferris
ITIL MASTER
ITIL EXPERT
ITIL INTERMEDIATES
Lifecycle
Modules
MALC
Lifecycle
Modules
Capability
Modules
ITIL FOUNDATION

3. AU S T R A L I A
@karen_ferris
More focus
on adopt
and adapt
We need
guidance
on the
‘how to”
Make it
relevant to
solving
business
problems

4. AU S T R A L I A
@karen_ferris
ITIL Practitioner Team (PAT)
¤ Kevin Behr (USA)
¤ Karen Ferris (AU)
¤ Lou Hunnebeck (US)
¤ Barclay Rae (UK)
¤ Stuart Rance (UK)
¤ Paul Wilkinson (NL)

5. AU S T R A L I A
@karen_ferris

6. AU S T R A L I A
@karen_ferris
ITIL MASTER
ITIL EXPERT
ITIL INTERMEDIATES
Lifecycle
Modules
Lifecycle
Modules
Capability
Modules
ITIL FOUNDATION
ITIL
Practitioner
MALC

7. AU S T R A L I A
@karen_ferris
ITIL Practitioner
Continual Service Improvement
Organisational
Change
Management
Measurement
and Metrics
Communication

8. AU S T R A L I A
@karen_ferris
Organisational Change Management¤ A clear and shared vision
¤ Strong and commiJed leadership
¤ Empowerment and teamwork
¤ Willingness to par6cipate
¤ Right skills and relevant knowledge
¤ A sustainable approach to improvement

9. AU S T R A L I A
@karen_ferris
Measurement and Metrics¤ Supports valida6ng decisions and assump6ons
¤ Sets a clear direc6on for improvements
¤ Jus6fies what we do and why we do it
¤ Provides the means of healthy interven6on
¤ U6lises balanced, meaningful KPIs
¤ Links vision, objec6ves, goals, CSFs and KPIs

10. AU S T R A L I A
@karen_ferris
Communication¤ Communica6on is a 2-way process
¤ We are all communica6ng all the 6me
¤ There is no single way of communica6ng
¤ Timing and frequency maJer
¤ The message is in the medium

11. AU S T R A L I A
@karen_ferris
Continual Improvement¤ Understanding the context
¤ Assessing the current state
¤ Describing the desired state
¤ Planning and execu6ng
¤ Confirming value delivery
¤ Ensuring con6nuity

12. AU S T R A L I A
@karen_ferris

13. AU S T R A L I A
@karen_ferris

14. AU S T R A L I A
@karen_ferris

15. AU S T R A L I A
@karen_ferris

16. AU S T R A L I A
@karen_ferris

17. AU S T R A L I A
@karen_ferris
CERTIFICATION
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SYLLABUS
hJps://www.axelos.com/Corporate/media/Files/Syllabi/The-ITIL-Prac66oner-Cer6ficate-
Syllabus.pdf
CREDIT SYSTEM
hJps://www.axelos.com/cer6fica6ons/i6l-cer6fica6ons/i6l-credit-system
Further Information

18. AU S T R A L I A
@karen_ferris
MALC
Lifecycle
Modules
Capability
Modules
Karen.Ferris@macanta.com.au
@karen_ferris
www.macanta.com.au
www.macantatraining.com
www.karenferris.com
+61 (0)425 728 498
Contact Details