ITIL Practitioner Fast Track

2 days


This two day course, designed by industry leading service management experts, and provides you with a thorough understanding of the latest ITIL Practitioner Guidance on 'how' to start to adopt and adapt ITIL best practice successfully in your organisation. This focused course is not designed to be a simple stepping stone from Foundation to the Intermediates. Its aim is to go well beyond the 'what and the why', providing advanced learning for SM professionals, so that they can be more effective in their roles.

Course Outline

  • Module - Introduction
  • Apply the concept of “Adopt and Adapt” when using ITIL guidance in a given context.
  • Module - ITSM Guiding Principles
  • Apply the ITSM guiding principles in a given context when planning and implementing service improvements.
  • a) Focus on value
  • b) Design for experience
  • c) Start where you are
  • d) Work holistically
  • e) Progress iteratively
  • f) Observe directly
  • g) Be transparent
  • h) Collaborate
  • i) Keep it simple
  • Module - CSI Approach and measuring improvement
  • 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:
  • a. Orientation Worksheet
  • b. Benefits Realization Review Template
  • c. CSI registers
  • 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, OCM)
  • Define critical success factors (CSFs) using a relevant hierarchical approach
  • a) ITIL Vision to measurement
  • b) Balanced scorecard
  • c) Organizational cascade
  • Determine key performance indicators (KPIs) to underpin a critical success factor
  • Analyze CSFs and KPIs in a given context to ensure that they are balanced between the four categories
  • a) Technology, process, service
  • b) Progress compliance, effectiveness, efficiency
  • c) Leading, trailing
  • d) Inside-out, outside-in
  • Define a current state assessment plan in a given context
  • a) Goal
  • b) Scope
  • c) Assessment criteria
  • d) Required outputs
  • e) Available resources and skills
  • Module - Communication
  • Explain the nature, value, importance and benefits of good communication
  • Understand communication principles
  • a) Communication is a two way process
  • b) We're communicating all the time
  • c) Timing and frequency matter
  • d) There is no single correct method
  • e) The message is in the medium
  • Use relevant communication tools and techniques to support improvement in a given context
  • a) Stakeholder communication plan
  • b) Business case
  • Module - Organisational Change Management (OCM)
  • Explain the role and impact of OCM in successful improvement
  • Understand the purpose and value of OCM activities
  • a) Create a sense of urgency
  • b) Manage stakeholders
  • c) Manage sponsors
  • d) Analyze training needs
  • e) Manage resistance to change
  • f) Use reinforcement to embed the change
  • Use relevant OCM tools and techniques to support improvement in a given context
  • a) Sponsor diagram
  • b) Stakeholder worksheet
  • c) Stakeholder map
  • d) RACI matrix
  • Apply knowledge of OCM when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles

Related Courses


Thinking about Onsite?

If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.

Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.

ITILv3, RESILIA, PRINCE2, PRINCE2 Agile, AgileSHIFT, MSP, M_o_R, P3M3, P3O, MoP, MoV courses on this page are offered by QA Affiliate of AXELOS Limited. ITIL, RESILIA, PRINCE2, PRINCE2 Agile, AgileSHIFT, MSP, M_o_R, P3M3, P3O,MoP, MoV are registered trademarks of AXELOS Limited. All rights reserved.

Upcoming Dates

  • GREEN This class is Guaranteed To Run.
  • SPVC - Self-Paced Virtual Class.
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Course Location Days Cost Date
London London2 510 £510 2019-12-19
London London2 510 £510 2019-12-19
London London2 510 £510 2020-02-25
London London2 510 £510 2020-02-25