ITIL Practitioner training is accredited by the PeopleCert and provides in-depth knowledge regarding latest ITIL Practitioner guidance on how to start to adopt or adapt ITIL best practice successfully in your organisation to achieve desired goals.
This course will help delegates to learn how to implement and improve the service management practices within the organisation. This ITIL V3 Course requires delegates to consider various aspects of improvement approaches.
Learn how to start to adopt ITIL best practice in you organisation successfully
Enhance service management practices within the organisation
Get clear picture of subject with the help of case studies included in the training
Identify the techniques to implement the concepts learned in ITIL Foundation
Our help and support team is available 24/7 to handle your queries
Individuals having ITIL Foundation certificate can attend ITIL Practitioner
The course is designed for the individuals who are holding ITIL Foundation qualification certificate or above. ITIL experts and ITIL intermediate qualified can also choose the course.
Delegates will be able to use IT service management concepts for continual service improvement.
Participants can apply organisational change management for supporting continual service improvement.
Candidates will be able to improve service by effective communication.
One can apply CSI approach for managing improvements in a given organisational context.
Learn to use various measurement techniques for continual service management.
Those who want to attend this course, must have attended ITIL Foundation course. Candidates must possess one of the following documents:
ITIL v3 or 2011 Foundation
ITIL v2 Foundation and v2/v3 Foundation Bridge.
Acceptable forms of prerequisite confirmation are:
A copy of the candidate's examination certificate
Confirmed entry in the AXELOS Successful Candidate Register. Candidate will be required to provide the full SCR number (registration/candidate number located on the certificate).
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
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
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
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.
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