ITIL Practitioner

Duration: 
2 days
Codes: 
ITIL

Overview

This three-day intensive course, designed by industry leading service management experts, is fully accredited by the BCS 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.

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

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.

Upcoming Dates

  • GREEN This class is Guaranteed To Run.
  • SPVC - Self-Paced Virtual Class.
  • Click a Date to Enroll.
Course Location Days Cost Date
Berkshire
Wokingham3 3298 £3298 2019-08-12
London
London2 3298 £3298 2019-08-14
Merseyside
Liverpool2 3298 £3298 2019-08-14
Dublin
Dublin2 3298 £3298 2019-08-21
Dublin
Dublin2 3298 £3298 2019-08-21
Hampshire
Portsmouth2 3298 £3298 2019-08-27
Inverness
Inverness2 3298 £3298 2019-08-27
Leicestershire
Hinckley2 3298 £3298 2019-08-27
Dorset
Poole2 3298 £3298 2019-08-27
Dorset
Bournemouth2 3298 £3298 2019-08-27
Cumbria
Carlisle2 3298 £3298 2019-08-27
Staffordshire
Stoke on Trent2 3298 £3298 2019-08-27
Middlesbrough
Teeside2 3298 £3298 2019-08-27
Hertfordshire
Watford2 3298 £3298 2019-08-27
London
London2 3298 £3298 2019-08-27
Warwickshire
Warwick2 3298 £3298 2019-08-27
Somerset
Bath2 3298 £3298 2019-08-27
Kent
Canterbury2 3298 £3298 2019-08-27
Midlands
Wolverhampton2 3298 £3298 2019-08-27
Dorset
Poole2 3298 £3298 2019-08-27
Middlesbrough
Teesside2 3298 £3298 2019-08-27
West Sussex
Chichester2 3298 £3298 2019-08-27
Hertfordshire
Watford2 3298 £3298 2019-08-27
Leicestershire
Leicester2 3298 £3298 2019-08-27
London
Gatwick2 3298 £3298 2019-08-27
Cheshire
Chester2 3298 £3298 2019-08-27
London
Heathrow2 3298 £3298 2019-08-27
Derbyshire
Burton upon Trent2 3298 £3298 2019-08-27
Manchester
Bolton2 3298 £3298 2019-08-27
Clwyd
Wrexham2 3298 £3298 2019-08-27
Kent
Tonbridge2 3298 £3298 2019-08-27
Cheshire
Crewe2 3298 £3298 2019-08-27
Midlands
Solihull2 3298 £3298 2019-08-27
Berkshire
Swindon2 3298 £3298 2019-08-27
Northamptonshire
Corby2 3298 £3298 2019-08-27
Essex
Chelmsford2 3298 £3298 2019-08-27
Midlands
Coventry2 3298 £3298 2019-08-27
Cheshire
Crewe2 3298 £3298 2019-08-27
Berkshire
Bracknell2 3298 £3298 2019-08-27
Dorset
Bournemouth2 3298 £3298 2019-08-27
Berkshire
Swindon2 3298 £3298 2019-08-27
Essex
Colchester2 3298 £3298 2019-08-27
Midlands
Northampton2 3298 £3298 2019-08-27
Northamptonshire
Corby2 3298 £3298 2019-08-27
Lancashire
Chorley2 3298 £3298 2019-08-27
Glamorgan
Swansea2 3298 £3298 2019-08-27
Essex
Chelmsford2 3298 £3298 2019-08-27
Virtual
Virtual2 3298 £3298 2019-08-28
Virtual
Virtual2 3298 £3298 2019-08-28
Midlands
Birmingham2 3298 £3298 2019-08-28
Buckinghamshire
Milton Keynes2 3298 £3298 2019-09-04
Yorkshire
Sheffield2 3298 £3298 2019-09-04
Buckinghamshire
Milton Keynes2 3298 £3298 2019-09-04
London
London2 3298 £3298 2019-09-11
Berkshire
Wokingham3 3298 £3298 2019-09-16
Virtual
Virtual2 3298 £3298 2019-09-25
Midlands
Birmingham2 3298 £3298 2019-09-25
London
London2 3298 £3298 2019-09-25
Berkshire
Reading2 3298 £3298 2019-09-25
Berkshire
Reading2 3298 £3298 2019-09-25
Bristol
Bristol3 3298 £3298 2019-09-25
Midlands
Birmingham2 3298 £3298 2019-09-25
Cambridgeshire
Cambridge2 3298 £3298 2019-10-02
Tyne and Wear
Newcastle2 3298 £3298 2019-10-09
London
London2 3298 £3298 2019-10-09
London
London2 3298 £3298 2019-10-09
Glamorgan
Cardiff2 3298 £3298 2019-10-16
Midlands
Birmingham2 3298 £3298 2019-10-16
Bristol
Bristol2 3298 £3298 2019-10-16
London
London3 3298 £3298 2019-10-21
Yorkshire
Leeds3 3298 £3298 2019-10-21
Aberdeenshire
Aberdeen2 3298 £3298 2019-10-23
Aberdeenshire
Aberdeen2 3298 £3298 2019-10-23
Northern Ireland
Belfast2 3298 £3298 2019-10-30
London
London2 3298 £3298 2019-10-30
Midlands
Birmingham2 3298 £3298 2019-11-06
London
London2 3298 £3298 2019-11-06
Hampshire
Southampton2 3298 £3298 2019-11-06
Manchester
Manchester2 3298 £3298 2019-11-13
Sussex
Brighton2 3298 £3298 2019-11-13
Manchester
Manchester2 3298 £3298 2019-11-13
Edinburgh
Edinburgh2 3298 £3298 2019-11-20
Merseyside
Liverpool2 3298 £3298 2019-11-20
Virtual
Virtual2 3298 £3298 2019-11-20
Edinburgh
Edinburgh2 3298 £3298 2019-11-20
Kent
Maidstone2 3298 £3298 2019-11-27
Nottinghamshire
Nottingham2 3298 £3298 2019-11-27
Midlands
Birmingham3 3298 £3298 2019-11-29
London
London2 3298 £3298 2019-12-04
Midlands
Birmingham2 3298 £3298 2019-12-04
Yorkshire
Leeds2 3298 £3298 2019-12-04
London
London2 3298 £3298 2019-12-11
Buckinghamshire
Milton Keynes2 3298 £3298 2019-12-11
Bristol
Bristol2 3298 £3298 2019-12-11
London
London2 3298 £3298 2019-12-18
Manchester
Manchester2 3298 £3298 2019-12-18
Berkshire
Reading2 3298 £3298 2019-12-18
Virtual
Virtual2 3298 £3298 2019-12-18
Glasgow
Glasgow2 3298 £3298 2019-12-18
Yorkshire
Leeds3 3298 £3298 2020-01-06