ITIL v3 Practitioner Enabling Critical Competencies

Duration: 
3 days
Codes: 
ITIL
Versions: 
V3

Overview

COURSE OVERVIEW

This is not your typical ITIL course!

Specific ITIL processes are not discussed during the agenda. Instead, focus is given to teaching you the management and business skills needed to apply a “fit for purpose” approach for implementing ITIL concepts.

Other ITIL courses teach the “what” you have to know, and not the “how” to implement. It is important to understand that knowledge of ITIL good practices alone does not guarantee the success of IT Service Management (ITSM) initiatives. ITIL practices need to be “Adopted” and “Adapted” to the specific circumstances and requirements of the organization. But how is this done? How do you ensure that your ITSM approach will deliver real business value? And, how can changes and improvements be sustained over time with minimum risk and the highest likelihood of success? To answer these important questions, the course focuses on:

  • Continual Service Improvement (CSI), and what it really means to apply the CSI model
  • Organizational Change Management, and how to lead and manage the all-important people side of change
  • Communications, and how to develop effective awareness and communication plans so that all stakeholders benefit
  • Measurements & Metrics, and how to apply a true business perspective

In addition, this course introduces the Guiding Principles critical to embedding a CSI culture, specifically:

  • Focusing On Value – as determined by the customer
  • Designing For Experience – ensuring the customer and user experiences with IT services are positive
  • Starting From Where You Are – leveraging what you already have and resisting the temptation to “start from scratch”
  • Working Holistically – integrating hardware and software, data, processes, architectures, metrics, tools, people and partners
  • Progressing Iteratively – defining short-term wins and delivering the large, valuable outcomes through small, easier-to-manage activities
  • Observing Directly – basing decisions on accurate and relevant data by going to the source
  • Being Transparent – to avoid resistance to change and foster trust
  • Collaboration – getting the right people involved in the right ways
  • Keeping It Simple – by eliminating activities that do not add value

Participants will receive a toolkit that includes relevant references from existing ITSM and ITIL publications, worksheets, templates, case studies and scenarios, and recommended value-added reading.

Audience

WHO SHOULD ATTEND?

This is a management level course and we strongly recommend that you hold a managerial level position. This course is for those in an IT management role seeking to take the knowledge gained from ITIL courses, and adopt, adapt and apply it successfully. To gain the most from this course you are in one of the following roles:

  • Director, AVP, VP
  • Project Manager/Director
  • Operations or IT Infrastructure Manager
  • Quality Assurance
  • Business Relationship Manager
  • Process Owner
  • Change Agent
  • IT Department, Division or Group Manager
PREREQUISITES

ITIL Foundation Certificate In IT Service Management is a mandatory prerequisite and we encourage you to refresh your knowledge before the course

Prior to attending the course, we recommend you read ITIL's Continual Service Improvement (CSI) book, or take the ITIL Continual Service Improvement Intermediate Lifecycle Course, prior to attending this course

Exam

EXAM & CERTIFICATION

This course prepares participants for the examination leading to the ITIL Practitioner Certificate.

  • For the 2 hour 15-minute exam, an exam voucher will be provided for you to take the exam online, within a 30-day time period
  • The exam is open book and the “ITIL Practitioner Guidance” publication is allowed for reference during the exam
  • The exam consists of multiple choice questions based on a scenario. Sample exams/case scenarios will be used during the course for practice
  • A passing mark of 70% is required to achieve certification
  • On successful completion of the exam you will attain 3 ITIL credits towards the 22 credits needed for ITIL Expert certification

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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.

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