Achieving ITIL Practitioner Certification

Duration: 
2 days
Codes: 
ITIL,1198

Overview

Gain the foundational knowledge and skills for building an effective IT organisation that supports and complements ITIL best practices in this ITIL Practitioner training course. This two-day course will provide you with the foundational knowledge needed to pass the ITIL Practitioner certification exam, and three credits towards your ITIL Expert certification.

Audience

This ITIL Practitioner Certification exam course is valuable for professionals involved in all facets of IT service management. ITIL Practitioner is aimed at all IT service management professionals; an ITIL Practitioner demonstrates a commitment to both their personal and organisational development at any level. ITIL Foundation Certification is required to be eligible to take the ITIL Practitioner Exam.

Skills Gained

You Will Learn How To You Will Learn How To

  • Prepare for and pass the ITIL Practitioner certification exam
  • Utilise the nine Guiding Principles and the CSI approach to manage ITIL improvements
  • Enable improvements with metrics, measurements, and communication
  • Leverage organisational change management

Prerequisites

Important Course Information Important Course Information Requirements: Requirements:

  • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL Foundation Certification)

Must hold the ITIL Foundation Certificate (see Course 1197 Course 1197 , Achieving ITIL Foundation Certification) Recommended Experience: Recommended Experience:

  • Basic IT literacy and around two years of IT experience

Basic IT literacy and around two years of IT experience Course Preparation: Course Preparation:

  • Before your event, you will be sent the ITIL Practitioner Guidance and a Pre-Course Study Guide which will detail the required work that needs to be done before class attendance, including 15 hours of personal study.
  • It is strongly recommended that you complete all the pre-course reading to improve your chance of successfully passing the exam.
  • Failure to complete the pre-reading may not only harm your success of passing the exam, but you may also find difficulty in completing the assignments, taking part in class discussions, and following the course material.

Before your event, you will be sent the ITIL Practitioner Guidance ITIL Practitioner Guidance and a Pre-Course Study Guide which will detail the required work that needs to be done before class attendance, including 15 hours of personal study.

Failure to complete the pre-reading may not only harm your success of passing the exam, but you may also find difficulty in completing the assignments, taking part in class discussions, and following the course material. Exam Information: Exam Information:

  • The ITIL Practitioner exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing centre
  • Achieving the ITIL Practitioner certificate provides three credits toward your ITIL Expert certification
All-Inclusive

— ITIL Exam Success Package, After-Course Coaching, Exam Fee:

  • ITIL course attendees that would like to retake their ITIL exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

Course Outline

  • Introduction to ITIL Practitioner
  • A structured implementation approach
  • Key elements of ITIL Practitioner and how they work together
  • Tailoring ITIL for projects of varying size
  • Outlining the key principles
  • Guiding Principles and CSI Approach

Identifying key concepts

  • Applying the “Adopt and Adapt” approach when using ITIL guidance in a given context
  • Analysing the importance of each element of a service: value, customer, outcome, cost, risk

Applying the Guiding Principles

  • Focus on value
  • Design for experience
  • Start where you are
  • Work holistically
  • Progress iteratively
  • Observe directly
  • Be transparent
  • Collaborate
  • Keep it simple

Executing the CSI Approach

  • Recognising the main benefits of adopting the approach
  • Breaking down the CSI approach including the outputs
  • Applying CSI tools and techniques to a given context
  • Metrics and Measurement To Enable CSI

Defining and determining CSFs and KPIs

  • Taking a hierarchical approach: vision to measurement, balanced scorecard, organisational cascade
  • Analysing and balancing between key measurement categories
  • Improving the value of reporting

Building a Current State Assessment Plan

  • Determining goal, scope, and assessment criteria
  • Establishing required outputs and skills
  • Enabling CSI Through Effective Communication

Fostering Effective Communication

  • Recognising the value, importance, and benefits
  • Defining key communication principles: two-way process, constant communication, timing and frequency, no single best method, message is in the medium

Implementing Communication Tools and Techniques

  • Comparing and contrasting the different tools
  • Utilising to support improvement
  • Organisational Change Management To Support CSI

Defining Purpose, Value, and Challenges

  • Role and impact of OCM
  • OCM activities: sense of urgency, manage stakeholders and sponsors, analyse training needs, dealing with resistance to change, reinforcement to embed the change

Identifying Tools and Techniques to support improvement

  • Sponsor diagram
  • Stakeholder worksheet
  • Stakeholder map
  • RACI matrix
  • Putting ITIL Practitioner into Practice

Applying key concepts

  • CSI approach, metrics and measurements
  • Communication and OCM

Exam Preparation

  • Practising with test questions and mock papers
  • Further review of examination case study
  • Completing the necessary APMG paperwork

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
Onsite
Onsite2 1000 £1000 2019-01-16
London
London2 1000 £1000 2019-01-31
London
London2 1345 £1345 2019-02-07
London
London2 1000 £1000 2019-04-04