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.
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.
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
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
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.
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
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
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.