ITIL® Practitioner Training Course

Key points about ITIL Practitioner

ITIL Practitioner covers the Continual Service Improvement (CSI) approach as the way to structure any improvement initiatives.

 

ITIL Practitioner also covers three key areas crucial for success of any improvement initiatives:

  1. Organizational Change Management
  2. Communication
  3. Measurement and Metrics.

 

The ITIL Practitioner guidance follows 9 Guiding Principles:

  1. Focus on value
  2. Design for experience
  3. Start where you are
  4. Work holistically
  5. Progress iteratively
  6. Observe directly
  7. Be transparent
  8. Collaborate
  9. Keep it simple

ITIL Practitioner Training Course

Certificate

ITIL Practitioner

Accreditor

AXELOS

Duration

2 days

Language

English

Course Delivery

Classroom, Virtual Classroom

Credits

3 in the ITIL Scheme

 

Course Description:

Our case study driven ITIL Practitioner course offers practical guidance for professionals on how to adopt and adapt ITIL for their organization. This course is the next logical step for individuals who have earned the ITIL Foundation Certificate and are familiar with the ‘what’ and ‘why’ of ITIL. ITIL Practitioner will focus on the ‘how’.

 

This immersive case study driven course is developed by practitioners for practitioners! During the 2-day course, individuals, teams, and organizations will learn to address the challenges faced by them due to IT Service Management (ITSM) improvement initiatives.

 

The course is packed with interactive assignments, tools, checklists, and guidance on how to make the improvement changes happen. You will learn to describe, explain, and distinguish among the various elements of being an ITIL Practitioner. Moreover, it helps you in practice solving, calculating, and applying the knowledge and techniques to a realistic scenario. The course also includes a toolkit and continuous learning track to give you an ongoing support throughout your improvement journey.

 

Audience:

This course is of interest for ITSM professionals. Whether working in customer service or involved in running projects, everyone should be able to identify, initiate, and successfully complete service improvement initiatives either small or large:

  • IT Management
  • IT Support Staff
  • IT Consultants
  • Business Managers
  • Business Process Owners
  • IT Developers
  • Service Providers
  • System Integrators

 

Learning Objectives:

Individuals certified at this level will have demonstrated the following:

  • Understand the ITSM  concepts that are important drivers of Continual Service Improvement (CSI)
  • Able to apply the ITSM guidance principles in a real-world context
  • Able to apply the CSI approach to manage improvements in a given organizational context
  • Connect and align ITIL with other frameworks, good practices, and methodologies, such as Lean, DevOps, Agile, and SIAM
  • Able to use measurements and metrics to enable continual improvement
  • Understand how to communicate effectively to enable CSI
  • Able to apply organizational change management to support continual improvement


Benefits of Taking This Course:

The benefits can be summarized in the following components:

  • Leverage your existing ITIL expertise: Improve your ability to adopt and adapt the ITIL Framework within your current role
  • Address business challenges: Better equipped ITSM teams to meet and overcome the complex business challenges you face in your professional life
  • Commit to making a difference: Show you are willing and capable to strive for continuous improvement

 

“ITIL is the overarching framework that brings together all the good practices in ITSM, globally. Traditionally, ITIL has focused on the ‘what’ and the ‘why’, leaving it to the practitioners to apply the guidance in their specific organizational context and find the best ways for the ‘how’ of adopt and adapt. As good practices appear, evolve, and grow, the need for more practical guidance on the ‘how’ has increased significantly.”

Kaimar Karu, Head of ITSM at AXELOS

 

Prerequisites:

ITIL Foundation Certification

 

Follow-on Courses:

  • ITIL Intermediates (Depending on your role, you can select the best fit among the 9 intermediate courses or can take multiple subjects to become an ITIL Expert)

 

Course Materials:

You will receive the following materials as part of this course:

  • The Official AXELOS ITIL Practitioner Manual
  • A course book (eBook) with reference materials, including the toolkit and an exam preparation guide
  • A continuous learning track (6 e-mails after the course to help you apply the learning into practice)

 

Examination:

 

Exam Format

Open-book format, candidates can bring the Official Guidance Publication for the exam

Questions

40 scenario-based Multiple Choice Questions

Passing Score

28 (70%)

Exam Duration

1 hour and 45 minutes

(15 minutes extra time for non-native English speakers)

 

Agenda

 

Day 1

Start

End

Duration

M1: Course Introduction

09:00

09:30

00:30

M2: The Journey

09:30

10:30

01:00

Break

10:30

10:45

00:15

M2: The Journey (cont.)

10:45

11:45

01:00

M3: Organizational Change Management (Lecture)

11:45

12:15

00:30

Lunch and Break Time

12:15

13:00

00:45

M4: The Desire

13:00

14:30

01:30

Break

14:30

14:45

00:15

M5: Communications (Lecture)

14:45

15:15

00:30

M6: Roadmap

15:15

16:15

01:00

Break

16:15

16:30

00:15

M6: Roadmap (cont.)

16:30

17:30

01:00

 

Day 2

Start

End

Duration

M7: Metrics and Measurements (Lecture)

09:00

09:30

00:30

M8: Check, Control, Redirect

09:30

10:30

01:00

Break

10:30

10:45

00:15

M8: Check, Control, Redirect

10:45

11:15

00:30

M9: Stay Tuned

11:15

12:15

01:00

Lunch and Break Time

12:15

13:00

00:45

M9: Stay Tuned

13:00

13:30

00:30

M10: Guiding Principles (Lecture)

13:30

14:00

00:30

Break

14:00

14:15

00:15

M11: Exam Prep

14:15

15:15

01:00

Break

15:15

15:30

00:15

Exam

15:30

17:15

01:45

 

Course Outline:

 

Module 1: Course Introduction

  • Course Agenda
  • Course Learning Objectives
  • Scenario Based Learning
  • Style of the Course
  • Case Study
  • Assignments
  • CSI Approach
  • Course Book Structure
  • Certification

 

Module 2: The Journey

  • Scenario
  • The CSI Approach: What is the vision?
  • The CSI Approach: Where are we now?
  • The assignment
  • Sources and Inputs
  • Debrief

 

Module 3: Organizational Change Management (OCM) (Lecture)

  • Purpose and Approaches
  • Essentials for Successful Improvement
  • Key Activities for Successful Change
  • Continual Improvement of OCM

 

Module 4: The Desire

  • Vision to Measurement Trail
  • The CSI Approach: Where do we want to be?
  • Scenario
  • The assignment
  • Sources and Inputs
  • Debrief

 

Module 5: Communications (Lecture)

  • Effective Communication
  • Communication Principles
  • Communication Techniques
  • Types of Communication

 

Module 6: The Roadmap

  • Framework Method Mix
  • The CSI Approach: How do we get there?
  • Scenario
  • The assignment
  • Sources and Inputs
  • Debrief

 

Module 7: Metrics and Measurements (Lecture)

  • Purpose of Measurement
  • Critical Success Factors and Key Performance Indicators
  • Metric Cascades and Hierarchies
  • Metric Categories
  • Assessments
  • Reporting
  • Continual Improvement of Measurements and Metrics

 

Module 8: Check, Control, and Redirect

  • Iterations
  • Benefit Realization
  • The CSI Approach: Did we get there?
  • Scenario
  • The assignment
  • Sources and Inputs
  • Debrief

 

Module 9: Stay Tuned

  • Resistance and Reinforcement
  • The CSI Approach: How do we keep the momentum going?
  • Scenario
  • The assignment
  • Sources and Inputs
  • Debrief

 

Module 10: Guiding Principles

  • The Guiding Principles
  • Applying the Guiding Principles

 

Module 11: Exam Preparation

  • Tips for Exam
  • Mock Exam Scenario
  • Mock Exam Questions
  • Mock Exam Answers

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0800 246 1 468

E-mail:

enquiries@zindiak.co.uk

 

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Zindiak Limited

83 Ducie Street

Manchester
M1 2JQ

 

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