ITIL Practitioner

This accredited course provides a thorough understanding of the latest ITIL Practitioner Guidance on ‘how’ to start to adopt and adapt ITIL best practice. Most courses run over two days, hough we have a few which are three day.

ITIL Practitioner courses are now available in London, Birmingham, Leeds, Manchester and cities across the UK.

The course is designed to take you beyond your existing Foundation level understanding of the ITIL framework, and provides a toolkit and guidance to allow you to become a confident ITIL Practitioner. It will help delegates to develop their service management careers and enable them to apply ITIL more effectively.

Candidates will receive 3 credits for successfully passing the exam and these can be used towards ITIL Expert certification.

Target Audience:

•This course is aimed at all levels of IT service professionals beyond Foundation level
•The course will be of particular interest to those who need to “adopt and adapt” ITIL in their organisation.

Learning Objectives

By attending the ITIL Practitioner course, candidates should be able to apply and understand how to use ITIL guidance to deliver service improvement within their organisations.

Specifically delegates will be able to:
•Use IT Service Management concepts that are important drivers of continual service improvement
•Apply the ITSM guiding principles in a real-world context
•Apply the CSI approach to manage improvements in a given organizational context
•Use metrics and measurement to enable continual service improvement
•Communicate effectively to enable continual service improvement
•Apply organizational change management to support continual service improvement

Pre-Requisites

ITIL Foundation Certificate in IT Service Management (V3 or 2011)

• Course content

  Delivered by fully accredited trainers and industry leading experts with extensive experience of using ITIL, the course uses case studies and accelerated learning techniques to ensure that theory is embedded and you feel confident in the practical application of ITIL.

  Introduction

  Apply the concept of ‘Adopt and Adapt’ when using ITIL guidance in a given context.

  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

  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

  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

  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

  Exams & Certification

  The ITIL Practitioner examination takes place on the final afternoon of the course. You must bring photographic identification on the exam day (passport, driving license or student card).

  40 scenario-based, multi-choice questions, the majority of which will be based on the case studies document used during the course
  1 hour and 45 minutes
  You may use your official ITIL Practitioner Guidance manual only
  Candidates require a minimum of 28 marks (70%) to pass