Gain the foundational knowledge and skills for building an efficient IT organization 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.
You Will Learn How To
The qualification aims to demonstrate that IT Service Management (ITSM) professionals are equipped with essential skills to apply ITIL® concepts in their organization. At the same time, it’s designed to give confidence to managers that the members of their team are ready to initiate and successfully carry out required improvement initiatives.
The new ITIL Practitioner qualification and the accompanying guidance is a response to practitioners’ requests for additional, practical elements to complement the existing ITIL guidance.
While the ITIL Foundation qualification confirms a good understanding of what service management is and introduces all the relevant ITIL concepts and the language, the ‘how’ is addressed only very briefly. ITIL Practitioner comprises key skills for how to start adopting and adapting ITIL within the organization.
Important Course Information
Requirements
Must hold the ITIL Foundation Certificate
Recommended Experience
Basic IT literacy and around two years of IT experience
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.
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 online or at our testing center.
Achieving the ITIL Practitioner certificate provides three credits toward your ITIL Expert certification
COURSE OUTLINE
- 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
- 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
Module 2: Guiding Principles and CSI Approach
Identifying key concepts
- Applying the “Adopt and Adapt” approach when using ITIL guidance in a given context
- Analyzing 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
- Recognizing the main benefits of adopting the approach
- Breaking down the CSI approach including the outputs
- Applying CSI tools and techniques to a given context
Module 3: Defining and determining CSFs and KPIs
Defining and determining CSFs and KPIs
- Taking a hierarchical approach: vision to measurement, balanced scorecard, organizational cascade
- Analyzing and balancing between the main measurement categories
- Improving the value of reporting
Building a Current State Assessment Plan
- Determining goal, scope, and assessment criteria
- Establishing required outputs and skills
Module 4: Enabling CSI Through Effective Communication
Fostering Effective Communication
- Recognizing the value, importance, and benefits
- Defining fundamental 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
- Utilizing to support improvement
Module 5: Organizational Change Management To Support CSI
Defining Purpose, Value, and Challenges
- Role and impact of OCM
- OCM activities: sense of urgency, manage stakeholders and sponsors, analyze 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
Module 6: Putting ITIL Practitioner into Practice
Applying key concepts
- CSI approach, metrics, and measurements
- Communication and OCM
Exam Preparation
- Practicing with test questions and mock papers
- Further review of examination case study
- Completing the necessary APMG paperwork
