✓ Fully Accredited ITIL® Course by Peoplecert
✓ Includes Course Materials, Exams & Certificates
✓ Expert Instructors with 5 star customer rating
✓ Exams taken in classroom, not online
✓ ReAct Government Funded Accepted
The ITIL® Practitioner Training Course was developed in collaboration with Practitioners worldwide to help organisations and individuals increase the value they obtain from using the ITIL® framework, by offering additional practical guidance to adopt and adapt the framework to support the business.
It can be the next step after ITIL® Foundation for professionals who have already learned the basics of IT Service Management (ITSM) and the business value of well-designed and delivered services. It is also equally applicable to those who have already taken Intermediate training and even those who have achieved ITIL® Expert level. It will help guide you through the practical side of successfully applying the theory in the workplace.
This highly practical course is designed to show students “how” to implement service improvements based around the ITIL® philosophy of ‘Adopt and Adapt’. It has a holistic syllabus and combines all 9 guiding principles of service improvement, the Service Improvement Approach, Communication, Metrics and Measurement, Communication, and Organisational Change Management with practical exercises and exam technique. The course acts as a full preparation for the ITIL® practitioner examination which is sat at the end of the 3 day event.
Service Management Concepts
- Adopt and Adapt
- VOCR – Value, outcomes, costs and risks
- Focus on value
- Design for experience
- Start where you are
- Work holistically
- Progress iteratively
- Observe directly
- Be transparent
- Keep it Simple
Service improvement Approach
- What is the vision?
- Where are we now?
- Where do we want to be?
- How do we get there?
- How do we know we’ve arrived?
- How do we keep the momentum going?
Organisational Change Management (OCM)
- What is OCM?
- Sources of resistance
- People transition
- Stakeholder management
- Sponsor management
- Resistance management
Metrics and Measurements
- CSFs and KPIs
- Metric cascades and hierarchies
- Metric categories
- Issues caused by poor communication
- Benefits of good communication
- Communication essentials
- Communication principles
- Communication types
The course leads up to the Axelos ITIL practitioner exam. Successfully passing (70%) the 1 hour 45 minute, open book examination, consisting of 40 case study based multiple-choice questions, leads to the ITIL practitioner certificate. This is worth 3 credits towards the ITIL expert award. This version of the course involves preparing and sitting the exam at the end of the class.
- Day 1 – 09:00am – 17:00pm
- Day 2 – 09:00am – 17:00pm
- Day 3 – 09:00am – 17:00pm – Practitioner exam taken at approximately 15:00pm.
The following will be included in this ITIL Practitioner training course:
- ITIL® Practitioner level Examination
- Pre-course learning material
- ITIL course materials
- Accredited ITIL® Instructor