ITIL® Practitioner Training Course Overview
ITIL® Practitioner follows on from ITIL® Foundation to provide a practical guide to adopting and adapting ITIL® training for use in business. The training course lasts for 2 days.
Our comprehensive course uses instructor-led training and practical exercises to familiarise you with the Continual Service Improvement (CSI) approach, the nine guiding principles, and the three key areas most important to a successful ITIL® implementation. Suitable for anyone holding the ITIL® Foundation certificate, ITIL® Practitioner allows candidates to take their ITIL® knowledge and transform it into practice.
This practical level of understanding makes ITIL® Practitioner particularly suitable with introducing ITIL® into the workplace.
- Service management concepts
- Guiding principles
- Service improvement approach
- Organizational change management
- Metrics and measurements
- Tips for passing the ITIL Practitioner exam
- Practice with a sample ITIL Practitioner exam
Who should attend this ITIL® Practitioner Training Course?
The course is intended for those looking for a practical understanding of the ITIL® methodology, including its main concepts and how to adopt and adapt them where needed.
ITIL® Practitioner Prerequisites
You must hold the ITIL® Foundation certificate to attend this course and be able to take the ITIL® Practitioner exam.
ITIL® Practitioner Training Course Outline
The training course covers the following topics:
1. Service Management Concepts
- Adopt and adapt
- VOCR: value, outcomes, costs, and risks
2. Guiding Principles
- Focus on value
- Design for experience
- Start where you are
- Work holistically
- Progress iteratively
- Observe directly
- Be transparent
- Keep it simple
3. 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?
4. Organizational Change Management (OCM)
- What is OCM?
- Sources of resistance
- People transition
- Stakeholder management
- Sponsor management
- Resistance management
5. 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
7. Tips for Success on the ITIL Practitioner Exam
8. Sample Exam
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
- Lectures 0
- Quizzes 0
- Duration 24 Hours
- Skill level All levels
- Language English
- Students 0
- Assessments Yes