ITIL® Practitioner

Days 3    Code ITILP   Fee £990

ITIL® Practitioner 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.

Course Details

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.

The key points of the ITIL® Practitioner course are:

  • Providing practical guidance on how individuals can leverage Continual Service Improvement (CSI) to maximize the benefits of adoption and adaption of ITIL.

  • Aiming to improve the capability of individuals throughout the business, to adopt and adapt ITIL® in their day-to-day roles to generate maximum business benefits.

  • Making use of technological capabilities, such as automation, real-time reporting and Cloud computing, to increase the quality of service design and the efficiency of service delivery.

  • Leveraging other frameworks and good practices and methodologies – such as Lean, DevOps, Agile and SIAM – to further enhance the value of ITSM.

Audience Profile

The qualification aims to demonstrate that IT Service Management (ITSM) professionals are equipped with the skills to apply ITIL® concepts in their organisation, ensuring maximum business value by delivering fit-for-purpose and fit-for-use services. 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.

Prerequisites

Before attending an ITIL® Practitioner Certificate training course you must previously have gained an ITIL® Foundation certificate (v2, v3 or v2011).

The ITIL® Practitioner syllabus will require delegates to have passed their ITIL® Foundation exam and be familiar with the principles of ITSM and the organization-wide common language of ITIL®. These learnings will be put in context to answer the ‘how’ of successful improvement initiatives with ITIL® Practitioner, which is the next step after Foundation, not a substitution.

Course Outline

The course syllabus consists of 6 key units, with each unit gradually increasing your knowledge and understanding of the required outcomes for the ITIL® Practitioner qualification and its benefits.

  • Service Management concepts and the important drivers of continual service improvement.
    • Apply the concept of “Adopt and Adapt” when using ITIL guidance in a given context.
    • Analyse the importance of each element of the definition of a service when planning and implementing service improvements.
  • Ability to understand and apply the ITSM guiding principles in a real-world context, when planning and implementing service improvements.
    • Apply the ITSM guiding principles in a given context when planning and implementing service improvements.
  • Be able to apply the CSI approach to manage improvements in a given organisational context.
  • 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.
  • 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).
  • Be able to use metrics and measurement to enable continual service improvement.

    • Define critical success factors (CSFs) using a relevant hierarchical approach.
    • Determine key performance indicators (KPIs) to underpin a critical success factor.
    • Define a current state assessment plan in a given context.
    • Design a report in a given context.
    • Apply knowledge of metrics and measurement when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles.
  • How to communicate effectively to enable continual service improvement.
    • Explain the nature, value, importance and benefits of good communication.
    • Explain communication principles.
    • Explain the purpose and value of communication tools and techniques.
    • Use relevant communication tools and techniques to support improvement in a given context.
    • Apply knowledge of communications when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles.
  • Be able to apply organisational change management to support continual service improvement.
    • Explain the role and impact of OCM in successful improvement.
    • Describe the purpose and value of OCM activities.
    • Use relevant OCM tools and techniques to support improvement in a given context.
    • Apply knowledge of OCM when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles.

Exam Information

The ITIL® Practitioner Certificate exam lasts 1 hour and 45 minutes and is ‘open book’.

The exam is a scenario-based multiple choice exam that tests the candidate’s ability to apply the knowledge and the tools in the best possible way.

NOTE: The exam is taken on the afternoon of the 3rd day of the course.

The exam is based on various elements of ITIL®, with a strong focus on Continual Service Improvement (CSI), a fundamental lifecycle stage in ITIL®; as well as additional guidance covering the practical elements in more detail.

The exam targets Bloom’s taxonomy levels 3 – 5.

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