Face to face / Online closed & onsite training. Restaurant lunch included at STL venues.

3 days Instructor-led workshop

This highly practical course is designed to show students 'how' to implement service improvements based around ITIL's 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.

Who is this course for?

The course is aimed at: -

Those engaged in IT development, IT operations and IT service management.
Individuals wishing to have detailed understanding of the principles of service improvement.

Objectives

After completing the course, students are familiar with the following aspects of ITIL :

Understand how to define services in terms of value, cost, outcomes and risk
Using the guiding principles of service improvement
Anchoring programmes to the service improvement approach
Appreciate and act on organizational change principles
Be able to define and report using meaningful metrics
Plan effective communications for improvement
Be ready to sit the ITIL practitioner examination

Prerequisites

ITIL foundation V3 equivalent, V3 or 2011 is a mandatory requirement

Benefits

ITIL Practitioner covers the Continual Service Improvement (CSI) approach as the way to structure any improvement initiatives and follows 9 Guiding Principles, while also covering three key areas crucial for success of any improvement initiatives:

Organizational Change Management
Communication
Measurement and Metrics.

Course Syllabus

Service Management Concepts

Adopt and Adapt
VOCR - Value, outcomes, costs and risks

Guiding Principles

Focus on value
Design for experience
Start where you are
Work holistically
Progress iteratively
Observe directly
Be transparent
Collaborate
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
Reinforcement

Metrics and Measurements

CSFs and KPIs
Metric cascades and hierarchies
Metric categories
Assessment
Reporting

Communication

Issues caused by poor communication
Benefits of good communication
Communication essentials
Communication principles
Communication types

"What do I get on the day?"

Arguably, the most experienced and highest motivated trainers.

Face-to-face training

Training is held in our modern, comfortable, air-conditioned suites.

Lunch, breaks and timing

A hot lunch is provided at local restaurants near our venues:

Bloomsbury
Limehouse

Courses start at 9:30am.

Please aim to be with us for 9:15am.

Browse the sample menus and view joining information (how to get to our venues).

Refreshments

Available throughout the day:

Hot beverages
Clean, filtered water
Biscuits

Online training

Regular breaks throughout the day.

Learning tools

In-course handbook

Contains unit objectives, exercises and space to write notes

24 months access to trainers

Your questions answered on our support forum.

Training Formats & Services

Training formats available

On-site at your company office UK wide
Closed group at one of our London training venues
Near-site at a location close to you
Bespoke one-to-one basis
Tailored training courses to your requirements
Executive coaching & mentoring

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.

Exams can be organised after training by attendance at authorised testing centre, or proctored online.

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ITIL Practitioner

Syllabus