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Face to face / Virtual closed & onsite training. Restaurant lunch included at STL venues.
- 3 days Instructor-led workshop
Syllabus
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 you get
"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
Virtual 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 & Services
Training formats available
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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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