This 2-day practical course is designed to show you how to adopt and adapt the ITIL service management framework so you can make beneficial change within your organisation. The qualification is worth three credits towards your ITIL Expert qualification and is available on our open public schedule, or can be held at your own premises.
ITIL Foundation certificate holders who wish to continue to improve their service management skills. ITIL Practitioner complements rather than replaces any existing ITIL service management qualifications.
Four key areas are covered which are crucial for success: Organizational change management, communication, measurement and metrics, all applied within the CSI approach. The course aims to:
The ITIL Practitioner course is a mixture of input and practical sessions, delivered by an AXELOS approved trainer with practical experience of ITIL service management.
Due to the intense nature of this course, delegates should plan to commit up to 2 hours in the evening during the course for study and review.
Our flexible approach to the management of the course means that delegates can attend the 2-day Practitioner event if they hold a Foundation certificate already or attend both the 3-day Foundation course followed directly by the Practitioner course in the same working week.
The examination is in a different format from any other ITIL examination. Candidates are allowed to use the official ITIL Practitioner Guide (developed by AXELOS) and the exam lasts for 1 hour 45 minutes. The examination is scenario based and consists of 40 questions and each question is worth 1 mark. The questions are multiple choice and candidates are expected to achieve a minimum of 70% (28 marks) to pass.
This 2-day course covers the ITIL Practitioner syllabus, including the following topics:
1. Understanding and using the nine guiding principles of service management in your real-world environment.
2. Using the continual service approach (CSI) to:
3. Appreciating that making an improvement is making a change and that the organisation has to be managed and motivated to take the change (the improvement) on board and embed it into normal practice.
Practical Work - The course provides and uses a 'toolkit' for delegates to use when considering and addressing improvements in any aspect of any area within any organisation.
Specially written scenarios and comprehensive sets of related tasks help provide a practical application of the method.
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