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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.

Who is the course designed for?

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.

What are the course objectives?

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:

  • Demonstrate and provide practical examples in how to adopt and adapt the ITIL framework within your organization.
  • How to improve your services, service provision and your own work and working environment.
  • The course structure follows the CSI approach in addressing guiding principles and key areas crucial to your initiatives.
  • Preparation for the ITIL Practitioner examination itself.
What is the course approach?

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.

What examination is taken on the ITIL Practitioner course?

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.

What does the ITIL Practitioner course cover?

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:

  • Identify where improvement could be needed
  • Gain sponsorship and stakeholder buy in to proposed improvements
  • Ensure improvements are actually delivered and maintained

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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The BRMI, ISO20000, Cloud Computing, SIAM, VeriSM and OBASHI courses on this page are offered by us as a Partner of IT Training Zone Ltd (ATO)
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