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ITIL®

Course type:
Classroom
Duration:

2 days

Delivery:
Classroom
Optional add-ons:
N/A
Feefo rating

ITIL® Practitioner classroom

2019 will see the launch of the highly-anticipated ITIL® 4. ITIL 4® retains all the best bits of V3, but with more emphasis on collaborative working, along with a holistic end-to-end view of product and service delivery.

The ITIL V3 exam is available until June 2020, but you are encouraged to transition to the new scheme as soon as you can.

Building on the knowledge gained at ITIL Foundation level (a pre-requisite), ITIL Practitioner gives individuals the ability to identify and deliver improvement initiatives in the workplace.

 

Course overview

About the course

Individuals learn the ‘what’ and ‘why’ with Foundation, but the two-day ITIL Practitioner classroom course will give you the ‘how' and will fully prepare you for the ITIL Practitioner examination.

ITIL Practitioner prepares individuals for a broad range of challenges faced within ITSM, equipping them with practical guidance, confidence and know-how to adopt and adapt the ITIL framework according to an organisation’s requirements.

What's covered?

Upon successful completion of the course candidates will be able to:

  • Use IT service management concepts that are important drivers of continual service improvement
  • Apply the ITSM guiding principles in a real world context
  • Apply the CSI approach to manage improvements in a given organisational context
  • Use metrics and measurement to enable continual service improvement
  • Communicate effectively to enable continual service improvement
  • Apply organisational change management to support continual service improvement

The critical competencies covered are organisational change management, communication, measurement and metrics.

Duration

Two days

Target audience

The course will benefit IT service management professionals who are ITIL Foundation-certified, who understand the global language of ITSM, and now want to learn how to adopt and adapt it in the workplace.

  • ITSM professionals
  • IT managers
  • CIO
  • Head/Director ITSM
  • Head of change management

Pre-requisites

In order to take the Practitioner examination, you must have already passed the ITIL Foundation exam. It is important to note that ITIL Practitioner is not a pre-requisite for intermediate levels.

Learning objectives

Benefits to individuals

  •  ITIL Practitioner gives individuals the practical skills required to drive service improvement initiatives (which are not covered at Foundation level)
  • Learn skills and techniques focused on improving organisational change management, communication and measurement and metrics
  • Learn how to leverage good practices from other philosophies, methodologies and frameworks outside of the ITIL core, such as DevOps, Lean and Agile

 

Benefits to organisations

  •  ITIL Practitioner provides employees with the skills to identify and deliver service improvements in line with business goals
  •  Staff will learn three critical competencies (organisational change management, communication, and measurement and metrics) and be equipped with a comprehensive toolkit to drive improvements on return to the office.
  •   ITIL Practitioner is a long-term investment in your team’s professional development

What's included?

Materials

This is an intensive two day course, providing all you need to get through the ITIL Practitioner examination first time:

  • All accompanying course material
  • The official manual
  • The cost of the ITIL Practitioner examination (The exam is taken on the last day of the course)

Please note: To assist your learning there is some pre-course reading and activities that must be completed prior to attending your course.  In addition whilst attending your course there will also be some examination preparation evening work .

Exam information

Exam format

The format of the exam for ITIL Practitioner is as follows:

  • Exam duration is 2 hours and 15 minutes
  • Scenario-based, multiple choice
  • Open book, i.e. the ITIL® Practitioner Guidance publication is allowed for reference during the examination.
  • Pass mark is 28 marks or higher out of 40 (70%)