As this is a “Practitioner” course, the focus is on acquiring skills. For that purpose, this course introduces the concept of scenario-based learning with a multimedia case study and modular exercises. It combines lectures, discussions and practical experience to prepare participants for the ITIL® Practitioner certification exam and provides valuable practical knowledge that can be rapidly applied in the workplace. The case study deepens the participant’s appreciation of how ITIL® best practices can be applied in order to improve IT performance.
Course Student Material
Students will receive an ITIL® Practitioner classroom workbook containing all the presentation materials, course notes, case study and sample exams.
About the Exam
The examination takes 1 hour and 45 minutes. It is open book, so you are allowed to use the ITIL® Practitioner Guidance publication for reference during the exam. Candidates are expected to achieve a score of 70 percent (28 marks) or higher in order to pass the exam and be awarded certification.
ITIL Practitioner is worth three credits towards the ITIL Expert qualification. It is also worth 15 points towards your ITIL digital badge in the Professional Development Program. Upon successfully obtaining the ITIL Practitioner certificate, graduates officially earn 14 Professional Development Units (PDUs).
IT professionals, IT support staff, application engineers, project and business managers, any member of an IT team involved in the delivery of IT services.
Upon successful completion of the theoretical and examination components related to this certification, graduates can expect to be able to:
•Use IT Service Management concepts that are important drivers of continual service improvement;
•Apply ITSM guiding principles in a real-world context;
•Apply the CSI approach to manage improvements in a given organizational context;
•Use measurement and metrics to facilitate continual service improvement;
•Communicate effectively to facilitate continual service improvement;
•Apply organizational change management to support continual service improvement;
To take the ITIL® Practitioner exam, individuals must hold a valid ITIL Foundation certificate.
ITIL® Practitioner Certificate
•Getting to know each other.
•Introduction to the scenario;
•CSI approach: What is the vision? Where are we now?
Organizational Change Management (OCM)
•Purpose and approaches;
•Essentials for successful improvement;
•Implementing successful change;
•Continual improvement of OCM.
•CSI approach: Where do we want to be?
•Types of communication.
•CSI approach: How do we get there?
Measurement and Metrics
•Measurement and Metrics in CSI;
•Cascades and Hierarchies;
Check, Control, and Redirect
•CSI approach: Did we get there?
•CSI approach: How do we keep the momentum?
•Applying the guiding principle.