ITIL® Practitioner Training Course

The ITIL® Practitioner Training Course was developed in collaboration with Practitioners worldwide to help organisations and individuals increase the value they obtain from using the ITIL® framework by offering additional practical guidance.

Introduction

At the ITSM Leadership Congress in Singapore, AXELOS CEO, Peter Hepworth announced the most significant evolution for ITIL® since the launch of the company - the new ITIL® Practitioner qualification.

See Peter Hepworth explaining the new course...

© Copyright AXELOS Limited 2015.

The ITIL® Practitioner Training Course was developed in collaboration with Practitioners worldwide to help organisations and individuals increase the value they obtain from using the ITIL® framework by offering additional practical guidance to adopt and adapt the framework to support the business.

The course is designed to take you beyond the basic information communicated at the ITIL® Foundation level. This course could be seen as the next step for ITIL® professionals who wish to know more about how to adopt and adapt the ITIL® principles within their organisation, and the business value of well-designed and delivered services. We would recommend that you have gained a substantial amount of experience within the IT Service Management field prior to undertaking this course.

It is also equally applicable to those who have already taken Intermediate level training and even those who have achieved ITIL® Expert level, as it will help guide you through the practical side of successfully applying the theory in the workplace.

We have decided that it is in your best interest to run the course over 3 days for a practical learning experience, unlike other training companies who provide an intensive 2-day course. We are effectively providing an extra day training at no additional cost.

Our ITIL® Practitioner classroom course is accredited by PeopleCert.

Below are a series of videos from AXELOS explaining what ITIL® Practitioner training course is all about. We hope you find them useful and encourage you to attend an ITIL® Practitioner training course

Hear also from Kaimar Karu, Head of ITSM at AXELOS discuss his views on ITIL® Practitioner, and how he thinks the new qualification will help both ITSM practitioners and organisations.

On 19/11/2015 AXELOS made a one hour recorded Webinar available ITIL® Practitioner: What it's all about...

The Key points of ITIL® Practitioner are:

  • Providing practical guidance on how individuals can leverage Continual Service Improvement (CSI) to maximize the benefits of adoption and adaption of ITIL®.
  • Aiming to improve the capability of individuals throughout the business, to adopt and adapt ITIL® in their day-to-day roles to generate maximum business benefits.
  • Making use of technological capabilities, such as automation, real-time reporting and Cloud computing, to increase the quality of service design and the efficiency of service delivery.
  • Leveraging other frameworks and good practices and methodologies - such as Lean, DevOps, Agile and SIAM - to further enhance the value of ITSM.

Please Note

You can book this course and hold it in credit until you have decided on a specific course date. Alternatively, please view our other course dates.
Exam Included
3 Days
£995Excl. VAT

Course Outline

The course syllabus consists of 6 key units, with each unit gradually increasing your knowledge and understanding of the required outcomes for the ITIL® Practitioner qualification and its benefits.

  • Service Management concepts and the important drivers of continual service improvement.
    • Apply the concept of “Adopt and Adapt” when using ITIL guidance in a given context.
    • Analyse the importance of each element of the definition of a service when planning and implementing service improvements.
  • Ability to understand and apply the ITSM guiding principles in a real-world context, when planning and implementing service improvements.
    • Apply the ITSM guiding principles in a given context when planning and implementing service improvements.
  • Be able to apply the CSI approach to manage improvements in a given organisational context.
    • Describe the purpose and main outputs of each step of the CSI Approach.
    • Use the CSI Approach tools and techniques successfully in a given specific context.
    • Apply the CSI approach to a given context, including a holistic view of the guiding principles and how the three critical competencies contribute to an improvement (Communication, Metrics & Measurement, OCM).
  • Be able to use metrics and measurement to enable continual service improvement.
    • Define critical success factors (CSFs) using a relevant hierarchical approach.
    • Determine key performance indicators (KPIs) to underpin a critical success factor.
    • Define a current state assessment plan in a given context.
    • Design a report in a given context.
    • Apply knowledge of metrics and measurement when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles.
  • How to communicate effectively to enable continual service improvement.
    • Explain the nature, value, importance and benefits of good communication.
    • Explain communication principles.
    • Explain the purpose and value of communication tools and techniques.
    • Use relevant communication tools and techniques to support improvement in a given context.
    • Apply knowledge of communications when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles.
  • Be able to apply organisational change management to support continual service improvement.
    • Explain the role and impact of OCM in successful improvement.
    • Describe the purpose and value of OCM activities.
    • Use relevant OCM tools and techniques to support improvement in a given context.
    • Apply knowledge of OCM when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles.

Description

The key points of the ITIL® Practitioner course are:

  • Providing practical guidance on how individuals can leverage Continual Service Improvement (CSI) to maximize the benefits of adoption and adaption of ITIL.
  • Aiming to improve the capability of individuals throughout the business, to adopt and adapt ITIL® in their day-to-day roles to generate maximum business benefits.
  • Making use of technological capabilities, such as automation, real-time reporting and Cloud computing, to increase the quality of service design and the efficiency of service delivery.
  • Leveraging other frameworks and good practices and methodologies - such as Lean, DevOps, Agile and SIAM - to further enhance the value of ITSM.

Purple Griffon will run the ITIL® Practitioner course at its London, Birmingham, Bristol, Manchester, Leeds, Glasgow and Inverness locations


About the Course

ITIL® Foundation is a prerequisite to take ITIL® Practitioner as it supplements, rather than substitutes the Foundation qualification. To that end the ITIL® Practitioner syllabus will require delegates to have passed their ITIL® Foundation exam and be familiar with the principles of ITSM and the organization-wide common language of ITIL®. These learnings will be put in context to answer the 'how' of successful improvement initiatives with ITIL® Practitioner, which is the next step after Foundation, not a substitution.

Who Should Attend

The qualification aims to demonstrate that IT Service Management (ITSM) professionals are equipped with the skills to apply ITIL® concepts in their organisation, ensuring maximum business value by delivering fit-for-purpose and fit-for-use services. At the same time, it's designed to give confidence to managers that the members of their team are ready to initiate and successfully carry out required improvement initiatives.

Materials Provided

Our ITIL® Practitioner course materials include:

  • The official ITIL® Practitioner Handbook from 'The Stationery Office' (TSO)
  • Information for PeopleCert Exam Candidates
  • Course Manual
  • Course Slides
  • Exercises and Handouts
  • Sample Questions
  • Free Pen with Highlighter

Organisational Benefits

The organisational benefits of attending the ITIL® Practitioner Certificate training course are that it:

  • Builds on the knowledge previously gained at the ITIL® Foundation course
  • Will show you how to effectively and efficiently implement IT Service Management using the ITIL® framework
  • Will ensure that your IT services are aligned with business needs.
  • Will demonstrate the value that efficient IT service bring to an organisation.
  • Will ensure that badly needed processes are implemented without the need to employ costly consultants.

Individual Benefits

The individual benefits of attending the ITIL® Practitioner Certificate training course are that:

  • It will give you a broader knowledge how how to implement IT Service Management using the ITIL® Framework.
  • You will gain an insight into effective and efficient methods of process design and deployment.
  • It will enhance your ITSM career prospects .

Prerequisites

Before attending an ITIL® Practitioner Certificate training course you must previously have gained an ITIL® Foundation certificate (v2, v3 or v2011).


Prereading

You will be supplied with the official ITIL® Practitioner manual as pre-reading for this course.

Exam Overview

ITIL® Practitioner Examination:

  • 105 minute ‘open book’ (official ITIL® Practitioner manual only, annotations and bookmarking is allowed)
  • 40 multiple choice questions
  • Pass mark is 70% (28/40)

NOTE: The examination is taken on the afternoon of the third day of the training course.

Simple non-programmable calculators can be used during paper based examinations (to be provided by the candidate). Candidates taking online examinations will have access to an on-screen calculator. No other calculators or mobile technology will be allowed.

The exam is a scenario-based multiple choice exam that tests the candidate's ability to apply the knowledge and the tools in the best possible way.

The exam is based on various elements of ITIL®, with a strong focus on Continual Service Improvement (CSI), a fundamental lifecycle stage in ITIL®; as well as additional guidance covering the practical elements in more detail.

Exam Type

Classroom Exam

Professional Development Units - PDUs

Passing the ITIL® Practitioner Certificate exam will give you 3 Credits towards the 22 Credits required to achieve the 'ITIL® Expert' level of accreditation.

Qualifications

ITIL® Practitioner Certificate

Next Steps

After passing the ITIL® Practitioner Certificate training course it would make sense to attend ITIL® Intermediate training in the subject matter areas that you are looking to implement within your organisation.

An alternative approach may be to consider investigating our DevOps Foundation course or our Certified Agile Service Manager course.

Conclusion

The ITIL® Practitioner Certificate training course will give you the knowledge to implement IT Service Management processes within your organisation using the ITIL® Framework. Turning theory into Best Practice.

ITIL® Practitioner Course Dates

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