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ITIL® Practitioner

Other ITIL® courses teach the “what” you need to know, and not the “how” to implement. It is important to understand that knowledge of ITIL good practices alone does not guarantee the success of IT Service Management (ITSM) initiatives. ITIL practices need to be “Adopted” and “Adapted” to the specific circumstances and requirements of the organization. But how is this done? How do you ensure that your ITSM approach will deliver real business value? And, how can changes and improvements be sustained over time with minimum risk and the highest likelihood of success? To answer these important questions, the course focuses on:

  • Continual Service Improvement (CSI), and what it really means to apply the CSI model
  • Organizational Change Management, and how to lead and manage the all-important people side of change
  • Communications, and how to develop effective awareness and communication plans so that all stakeholders benefit
  • Measurements & Metrics, and how to apply a true business perspective

This course introduces the Guiding Principles critical to embedding a CSI culture, specifically:

  • Focusing On Value – as determined by the customer
  • Designing For Experience – ensuring the customer and user experiences with IT services are positive
  • Starting From Where You Are – leveraging what you already have and resisting the temptation to “start from scratch”
  • Working Holistically – integrating hardware and software, data, processes, architectures, metrics, tools, people and partners
  • Progressing Iteratively – defining short-term wins and delivering the large, valuable outcomes through small, easier-to-manage activities
  • Observing Directly – basing decisions on accurate and relevant data by going to the source
  • Being Transparent – to avoid resistance to change and foster trust
  • Collaboration – getting the right people involved in the right ways
  • Keeping It Simple – by eliminating activities that do not add value

Participants will receive a toolkit that includes relevant references from existing ITSM and ITIL publications, worksheets, templates, case studies and scenarios, and recommended value-added reading.

This course prepares students for the Practitioner exam. The exam is open book and the “ITIL® Practitioner Guidance” publication is allowed for reference during the exam. The exam consists of 40 multiple choice questions and lasts for 2 hours and 15-minutes. The questions are based on a scenario. Sample exams/case scenarios will be used during the course for practice.

  • A passing mark of 70% is required to achieve certification
  • On successful completion of the exam you will attain 3 ITIL credits towards the 22 credits needed for ITIL Expert certification

Who Should Attend?

This is a management level course and we strongly recommend that you hold a managerial level position. This course is for those in an IT management role seeking to take the knowledge gained from ITIL courses, and adopt, adapt and apply it successfully.

Prerequisites

  • ITIL Foundation Certificate in IT Service Management is a mandatory prerequisite


 *For questions or to register, please contact: Jill Zimmerman – jzimmerman@zenetex.com or 703-547-7827

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.