ITIL® Practitioner

ITIL® Practitioner course is fully accredited by PeopleCert
Gain practical knowledge of implementations based on “adopt and adapt” within the organisation
Courses delivered by certified instructors in luxury venues

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ITIL® Practitioner

Course Overview

ITIL® Practitioner course provides a systematic way of using ITIL® guidance to improve new or existing organisational service. The delegates can garner the skills required to implement ITIL® in the organisation. At Pearce Mayfield, the training is delivered by certified and experienced instructors to make sure that the delegates have a clear picture of the subject with real-world examples.

ITIL® Practitioner delves deeper into the fundamental concepts that are learned at a Foundation level. It helps in identifying and delivering service improvements in the more practical manner by adopting the ITIL® framework. During the training, the delegates will learn how to use three critical competencies, Continual Service Improvement (CSI) approach and nine guiding principles for making improvements.

During the training, the delegates will focus on the following aspects:

Service Management concepts
Guiding principles
Service Improvement approach
Change Management in organisation
Metrics and measurements
Communication and its types

Exam

The exam will be conducted at the end of the training to measure the knowledge gained. Each delegate has to clear the exam in order to get certified. Our trainers make sure that the delegates get the maximum out of the training. Each question will have four options out of which one is correct. The exam has to be completed in the specific time period; no extra time will be provided. All the details regarding exam will be provided by our trainer at the end of the training.

The exam format will be:

40 multiple choice questions (MCQ’s)
70 percent marks required to clear the exam
Exam duration- 2 Hrs 15 Mins

Course Outline

Overview of Service Management

Define Service Management
Key concepts and terminologies
“Adopt” and “Adapt”
Costs and risks involved
Guiding Principles
- Focus on value
- Design for experience
- Start where you are
- Work holistically
- Progress iteratively
- Observe directly
- Be transparent
- Collaborate
- Keep it simple

Overview of Service Management Approach

Define Service Management Approach
Define Vision
Current situation of organisation and objective
Results or outcomes
Maintaining good work

Overview of Change Management in Organisation

Define Change Management
Resistance sources
People transition
Management of stakeholders
Management of sponsors
Managing resistance
Reinforcement

Overview of Metrics and Measurements

Define Metrics and Measurements
CSFs and KPIs
Metric cascades and hierarchies
Categories of Metric

Overview of Communication

Introduction to communication
Value of good communication
Importance of good communication and its benefits
Principles of communication
Types of communication

The delegates must have completed ITIL® Foundation course before attending the ITIL® Practitioner course. They must hold ITIL® Foundation certificate and must be presented to the instructor on the day of the exam.

ITSM Architects
CSI Managers
Business Process Improvement teams
ITSM Project teams
ITSM Program Manager
Process Manager
SMO leader
Professionals who want to learn how to adopt and adapt the ITIL® framework in the organisation
Individuals who want to gain knowledge of CSI approach to structure any improvement initiatives