B2B Learning’s case study driven ITIL Practitioner course offers practical guidance for professionals on how to adopt and adapt ITIL for their organization.
This course is the next logical step for individuals who have earned the ITIL Foundation Certificate and are familiar with the ‘what’ and ‘why’ of ITIL. ITIL Practitioner will focus on the ‘how’.
During this 3-day course, individuals, teams, and organizations will learn to address the challenges faced by them due to IT Service Management (ITSM) improvement initiatives. The course comes with interactive assignments, tools, checklists and guidance on how to make the improvement changes happen.
You will learn to describe, explain and distinguish among the various elements of being an ITIL Practitioner. Moreover, it helps you in practice solving, calculating and applying the knowledge and techniques to a realistic scenario. The course also includes a toolkit and continuous learning track to give you an ongoing support throughout your training journey.
Course & Learning Objectives
Understand the ITIL concepts that are important drivers of Continual Service Improvement (CSI)
Learn to apply the service management guidance principles in a realworld context
Become familiar with the CSI approach to manage improvements in a given organizational context
Connect and align ITIL with other frameworks, good practices, and methodologies, such as Lean, DevOps and Agile
Learn to use metrics and measurements to enable continual improvement
Understand how to communicate effectively to enable CSI
Be prepared to apply organizational change management to support continual improvement
The benefits of this course can be summarized in the following components:
Leverage your existing ITIL expertise : improve your ability to adopt and adapt the ITIL Framework within your current role
Address business challenges : better equipped ITSM teams to meet and overcome the complex business challenges you face in your professional life
Commit to making a difference
The Journey (exercise)
Organizational Change Management (OCM) (Lecture)
The Desire (exercise)
The Roadmap (exercise)
Metrics and Measurements (Lecture)
Check, Control and Redirect
Stay Tuned (exercise)
Guiding Principles (Lecture)
Exam Preparation Guide
Who should Attend?
This course is designed for ITSM professionals. Whether working in customer service or involved in running projects, everyone should be able to identify, initiate, and successfully complete service improvement initiatives either small or large:
IT Support Staff
Business Process Owners
To attend, delegates must have the ITIL Foundation Certification. ITIL Practitioner can be taken immediately after Foundation, or after completing any number of Intermediate modules.
About the ITIL Practitioner Exam
Exam Format: open book
Format: web-based or paper-based
Questions: 40 scenario based Multiple Choice Questions
Passing Score: 70%
Exam Duration: 1 hour and 45 minutes (15 minutes extra time for non-native English speakers)
Successful candidates will earn 3 credits towards the ITIL expert level.
Delegates will receive an accredited ITIL Practitioner course book and the official “ITIL Practitioner Guidance by Axelos”.