ITIL Practitioner and Exam

loading..
(Course eligible for SATVs)

loading..

The ITIL Practitioner 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 the 2-day course, individuals, teams, and organisations will learn to address the challenges faced by them due to IT Service Management (ITSM) improvement initiatives.

The course is packed 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 improvement journey.

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited.
ITIL® training is provided by Cobitism PTY LTD, a Peoplecert accredited Training Organisation. Copyright © Cobitism PTY LTD and AXELOS Limited 2018.

  • Course Learning Objectives
  • Course Agenda
  • Module Learning Objectives
  • Scenario-based Learning
  • CSI Approach
  • Guiding Principles
  • Course Structure
  • Certification
  • Get to Know Each Other

  • Apply the concept of ‘adopt and adapt’ when using ITIL guidance in a given context
  • Analyse the importance of each element of a service when planning andimplementing service improvements

  • 2.1 Apply the ITSM guiding principles in a given context when planning and implementing service improvements:Focus on value
    • Design for experience
    • Start where you are
    • Work holistically
    • Progress iteratively
    • Observe directly
    • Be transparent
    • Collaborate
    • Keep it simple

  • 3.1 Describe the purpose and main outputs of each step of the CSI Approach
  • 3.2 Use the CSI Approach tools and techniques successfully in a given specific context:
    • Orientation Worksheet,
    • Benefits Realisation Review Template,
    • CSI register.
  • 3.3 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)

  • 4.1 Define critical success factors (CSFs) using a relevant hierarchical approach
  • 4.2 Determine key performance indicators (KPIs) to underpin a critical success factor
  • 4.3 Analyse CSFs and KPIs in a given context to ensure that they are balanced between the four categories
  • 4.4 Define a current state assessment in a given context
  • 4.6 Apply knowledge of metrics and measurement when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles

  • 5.1 Explain the nature, value, importance and benefits of good communication
  • 5.2 Explain communication principles
  • 5.3 Explain the purpose and value of communication tools and techniques
  • 5.4 Use relevant communication tools and techniques to support improvement in a given context
  • 5.5 Apply knowledge of communications when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles

  • 6.1 Explain the role and impact of OCM in successful improvement
  • 6.2 Describe the purpose and value of OCM activities
  • 6.3 Use relevant OCM tools and techniques to support improvement in a given context
  • 6.4 Apply knowledge of OCM when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles

The examination is scenario-based i.e. the questions relate to a case study. This case study (referred to as the ‘Scenario’) is the same for all sample and official exams.

There are 6 sets of multiple choice questions, and 40 questions in total. Each question is worth 1 mark.

Pass mark: Candidates are expected to achieve a score of 70% (28 marks) or higher in order to pass theexamination and be awarded certification.

  • Examination duration: 1 hour and 45 minutes

This course is of interest for ITSM professionals in roles such as:

  • IT Management
  • IT Support Staff
  • IT Consultants
  • Business Managers
  • Business Process Owners
  • IT Developers
  • Service Providers
  • System Integrators

Attendees of this course need to have completed the ITIL Foundation Certification.

Key Participants Benefit

For OLL courses:?Internet is required only for online live access to this course?Available on: Desktop, Laptop, Tablet

After completing this course, students will be able to:

Register

Traditional Classroom   

    Show all

    Traditional Classroom   

      Show all

      Traditional Classroom   

        Show all

        Traditional Classroom   

          Show all

          NextTech Live   

            Show all

            Flexible Mentored Learning   

              Show all

              Flexible Mentored Learning   

                Show all

                Flexible Mentored Learning   

                  Show all

                  Flexible Mentored Learning   

                    Show all

                    blah is false