Description
Course overview
The purpose of the ITIL Practitioner certificate program is to ensure the candidate has sufficient understanding and hands-on experience of how to apply, assess, improve ITIL best practices.
Duration
- 3 days training course, including a sample examination and preparation to re-enforce the knowledge gained.
- The Practitioner examination is structured as follows:
- Material permitted: The examination is ‘open book’, i.e. the ITIL Practitioner Guidance publication is allowed for reference during the examination.
- Examination duration: 1 hour and 45 minutesFormat: 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.The Scenario is included in the Scenario Booklet (see also the sample papers available on AXELOS.com) along with 6 sets of additional information necessary to answer each section of questions.
- Questions: There are 6 sets of multiple choice questions (MCQs) in the Question Booklet, and each set tests particular learning outcomes from the candidate’s course of study, (see the table below).
- There are 40 questions in total and 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 the examination and be awarded certification. Delivery Methods
- Instructor led Classroom environment
- Virtual Web-based
Program Material (handout)
- This training program includes the following as reference documentation:
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- Program slide presentation
- Sample examination questions and answers
Prerequisites
Delegates wishing to take this examination must have previously passed the ITIL Foundation Examination.
Audience
This qualification is aimed at IT staff responsible to introduce and/or improve the ITSM situation within the organization, including: change leaders (e.g. Senior Responsible Owners), and operational line managers/staff.
Program Objectives
The qualification aims to demonstrate that IT Service Management (ITSM) professionals are equipped with the most essential skills to apply ITIL® concepts in their organization. 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.
Program Content
The following lists the course content & Learning Outcome; Once the course is successfully completed, course participants should be able to:
- Use IT Service Management concepts that are important drivers of continual service improvement
- Apply the ITSM guiding principles in a real-world context
- Apply the CSI approach to manage improvements in a given organizational context
- Use metrics and measurement to enable continual service improvement
- Communicate effectively to enable continual service improvement
- Apply organizational change management to support continual service improvement
- Apply the concept of ‘adopt and adapt’ when using ITIL guidance in a given context
- Analyze the importance of each element of a service when planning and implementing service improvements
- Apply the ITSM guiding principles in a given context when planning and implementing service improvements
- 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, demonstrating an understanding of the critical competences, the guiding principles and the scientific method
- Define critical success factors (CSFs) using a relevant hierarchical approach
- Determine key performance indicators (KPIs) to underpin a critical success factor
- Analyze CSFs and KPIs in a given context to ensure that they are balanced between the four categories
- Define a current state assessment 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
- 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
- Explain the role and impact of Organizational Change Management (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.
Simulation and practical application
- We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice.
