ITIL Practitioner (ILPR)

This highly practical course is designed to show students "how" to implement service improvements based around ITIL’s philosophy of ‘Adopt and Adapt’. It has a holistic syllabus and combines all 9 guiding principles of service improvement, the Service Improvement Approach, Communication, Metrics and Measurement, Communication, and Organizational Change Management with practical exercises and exam technique. The course acts as a full preparation for the ITIL practitioner examination which is sat at the end of the 3 day event.
 
Target Audience
The course is aimed at;
  • Those engaged in IT development, IT operations and IT service management.
  • Individuals wishing to have detailed understanding of the principles of service improvement.
 
Objectives
After completing the course, students are familiar with the following aspects of ITIL;
  • Understand how to define services in terms of value, cost, outcomes and risk
  • Using the guiding principles of service improvement
  • Anchoring programmes to the service improvement approach
  • Appreciate and act on organizational change principles
  • Be able to define and report using meaningful metrics
  • Plan effective communications for improvement
  • Be ready to sit the ITIL practitioner examination
 
Prerequisites
Attendees should meet the following prerequisites:
  • ITIL foundation V3 equivalent, V3 or 2011 is a mandatory requirement
 
Testing and Certification
The course leads up to the Axelos ITIL practitioner exam. Successfully passing (70%) the 1 hour 45 minute, open book examination, consisting of 40 case study based multiple-choice questions, leads to the ITIL practitioner certificate. This is worth 3 credits towards the ITIL expert award. This version of the course involves preparing and sitting the exam at the end of the class. Exam is included in the course fee.
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Course Content
 
Service Management Concepts
  • Adopt and Adapt
  • VOCR – Value, outcomes, costs and risks
 
Guiding Principles
  • Focus on value
  • Design for experience
  • Start where you are
  • Work holistically
  • Progress iteratively
  • Observe directly
  • Be transparent
  • Collaborate
  • Keep it Simple
 
Service improvement Approach
  • What is the vision?
  • Where are we now?
  • Where do we want to be?
  • How do we get there?
  • How do we know we’ve arrived?
  • How do we keep the momentum going?
 
Organizational Change Management (OCM)
  • What is OCM?
  • Sources of resistance
  • People transition
  • Stakeholder management
  • Sponsor management
  • Resistance management
  • Reinforcement
 
Metrics and Measurements
  • CSFs and KPIs
  • Metric cascades and hierarchies
  • Metric categories
  • Assessment
  • Reporting
 
Communication
  • Issues caused by poor communication
  • Benefits of good communication
  • Communication essentials
  • Communication principles
  • Communication types
 
Tips for the exam
 
Sample exam