ITIL® Practitioner, Exam included

Introduction

In order to efficiently and effectively support your business's and customers' strategy, ITIL® Practitioner is a practical guidance to adopt ITIL® and adapt it to your needs and culture. It is a very useful complement to ITIL® Foundation certificate for all those who want to successfully implement ITIL® and deliver changes at users' satisfaction. It will help you to manage organisational changes et to make changes more acceptable by tagret people
This 3 days course will give you elements to efficiently starting with or sthrengthening best practices adopting and adapting ITIL® in your organisation ("how?"); other ITIL® Intermediate courses focusing mainly on principles and  processus ("why?" and “what?”).

Audience

This ITIL® Intermediate course has been drawn for IT managers IT looking to successfully adopt and adapt, and apply ITIL®. Interested people are, amongst others:

  • Directors, VPs and associates
  • CIO, CTO, IT managers
  • Project directors and managers
  • IT infrastructure and Operation managers
  • Quality assurance
  • Business relationship Managers (BRM)
  • Process owners
  • Change agents

Prerequisites

Candidates have to show their ITIL® v3 Foundation ou Foundation Bridge certificate to the trainer before the third day of course.
 

At course completion

After completing this training, participant will be able to:

  • Make usage of essential ITIL® concepts to deliver and continually improve services
  • Apply ITIL® principles in their environment
  • Define metrics and indicators to make continual service improvement even more efficient and effective
  • Well communicating to reinforce qualité and acceptance of new or changed services
  • Manage organisational changes to support continual service improvement

Exams

This course prepares you to pass the ITIL® Practitioner examination.
It is a 40 multiple choice questions based on a case study and its complements; it lasts 135 minutes and got a passing score of 70%.
Important : this exam is open book (official ITIL® Practitioner publication only).
If participant is a PMP® credential holder, this course provides him 21 PDUs.

Course outline

Module 1: Introduction

  • Lesson 1 : Adopt and adapt ITIL®
  • Lesson 2 : Understand what is a seervice

Module 2: 9 ITSM principes

  • Lesson 1 : Focus on value, design for experience, start where you are, holistic approach, progress iteratively, obesrve directly, be transparent, collaborate, keep it simple

Module 3: The CSI approach

  • Lesson 1 : Characteristics
  • Lesson 2 : Step-by-step guide

Module 4: Metrics and measurement

  • Lesson 1 : Why measuring?
  • Lesson 2 : Critical success factors and key performance indicators
  • Lesson 3 : Metrics casdcade and hierarchies
  • Lesson 4 : Metrics categories
  • Lesson 5 : Assessment
  • Lesson 6 : Reporting

Module 5: Communication

  • Lesson 1 : Why good communication is important
  • Lesson 2 : Communication principes
  • Lesson 3 : Communication techniques

Module 6: Organizational change management

  • Lesson 1 : Essentials for successful improvement
  • Lesson 2 : Clear roles and responsibilities
  • Lesson 3 : Importance of a good organisational change management
  • Lesson 4 : Understanding people's transition through change
  • Lesson 5 : Key activities
  • Lesson 6 : Some organisational change's frameworks

Exam preparation

ITIL® Practitioner examination

ITIL® is a registered trade mark of AXELOS Limited

Documentation

Printed slides to review and take notes
Official publication (ITIL® Practitioner Guidance)

Cursus de certification

Following the ITIL® Foundation certificate, this certificate is a complement (3 crédits) to gain 17 crédits required to pass the Manage through the Across the service LifeCycle (MALC) and receive the ITIL® Expert credential. Missing credits will be acquired through other intermediate certificates (see below for a list of possible course to gain credits).

Lab

These exercices listed here are indicative and may be completed with complementary labs depending on participants' objectives and available time

Module 3 :

  • CSI register
  • Orientation worksheet
  • Review benefits realization

Module 4 :

  • Describe a CSF
  • Define an individual KPI
  • Report worksheet
  • Assessment criteria (which framework to use?)
  • Assessment report content examples and comparison
  • CObIT goals cascade

Module 5 :

  • Develop a regular communications campaign checklist
  • Plan a workshop / meeting action
  • Develop a Business Case
  • Evaluate success of a communication

Module 6 :

  • Analyze stakeholders
  • Develop a stakeholder communication plan
  • Develop a sponsor diagram and roadmap
  • Establish a training plan
  • Analyze pro and cons arguments and their force
  • Develop a resistance management plan
  • Determine amount of organisational change

Formations complémentaires

Training: ITIL® Foundation
Training: ITIL® Intermediate Strategy
Training: ITIL® Intermediate Design
Training: ITIL® Intermediate Transition
Training: ITIL® Intermediate Operation
Training: ITIL® Intermediate Continual Service Improvement