ITIL® Practitioner

ITIL® Practitioner course provides a systematic way of using ITIL® guidance to improve new or existing organisational service. The delegates can garner the skills required to implement ITIL® in the organisation.

At Pearce Mayfield, the training is delivered by certified and experienced instructors to make sure that the delegates have a clear picture of the subject with real-world examples.

ITIL® Practitioner delves deeper into the fundamental concepts that are learned at a Foundation level. It helps in identifying and delivering service improvements in the more practical manner by adopting the ITIL® framework.

During the training, the delegates will learn how to use three critical competencies, Continual Service Improvement (CSI) approach and nine guiding principles for making improvements.

During the training, the delegates will focus on the following aspects:

• Service Management concepts

• Guiding principles

• Service Improvement approach

• Change Management in organisation

• Metrics and measurements

• Communication and its types

Exam

The exam will be conducted at the end of the training to measure the knowledge gained. Each delegate has to clear the exam in order to get certified. Our trainers make sure that the delegates get the maximum out of the training. Each question will have four options out of which one is correct.

The exam has to be completed in the specific time period; no extra time will be provided. All the details regarding exam will be provided by our trainer at the end of the training.

The exam format will be:

• 40 multiple choice questions (MCQ’s)

• 70 percent marks required to clear the exam

• Exam duration- 2 Hrs 15 Mins

Course Outline

Overview of Service Management

• Define Service Management

• Key concepts and terminologies

• “Adopt” and “Adapt”

• Costs and risks involved

• Guiding Principles

  • Focus on value

  • Design for experience

  • Start where you are

  • Work holistically

  • Progress iteratively

  • Observe directly

  • Be transparent

  • Collaborate

  • Keep it simple

Overview of Service Management Approach

• Define Service Management Approach

• Define Vision

• Current situation of organisation and objective

• Results or outcomes

• Maintaining good work

Overview of Change Management in Organisation

• Define Change Management

• Resistance sources

• People transition

• Management of stakeholders

• Management of sponsors

• Managing resistance

• Reinforcement

Overview of Metrics and Measurements

• Define Metrics and Measurements

• CSFs and KPIs

• Metric cascades and hierarchies

• Categories of Metric

Overview of Communication

• Introduction to communication

• Value of good communication

• Importance of good communication and its benefits

• Principles of communication

• Types of communication