ITIL Practitioner

The ITIL Practitioner course offers practical guidance on how to adopt and adapt the ITIL framework to support your business’ objectives. It enables practitioners to not only speak the language of ITIL, but be able to translate it and use it in practice. ITIL Practitioner covers the Continual Service Improvement (CSI) approach as the way to structure any improvement initiatives.

Course Key Learning

By attending the ITIL Practitioner course, candidates should be able to apply and understand how to use ITIL guidance to deliver service improvement within their organisations.

Specifically delegates will 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

ITIL Practitioner Training Course
The training course covers the following topics:

Introduction

Apply the concept of ‘Adopt and Adapt’ when using ITIL guidance in a given context.

ITSM Guiding Principles

Apply the ITSM guiding principles in a given context when planning and implementing service improvements
a) Focus on value
b) Design for experience
c) Start where you are
d) Work holistically
e) Progress iteratively
f) Observe directly
g) Be transparent
h) Collaborate
i) Keep it simple

CSI Approach and measuring improvement

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:
a. Orientation Worksheet
b. Benefits Realization Review Template
c. CSI registers

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)

Define critical success factors (CSFs) using a relevant hierarchical approach
a) ITIL Vision to measurement
b) Balanced scorecard
c) Organizational cascade

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
a) Technology, process, service
b) Progress compliance, effectiveness, efficiency
c) Leading, trailing
d) Inside-out, outside-in

Define a current state assessment plan in a given context
a) Goal
b) Scope
c) Assessment criteria
d) Required outputs
e) Available resources and skills

Communication

Explain the nature, value, importance and benefits of good communication

Understand communication principles
a) Communication is a two way process
b) We’re communicating all the time
c) Timing and frequency matter
d) There is no single correct method
e) The message is in the medium
Use relevant communication tools and techniques to support improvement in a given context
a) Stakeholder communication plan
b) Business case

Organisational Change Management (OCM)

Explain the role and impact of OCM in successful improvement

Understand the purpose and value of OCM activities
a) Create a sense of urgency
b) Manage stakeholders
c) Manage sponsors
d) Analyze training needs
e) Manage resistance to change
f) Use reinforcement to embed the change

Use relevant OCM tools and techniques to support improvement in a given context
a) Sponsor diagram
b) Stakeholder worksheet
c) Stakeholder map
d) RACI matrix

Apply knowledge of OCM when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles

Course Pre-Requisite : To take the ITIL Practitioner exam, individuals must hold either an ITIL v3 Foundation* or an ITIL 4 Foundation certificate.

ITIL Practitioner Exam Format

Multiple choice examination questions
40 questions
28 marks required to pass (out of 40 available) – 70%
135 minutes’ duration
Open book. Only the official printed hard copy of the ITIL ® Practitioner Guidance is allowed.
A printed PDF of the official manual or a digital PDF of the official manual on a personal device, is not allowed in an exam environment.
The official manual may be annotated and tabulated but no sticky notes and loose leaf papers containing additional notes will be allowed.

ITIL FREE Practice Exam