ITIL 4 Practitioner
Exam pass guarantee included*
Learn with Wales leading ITIL training provider
Exam pass guarantee included with each course*
Fully accredited courses by Peoplecert
Classroom, Onsite and Virtual courses available
Certified trainers with 5 Star customer ratings
Welsh Government funding accepted
Duration: 3 Days
Accredited: Yes
Exams: Included
Funding: Accepted
Type: Classroom, Onsite, Virtual
Company group booking discount availableCourse Information
Course Overview
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.
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
Outline
ITIL 4 Practitioner
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?
Organisational 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
Assessment
ITIL 4 Practitioner
- Exam time: 105 minutes
- Multiple-choice style: 40 questions
- Pass mark: 70% or more
- Peoplecert emails your official results and e-certificate approximately 2 business days after completing the exam
What's Included
- 3-days training and exam preparation from NILC’s accredited ITIL trainer
- Course notes, presentation slides, diagrams and sample examination papers
- ITIL Practitioner exam voucher (valid for 12 months)
- 1-month MyAxelos membership for free (on passing the exams)
- Exam Pass Guarantee – if you do not pass the exam after attending this training course with us, you will be eligible to attend the same training again for free. All that will be payable is the examination fee which is charged by the examination board.
Dates & Prices
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Fill out the request dates form above and we'll try our best to accommodate or contact us directly.
Why choose NILC for your training?
Learn why we should be your training provider of choice.
Awarding Winning Training Courses with industry leading customer satisfaction rates
A family business with customer service at the heart of everything we do
Trusted Training Partner to multiple colleges, government departments, businesses and unions
UK based Trainers that are industry experts and fully qualified
Rated "Excellent" with over 500+ Trustpilot Reviews
How we deliver our courses
Virtual
Our virtual courses allow you to access live instructor-led training from the same expert instructors that deliver our classroom courses, without leaving the comfort of your home or office. All virtual courses are fully interactive, and learners can communicate with their trainer and peers at any time.
Many of our virtual courses are also recorded, so you can recap over the content you learnt as many time as you wish.
Classroom
Our classroom courses allow you to learn and interact face-to-face with our expert instructors in a comfortable and modern training environment. All of our classroom based courses take place at NILC centers, or high quality training facilities, and include all required IT and physical equipment.
We also limit our class sizes to help promote better discussions and to ensure your learning experience is comfortable as possible.
Onsite
Save time and hassle by arranging for one of our expert instructors to come to you. Our onsite courses allow you to learn in a location of your choosing, and you can train as many or as few people as you want – from a single person or team to whole departments. We can also fully customize the course content to the specific requirements of your business or project.
We offer onsite courses throughout the UK and it can be a great team building opportunity for colleagues to come together, bond and discuss.
Online
Our Online Self Paced courses allow you to learn new skills from our expert instructors, in your own time and at your own pace. Our flexible online learning platform allows you to access content on your computer, tablet or mobile device, whether you’re on the move or at home. All our online courses come with immediate access and you can start learning straight away, from any internet enabled compatible device.
We also offer online email support from our expert instructors, so they’re always on hand and happy to help you with any questions which may arise.
Why choose NILC for your training?
Learn why we should be your training provider of choice.
Awarding Winning Training Courses with industry leading customer satisfaction rates
A family business with customer service at the heart of everything we do
Trusted Training Partner to multiple colleges, government departments, businesses and unions
UK based Trainers that are industry experts and fully qualified
Rated "Excellent" with over 500+ Trustpilot Reviews
Testimonials
“Highly Recommended”
A complex course subject was delivered clearly and with great passion and enthusiasm by our tutor. Subjects were explained in clear, real-life examples. Without doubt, I'm sure my successful result is in large part due to his experience and skill in this area.
- Neil Wilson
“Fantastic Course Thank You”
Fantastic course. Amazing from start to finish. Julie was absolutely outstanding. She was professional and has given me the knowledge and confidence to continue my studies. I cant thank Karim and team enough.
- Jodie Gee
“Great Tuition"
Great tuition. Felt really comfortable to ask questions and the course was engaging. Tony and Karim were brilliant.
- Amy Jones
“Great Instructor”
Great instructor. Well delivered and knows the subject inside and out. Friendly and provides a warm atmosphere conducive for feeling relaxed. A lot of context to cover in a short time.
- David Schofield
“Five Star Quality Course”
I received all the resources in advance which helped me prep for the course. The tutor was engaging and explained complex topics really well. The exam coaching was a unique selling point for me as it got me prepared for the exams so that nerves were less of a factor. Great communication throughout, thank you Tony and the whole team.
- Kim Darkin
ITIL FAQ's
What version of your ITIL courses?
Our ITIL courses always run on the most up-to-date syllabus. The current version is ITIL 4.
Are your ITIL course accredited?
Yes, all of our ITIL training courses are accredited by Peoplcert (the only exam board for ITIL qualifications).
How does the Exam Pass Guarantee work?
With our Exam Pass Guarantee, if you do not pass the exam after attending this training course with us, you will be eligible to attend the same training again for free. Please note learners will have to pay for the examination fee which is set by the examination board. Students retaking the course are required to use any materials or books distributed to them in their original course session. Failure to provide these materials will result in the student being charged for replacement materials.
Are there any prerequisites for ITIL?
ITIL Foundation has no prerequisites.
How do I take the exams?
All ITIL exams are taken online with Peoplcert (the ITIL awarding body). Learners will be provided with exam vouchers to book their exams on a date/time they choose. Peoplecert run exams 24 hours a day, 7 day a week.
What is the structure of the exams?
The Foundation exam is multiple choice (e.g. pick one answer from four, missing word or list style questions).
Can I use any materials during the exams?
The Foundation exam is closed book - no materials are allowed.
Related Courses
IT Service Management
ITIL 4 Foundation
3 DaysAccredited- Fully accredited ITIL courses by Peoplecert
- Classroom, Virtual and Onsite courses with manual and exams included
£1,295.00 excl. VAT
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