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ITIL Practitioner

✓  Fully Accredited ITIL® Course by Peoplecert

✓  Includes Course Materials, Exams & Certificates

✓  Expert Instructors with 5 star customer rating

✓  Exams taken in classroom, not online

✓  ReAct Government Funded Accepted

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Course Information

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

 

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

Practitioner Exam

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.

  • Day 1 –  09:00am – 17:00pm 
  • Day 2 –  09:00am – 17:00pm 
  • Day 3 –  09:00am – 17:00pm – Practitioner exam taken at approximately 15:00pm.

The following will be included in this ITIL Practitioner training course:

  • ITIL® Practitioner level Examination
  • Pre-course learning material
  • ITIL course materials
  • Accredited ITIL® Instructor
  • Certificate
  • Refreshments

Dates and Prices for ITIL Practitioner

We currently have no public classroom courses scheduled, but would be more than happy to run this course for you. Please contact us using the form below and we will get back to you with some dates and prices.

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Why Choose NILC For Your ITIL Training?

 

Industry Expert Trainers

Highly skilled trainers with real world Service Management experience

Highly Rated

We are highly rated with 5 stars from Trustpilot

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Exams Included

Exams taken in the classroom during the course

Multiple Locations

Courses available at our venues or your offices

Other Related Courses

Our registered office and postal address is 50 Commercial Road, Newport, Gwent, NP20 2PE

All quoted prices are exclusive of VAT for consumers who pay no VAT or can recover VAT. The current rate of VAT is 20% for consumers that are required to pay VAT.
All course bookings are subject to availability.