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ITIL Practitioner

  • Course Code ILPR
  • Duration 3 days

Additional Payment Options

  • GTC 22

    GTC, Global Knowledge Training Credit, please contact Global Knowledge for more details

Virtual Learning Price

eur1,500.00

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Course Delivery

This course is available in the following formats:

  • Company Event

    Event at company

  • Public Classroom

    Traditional Classroom Learning

  • Virtual Learning

    Learning that is virtual

Request this course in a different delivery format.

Course Overview

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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.

Virtual Learning

This interactive training can be taken from any location, your office or home and is delivered by a trainer. This training does not have any delegates in the class with the instructor, since all delegates are virtually connected. Virtual delegates do not travel to this course, Global Knowledge will send you all the information needed before the start of the course and you can test the logins.

Course Schedule

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    • Delivery Format: Virtual Learning
    • Date: 21-23 October, 2019
    • Location: Virtual

    eur1,500.00

    • Delivery Format: Virtual Learning
    • Date: 09-11 December, 2019
    • Location: Virtual

    eur1,500.00

    • Delivery Format: Virtual Learning
    • Date: 07-09 January, 2020
    • Location: Virtual

    eur1,500.00

    • Delivery Format: Virtual Learning
    • Date: 27-29 January, 2020
    • Location: Virtual

    eur1,500.00

    • Delivery Format: Virtual Learning
    • Date: 23-25 March, 2020
    • Location: Virtual

    eur1,500.00

    • Delivery Format: Virtual Learning
    • Date: 11-13 May, 2020
    • Location: Virtual

    eur1,500.00

Target Audience

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The course is aimed at: -

  • Those engaged in IT development, IT operations and IT service management.
  • Individuals wishing to have detailed understanding of the principles of service improvement.
  • Course Objectives

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    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

  • Course Content

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    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?
  • Organizational 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
  • Tips for the exam

    Sample exam


    Course Prerequisites

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    ITIL foundation V3 equivalent, V3 or 2011 is a mandatory requirement



    Test Certification

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    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.

    Follow on Courses

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    ITIL Intermediate courses

    Further Information

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