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Date/Time
Date(s) - 16/10/2017 - 17/10/2017
9:00 am - 4:30 pm

Location
BPMO Academy Middle East & APAC

Categories


Summary

This new (2016) ITIL Practitioner qualification takes an entirely new approach to service management education and training.

It focuses on the “HOW to make service management happen” rather than the detail of “WHAT service management processes do”. The course offers practical guidance on how to “adopt and adapt” the ITIL framework to support your organisation’s business objectives. As such it is the missing link in the ITIL qualification portfolio.

The 2 day course addresses the practical issues of: gaining management support, bringing about the cultural change and ensuring that best practice adds real and measurable value to the organisation.

Who should attend?

  • This course is aimed at all levels of IT service professionals
  • The course will be specifically of interest to those individuals who need to have the key skills to be able to begin to know ‘how’ to adopt and adapt ITIL in there organisation

Learning objectives

  • Apply your theoretical knowledge in ITIL
  • Drive improvement in IT Service Management
  • Manage change from a larger perspective organizational change
  • Communication
  • Measurement and Reporting
  • Objectives and setting of goals for different parts of the organization

Course content

The course is based on the official publication “ITIL Practitioner Guidance”. Students are also strongly advised to revise their ITIL Foundation course material.

Taking the principles of “Adopt” and “Adapt” to it’s heart, ITIL Practitioner develops the Continual Service Improvement (CSI) approach to structure improvement and deployment initiatives.

ITIL Practitioner covers three key areas crucial to the success of any and all improvement initiatives:

  1. Organizational Change Management
  2. Communication
  3. Measurement and Metrics.

The ITIL Practitioner guidance follows 9 Guiding Principles:

  • Focus on value
  • Design for experience
  • Start where you are
  • Work holistically
  • Progress iteratively
  • Observe directly
  • Be transparent
  • Collaborate
  • Keep it simple

Prerequisites

Candidates must hold the ITIL Foundation Certificate (gained since 2007) and should have a minimum of three years’ experience of working in a service management role. The official publication “ITIL Practitioner Guidance” accompanies the qualification and must be studied prior to course attendance.

Educational approach

  • This training is based on both theory and practice:
  • Sessions of lectures illustrated with examples based on real cases
  • Review exercises to assist the exam preparation
  • Practice test similar to the certification exam
  • To benefit from the practical exercises, the number of training participants is limited

Examination and Certification

The examination is open book and made up of multiple choice questions based on a scenario. Students will be allowed 105 minutes to answer the questions. You need at least 70% (28/40 points) to pass.

Bookings

Reservations cannot be made anymore for this course.

ITIL Practitioner (EN)

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