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ITIL Practitioner


3 Days
Classroom Session   |  
3 Days
Live Online

IIBA (CDU)

ASPE is an IIBA Endorsed Education Provider of business analysis training. Select Project Delivery courses offer IIBA continuing development units (CDU) in accordance with IIBA standards.

NASBA (CPE)

NASBA continuing professional education credits (CPE) assist Certified Public Accountants in reaching their continuing education requirements.

PMI (PDU)

Select courses offer Leadership (PDU-L), Strategic (PDU-S) and Technical PMI professional development units that vary according to certification. Technical PDUs are available in the following types: ACP, PBA, PfMP, PMP/PgMP, RMP, and SP.

NASBA
NASBA
24.00 CPEs

Expertise Level: Intermediate
Certification
Classroom Registration Fees
Individual:
$2395.00
Group Rate:
$2195.00
(per registrant, 2 or more)
GSA Individual:
$1748.35
Live Online Registration
Live Online:
$2395.00
Self-Paced Online:
$1495.00
Private Onsite Package

This course can be tailored to your needs for private, onsite delivery at your location.

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Overview

This course is the next logical step for individuals who have earned the ITIL Foundation Certificate and are familiar with the ‘what’ and ‘why’ of ITIL. ITIL Practitioner will focus on the ‘how’.

This immersive case study driven course is developed by practitioners for practitioners! During the 3-day course, individuals, teams, and organizations will learn to address the challenges faced by them due to IT Service Management (ITSM) improvement initiatives. 

The course is packed with interactive assignments, tools, checklists, and guidance on how to make the improvement changes happen. You will learn to describe, explain, and distinguish among the various elements of being an ITIL Practitioner.

Moreover, it helps you in practice solving, calculating, and applying the knowledge and techniques to a realistic scenario. The course also includes a toolkit and continuous learning track to give you an ongoing support throughout your improvement journey.

*This course is offered with a self-paced eLearning option. See the Bonus Materials section below for more information.

Understand the ITSM concepts that are important drivers of Continual Service Improvement (CSI)
Able to apply the ITSM guidance principles in a real-world context
Able to apply the CSI approach to manage improvements in a given organizational context
Connect and align ITIL with other frameworks, good practices, and methodologies, such as Lean, DevOps, Agile, and SIAM
Able to use metrics and measurements to enable continual improvement
Understand how to communicate effectively to enable CSI
Able to apply organizational change management to support continual improvement
Upcoming Dates and Locations
Guaranteed To Run
On Your Schedule Self-Paced eLearning Register
May 25, 2017 – May 26, 2017    8:00am – 4:30pm Live Online
8:00am – 4:30pm
Register
Course Outline

MODULE 1: COURSE INTRODUCTION

  • Course Learning Objectives
  • Course Agenda
  • Module Learning Objectives
  • Topics Covered in This Module
  • Scenario-based Learning
  • CSI Approach
  • Guiding Principles
  • Course Structure
  • Certification
  • Get to Know Each Other

MODULE 2: THE JOURNEY

  • Intent and Context
  • References
  • Relevant Glossary Terms
  • Module Learning Objectives
  • A Message from the CEO
  • Current Challenges
  • The CSI Approach: What is the vision? Where are we now?
  • What is the vision?
  • Where are we now?
  • The Assignment
  • Sources and Inputs
  • Decision Time!
  • Debrief
  • Template: Elevator Pitch
  • Template: SWOT Analysis
  • Template: Stakeholder Analysis Worksheet
  • Template: Orientation Worksheet
  • Template: CSI Register

MODULE 3: ORGANIZATIONAL CHANGE MANAGEMENT (OCM)

  • Intent and Context
  • References
  • Relevant Glossary Terms
  • Module Learning Objectives
  • Topics Covered in This Module
  • Purpose and Approaches
  • Essentials for Successful Improvement
  • Implementing a Successful Change
  • Continual Improvement of OCM

MODULE 4: THE DESIRE

  • Intent and Context
  • References
  • Relevant Glossary Terms
  • Module Learning Objectives
  • The CSI Approach: Where do we want to be?
  • Where do we want to be?
  • Vision to Measurement Trail
  • Our Goals and Value
  • Never Lose the Big Picture!
  • Company Requirements
  • The Assignment
  • Sources and Inputs
  • Presenting the Power of the Story
  • Debrief
  • Template: Presentation Worksheet
  • Template: Stakeholder Worksheet

MODULE 5: COMMUNICATIONS

  • Intent and Context
  • References
  • Relevant Glossary Terms
  • Module Learning Objectives
  • Topics Covered in This Module
  • Good Communication
  • Communication Principles
  • Communication Techniques
  • Types of Communication

MODULE 6: THE ROADMAP

  • Intent and Context
  • References
  • Relevant Glossary Terms
  • Module Learning Objectives
  • The CSI Approach: How do we get there?
  • How do we get there?
  • Refresher: Five Major Aspects of Service Design
  • Refresher: Balanced Scorecard
  • Mixing Frameworks and Methods
  • A Message from Lynda, Head of PR
  • The Assignment
  • Sources and Inputs
  • Getting into Character: You are EJ Airways!
  • A Message from the CEO
  • Meeting Time
  • Debrief
  • Template: Implementation Plan (including RACI and Workshop Checklist)
  • Template: Meeting Notes
  • Template: Balanced Scorecard

MODULE 7: METRICS AND MEASUREMENTS

  • Intent and Context
  • References
  • Relevant Glossary Terms
  • Module Learning Objectives
  • Topics Covered in This Module
  • Metrics and Measurements in CSI
  • Cascades and Hierarchies
  • Metrics Categories
  • Assessments
  • Reporting

MODULE 8: CHECK, CONTROL, AND REDIRECT

  • Intent and Context
  • References
  • Relevant Glossary Terms
  • Module Learning Objectives
  • The CSI Approach: Did we get there?
  • Did we get there?
  • Refresher: DIKW Model
  • Benefits Realization
  • Progress Iteratively
  • The Assignment
  • Sources and Inputs
  • Analysis Time
  • Stop Your Work
  • Discussion Time
  • Debrief
  • Template: Communications Campaign Checklist
  • Template: Report Worksheet
  • CSI Register
  • Template: Benefits Realization Review
  • Email: Automated Baggage Drop
  • Email: Baggage Handling System
  • Email: Internet on Board
  • Memo: Culture Impacts

MODULE 9: STAY TUNED

  • Intent and Context
  • References
  • Relevant Glossary Terms
  • Module Learning Objectives
  • The CSI Approach: How do we keep the momentum going?
  • How do we keep the momentum going?
  • Resistance Management Plan
  • Reinforcement with Balanced Diversity
  • The Assignment
  • Sources and Inputs
  • CEO’s State of Mind
  • Debate Time
  • Debrief
  • Template: Resistance Management Plan

MODULE 10: GUIDING PRINCIPLES

  • Intent and Context
  • References
  • Relevant Glossary Terms
  • Module Learning Objectives
  • Topics Covered in This Module
  • The Guiding Principles
  • Applying the Guiding Principles

MODULE 11: EXAM PREPARATION GUIDE

Who should attend

This course is of interest for ITSM professionals. Whether working in customer service or

involved in running projects, everyone should be able to identify, initiate, and successfully

complete service improvement initiatives either small or large:

 

● IT Management

● IT Support Staff

● IT Consultants

● Business Managers

● Business Process Owners

● IT Developers

● Service Providers

● System Integrators

Bonus Materials

ITIL Practitioner eLearning provides you with the opportunity to attend the course and receive the ITIL Practitioner certification on your own time without ever having to leave your desk!  The eLearning option includes access to the self-paced, on-demand ITIL Practitioner eLearning course, the official ITIL Practitioner publication from AXELOS, the ITIL Practitioner eLearning Voucher, and the ability to schedule your exam via Webcam Proctor.

Pre-Requisites

Participation in ITIL Foundations Certificate in IT Service Management course is reccomended.

Yes, this course looks perfect for my needs!