Most IT service management initiatives fail to fully satisfy expectations. Promised benefits fail to materialise; management support fades away; staff morale slumps and commitment disappears. Successfully adopting IT service management best practice is a formidable journey. It is much more than... READ MORE
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Most IT service management initiatives fail to fully satisfy expectations. Promised benefits fail to materialise; management support fades away; staff morale slumps and commitment disappears.
Successfully adopting IT service management best practice is a formidable journey. It is much more than rolling out key processes. It is much more than implementing a service management software package.
It is about winning the hearts and minds of customers, users, senior management and IT colleagues; identifying the leaders with the energy to shape and lead the change; developing a commitment that overcomes obstacles and barriers; measuring and celebrating success; ensuring that new processes and behaviours become the building blocks of even greater success in the future.
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 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.
Note: Even though we have scheduled this course over three days it is still a demanding course. Students are strongly recommended to avoid evening commitments and/or lengthy daily travel.
The course is based on the official publication "ITIL Practitioner Guidance". This publication is included in the cost of the course and must be studied ahead of attendance.
Students are also strongly advised to revise their ITIL Foundation course material.
Taking the principles of "Adopt" and "Adapt" to its heart, ITIL Practitioner deveops 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:
The ITIL Practitioner guidance follows 9 Guiding Principles:
The examination is a 40 question multi-choice format.
The exam is "open book" in that the official publication "ITIL Practioner Guidance" may be used as a reference tool during the exam. Please note that only the official guidance is allowed and this must be free of student annotations and / or notes.
Students will be allowed 2 hour 15 minutes to answer the questions which will be based on five scenarios (case studies). These will be discussed during the course and used for in-course examination practice.
Additional scenario information will be provided at examination time relevant to certain specific questions.
A score of 28 our of 40 (70%) is required to pass.
The exam is paper-based and will be held on the afternoon of day 3 of the course.
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.
"ITIL Practitioner Guidance" publication is included in the cost of the course and will be despatched to students with their joining instructions.
Please Note: Any applicable exam fees are not included in the prices quoted.
11-13 November 2019 - London