About The Course

This course leads to the ITIL Foundation qualification will enable delegates to understand the key concepts and terminology within the ITIL framework.

Course Syllabus

Upon successful completion of the course candidates can expect to gain competencies in the following:

• Service Management as a Practice (comprehension)
• The ITIL Service Lifecycle (comprehension)
• Generic concepts and definitions (awareness)
• Key principles and models (comprehension)
• Selected processes (awareness)
• Selected functions (awareness)
• Selected roles (awareness)
• Technology and Architecture (awareness)
• Competence and training (awareness)

Target Audience

• Individuals who require a basic understanding of the ITIL Framework and how it may be used to enhance the quality of IT Service Management within an organisation
• IT Professionals that are working within an organisation that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme

Examination

• Multiple-choice
• 1 hour duration
• 40 questions
• Minimum of 26 correct answers to pass
• Closed-book

About The Course

Individuals learn the ‘what’ and ‘why’ with Foundation, but the 2-day ITIL Practitioner Classroom course will give you the ‘how to’ and fully prepare you for the ITIL Practitioner examination.

ITIL Practitioner prepares individuals for a broad range of challenges faced within ITSM, equipping them with practical guidance, confidence and know-how to adopt and adapt the ITIL framework according to an organization’s requirements.

Course Syllabus

Upon successful completion of the course candidates will be able to:

• Use IT Service Management concepts that are important drivers of continual service improvement
• Apply the ITSM guiding principles in a real world context
• Apply the CSI approach to manage improvements in a given organisational context
• Use metrics and measurement to enable continual service improvement
• Communicate effectively to enable continual service improvement
• Apply organisational change management to support continual service improvement

The critical competencies covered are organisational change management, communication, measurement and metrics.

What’s Included

This is an intensive two day course, providing all you need to get through the ITIL Practitioner examination first time:

All accompanying course material
The official manual
The cost of the ITIL Practitioner examination (The exam is taken on the last day of the course)
Please note: To assist your learning there is some pre-course reading and activities that must be completed prior to attending your course. In addition whilst attending your course there will also be some examination preparation evening work .

Target Audience

The course will benefit IT Service Management Professionals who are ITIL Foundation Certified who understand the global language of ITSM and now want to learn how to adopt and adapt it in the workplace.

ITSM Professionals
IT Managers
CIO
Head/Director ITSM
Head of Change Management
Accreditations

The format of the exam for ITIL Practitioner is as follows:

Exam duration is 2 hours and 15 minutes
Scenario based , multiple choice
Open book, i.e. the ITIL® Practitioner Guidance publication is allowed for reference during the examination.
Pass mark is 28 marks or higher out of 40 (70%)
Pre-requisites

In order to take the Practitioner examination you must have already passed the ITIL Foundation exam. It is important to note that ITIL Practitioner is not a prerequisite for Intermediate levels.

About The Course

ITIL Foundation will give you the knowledge of the internationally recognised Best Practice terminology, structure, basic concepts and the core principles of ITIL practices for Service Management to fully prepare you for the ITIL Foundation examination. ITIL Practitioner Classroom course will give you the ‘how to’ and fully prepare you for the ITIL Practitioner examination.

Course Syllabus

Upon successful completion of the ITIL Foundation course candidates can expect to gain competencies in the following:

• Service Management as a Practice (comprehension)
• The ITIL Service Lifecycle (comprehension)
• Generic concepts and definitions (awareness)
• Key principles and models (comprehension)
• Selected processes (awareness)
• Selected functions (awareness)
• Selected roles (awareness)
• Technology and Architecture (awareness)
• Competence and training (awareness)

Upon successful completion of the ITIL Practitioner course candidates will be able to:

• Use IT Service Management concepts that are important drivers of continual service improvement
• Apply the ITSM guiding principles in a real world context
• Apply the CSI approach to manage improvements in a given organisational context
• Use metrics and measurement to enable continual service improvement
• Communicate effectively to enable continual service improvement
• Apply organisational change management to support continual service improvement

The critical competencies covered are organisational change management, communication, measurement and metrics.

Target Audience

The course will benefit IT Service Management Professionals who want to become ITIL Foundation Certified to understand the global language of ITSM and then want to learn how to adopt and adapt it in the workplace.

• ITSM Professionals
• IT Managers
• CIO
• Head/Director ITSM
• Head of Change Management

Examinations

The format of the ITIL Foundation examination is as follows:

• Multiple-choice
• 1 hour duration
• 40 questions
• Minimum of 26 correct answers to pass
• Closed-book

The format of the ITIL Practitioner exam is as follows:

• Exam duration is 2 hours and 15 minutes
• Scenario based , multiple choice
• Open book, i.e. the ITIL® Practitioner Guidance publication is allowed for reference during the examination.
• Pass mark is 28 marks or higher out of 40 (70%)

Pre-requisites

In order to take the Practitioner examination you must have already passed the ITIL Foundation exam. It is important to note that ITIL Practitioner is not a prerequisite for Intermediate levels.