ITIL Practitioner

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Workshop Information

Who should do this course

The best suited audience to attend this course can be -

This course is for anyone who requires a basic understanding of the ITIL® framework or those who need understanding of how ITIL can be used to enhance the quality of IT Service Management within an organization and IT professionals or others working within an organization that has adopted and adapted ITIL® who need to be informed about, or contribute to an on-going service improvement program

Why should do this course

The qualification aims to demonstrate that IT Service Management (ITSM) professionals are equipped with the most essential skills to apply ITIL® concepts in their organization. At the same time, it’s designed to give confidence to managers that the members of their team are ready to initiate and successfully carry out required improvement initiatives.

Course Objective

This document is intended to provide information to prospective ITIL® Practitioner candidates and indeed anyone interested in the format and content of the ITIL Practitioner examination. It includes: -

ITIL Practitioner Examination Overview – general information and overview of the exam format
ITIL Practitioner Syllabus for Candidates – detailing:
the format of the exam and the learning outcomes from the delegates’ course of study that will be assessed in each section
the specific criteria by which each learning outcome is assessed, along with references to the ITIL Practitioner guidance

Pre-requisite

Delegates wishing to take this examination must have previously passed the ITIL Practitioner Examination..

1

  • 1.1 Apply the concept of ‘adopt and adapt’ when using ITIL guidance in a given context
  • 1.2 Analyze the importance of each element of a service when planning and implementing service improvements
  • 2

  • 2.1 Apply the ITSM guiding principles in a given context when planning and implementing service improvements
  • 3

  • 3.1 Describe the purpose and main outputs of each step of the CSI Approach
  • 3.2 Use the CSI Approach tools and techniques successfully in a given specific context
  • 3.3 Apply the CSI approach to a given context, demonstrating an understanding of the critical competences, the guiding principles and the scientific method
  • 4

  • 4.1 Define critical success factors (CSFs) using a relevant hierarchical approach
  • 4.2 Determine key performance indicators (KPIs) to underpin a critical success factor
  • 4.3 Analyze CSFs and KPIs in a given context to ensure that they are balanced
  • between the four categories
  • 4.4 Define a current state assessment in a given context
  • 4.5 Design a report in a given context
  • 4.6 Apply knowledge of metrics and measurement when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles
  • 5

  • 5.1 Explain the nature, value, importance and benefits of good communication
  • 5.2 Explain communication principles
  • 5.3 Explain the purpose and value of communication tools and techniques
  • 5.4 Use relevant communication tools and techniques to support improvement in a given context
  • 5.5 Apply knowledge of communications when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles
  • 6

  • 6.1 Explain the role and impact of OCM in successful improvement
  • 6.2 Describe the purpose and value of OCM activities
  • 6.3 Use relevant OCM tools and techniques to support improvement in a given context
  • 6.4 Apply knowledge of OCM when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles
  • S. No.Name Education Experience


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    * This Course is running in partnership with The Quint Wellington Redwood India Consulting Pvt. Ltd..


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