About this Course

The ITIL® Practitioner certification offers practical guidance on how to adopt and adapt the ITIL framework to support your business' objectives. It is the next step after ITIL Foundation for professionals who have already learned the basics of IT Service Management (ITSM. ITIL Practitioner does not replace any of the existing ITIL qualifications.

ITIL Practitioner covers the Continual Service Improvement (CSI) approach as the way to structure any improvement initiatives.

ITIL Practitioner also covers three key areas crucial for success of any improvement initiatives:

• Organizational Change Management
• Communication
• 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

ITIL Practitioner Qualification

ITIL Practitioner is complementary to and fits in with the current ITIL qualification scheme

• To take the ITIL Practitioner exam, individuals must hold an existing ITIL Foundation certificate
• ITIL Practitioner is not a prerequisite for the ITIL Intermediate Level qualifications
• ITIL Practitioner is worth three credits towards the ITIL Expert qualification
• ITIL Practitioner is also worth 15 points towards your ITIL digital badge as part of the AXELOS Professional Development Programme
• The class duration is dependent upon the organizational requirements, starting at 2 days minimum
• The examination is open book and made up of multiple- choice questions based on a scenario

Course Outline

Module 1

1.1 Apply the concept of ‘adopt and adapt’ when using ITIL guidance in a given context (1.1)

1.2 Analyze the importance of each element of the definition of a service when planning and implementing service improvements (1.2):

• a) Customer (1.2.2)
• b) Value (1.2.3)
• c) Outcome (1.2.4)
• d) Cost 1.2.5)
• e) Risk (1.2.6)

Module 2

2.1 Apply the ITSM guiding principles in a given context when planning and implementing service improvements (Ch.2):

• a) Focus on value (2.1)
• b) Design for experience (2.2)
• c) Start where you are (2.3)
• d) Work holistically (2.4)
• e) Progress iteratively (2.5)
• f) Observe directly (2.6)
• g) Be transparent (2.7)
• h) Collaborate (2.8)
• i) Keep it simple (2.9)

Module 3

3.1 Describe the purpose and main outputs of each step of the CSI Approach (3.1.1, 3.2.1-6)

3.2 Use the CSI Approach tools and techniques successfully in a given specific context (3.1-2):

• a) Orientation Worksheet (3.2.1)
• b) Benefits Realization Review Template (3.2.5)
• c) CSI register (3.1.2)

3.3 Apply the CSI approach to a given context, including a holistic view of the guiding principles and how the three critical competencies contribute to an improvement (Communication, Metrics & Measurement, OCM) (All chapters)

Module 4

4.1 Define critical success factors (CSFs) using a relevant hierarchical approach (4.2-3):

• a) ITIL Vision to measurement (4.3.1)
• b) Balanced scorecard (4.3.2)
• c) Organization cascade (4.3.5)

4.2 Determine key performance indicators (KPIs) to underpin a critical success factor (4.2)

4.3 Analyze CSFs and KPIs in a given context to ensure that they are balanced between the four categories (4.4):

• a) Technology, process, service (4.4.1)
• b) Progress compliance, effectiveness, efficiency (4.4.2)
• c) Leading, trailing (4.4.3)
• d) Inside-out, outside-in (4.4.4)

4.4 Define a current state assessment in a given context (4.5):

• a) Purpose (4.5)
• b) Scope (4.5.1)
• c) Assessment criteria (4.5.2)
• d) Required outputs (4.5.3)
• e) Available resources and skills (4.5)

4.5 Design a report in a given context (4.6-4.6.1)

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 (Ch.4, 4.7)

Module 5

5.1 Explain the nature, value, importance and benefits of good communication (5.1, 5.1.3)

5.2 Explain communication principles (5.2):

• a) Communication is a two way process (5.2)
• b) We’re communicating all the time (5.2.1)
• c) Timing and frequency matter (5.2.2)
• d) There is no single correct method (5.2.3)
• e) The message is in the medium (5.2.5)

5.3 Explain the purpose and value of communication tools and techniques (Ch.7):

• Workshop and meeting action plan (7.3.2)
• Meeting notes template (7.3.3)

5.4 Use relevant communication tools and techniques to support improvement in a given context (7.3-4):

• a) Stakeholder communication plan (7.4.3)
• b) Business case (7.3.4)

5.5 Apply knowledge of communications when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles (Ch.5, 5.3.2)

Module 6

6.1 Explain the role and impact of OCM in successful improvement (6.1)

6.2 Describe the purpose and value of OCM activities (6.6):

• a) Create a sense of urgency (6.6.1)
• b) Manage stakeholders (6.6.2)
• c) Manage sponsors (6.6.3)
• d) Analyze training needs (6.6.5)
• e) Manage resistance to change (6.6.6)
• f) Use reinforcement to embed the change (6.6.7)

6.3 Use relevant OCM tools and techniques to support improvement in a given context (7.4):

• a) Sponsor diagram (7.4.4)
• b) Stakeholder analysis worksheet (7.4.1)
• c) Stakeholder map (7.4.5)
• d) RACI model authority matrix (7.4.6)

6.4 Apply knowledge of OCM when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles (Ch.6)