Vadyba

ITIL® Practitioner

The ITIL® Practitioner builds upon the knowledge gained at ITIL® Foundation level and gives the know-how to identify and deliver service improvement initiatives using a practical approach to adopting and adapting the ITIL® framework. The main areas of focus are the Continual Service Improvement (CSI) approach, nine guiding principles and three critical competencies: metrics and measurements, communications, and organizational change management.
The ITIL® Practitioner certification offers practical guidance on how to adopt and adapt the ITIL® framework to support your business' objectives.
ITIL® Practitioner does not replace any of the existing ITIL® qualifications but is designed as a bridge between the Foundation and Intermediate courses.
Lasting two days, the training course includes lectures, exercises with tools and techniques, and quizzes. Also a practice exam paper will be provided to assist with preparation for the exam.

Kursas skirtas

Anyone working in an IT Service Management role who wants to understand more about using a practical approach to adopting and adapting the ITIL® framework, and IT professionals who are working or about to work in a continual service improvement environment.

Reikalavimai klausytojams

ITIL® Foundation Certificate and knowledge of the English language.

Tikslai

• To learn a practical approach to adopting and adapting the ITIL® framework;
• To prepare for the ITIL® Practitioner exam.

Kurso turinys

• Introduction to the course
• Introduction to ITIL® Practitioner
• Guiding principles of IT service management and their application in the context of contemporary challenges
• Continual Service Improvement (CSI) approach
• Metrics and measurement – core of ITSM and CSI
• Importance of communication, and communication principles and techniques
• Organizational change management (OCM) – people side of change
• Summary

Egzaminas

The ITIL^® Practitioner Exam, given at the end of day 2 of the course, is an open book exam (ITIL^® Practitioner Guidance only) in the English language and comprised of multiple choice questions, based on a scenario.