Overview

This three-day intensive course, designed by QA's industry leading service management experts, is fully accredited and provides you with a thorough understanding of the latest ITIL Practitioner Guidance on 'how' to start to adopt and adapt ITIL best practice successfully in your organisation.

This focused course is not designed to be a simple stepping stone from Foundation to the Intermediates. Its aim is to go well beyond the ‘what and the why’, providing advanced learning for SM professionals, so that they can be more effective in their roles. To achieve this goal, the course has been designed to provide delegates with learning and insights on how individuals can actually implement and improve service management practices within an organisation, based upon the AXELOS ITIL Practitioner guidance and associated toolkit. It requires delegates to consider various aspects of improvement approaches, and expects them to have completed the pre-course reading before attending.

By working with world-class organisations, we are uniquely able to bring you a course that will give you the best opportunity to develop your service management career and enable you to have the essential skills to apply ITIL in your organisation.

As this is an intensive course, there will be homework assignments each evening to consolidate the learning.

*Please note that since this course is additive to the existing Intermediate ITIL courses, this course can be taken irrespective of whether a delegate has taken or intends to take further ITIL Intermediate courses.

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Prerequisites

Possession of one of the following is mandatory. Proof of prerequisites MUST be produced on the day of the exam to the trainer.

  • ITIL v3, 2011 or v4 Foundation.
  • ITIL v2 Foundation and v2/v3 Foundation Bridge.

Acceptable forms of prerequisite confirmation are as follows:

  • A copy of the candidates examination certificate
  • Confirmed entry in the AXELOS Successful Candidate Register. You will need to provide the full SCR number (registration/candidate number located on your certificate).

Delegates without evidence of the prerequisites will NOT be permitted to sit the exam.

For any queries on this please email prereqs@qa.com.

Proof of identification:

If taking an exam, candidates are required to provide Photo ID with a valid signature e.g. driving license, passport or named work ID badges prior to sitting their exam. Failure to produce this ID will result in their exam results being withheld until proof of ID is provided. Please note that if proof is not provided within 40 days, candidate's exam results will be null and void and a re-sit would be required.

Reasonable Adjustments Policy

The exam provider allows additional time for candidates who have a disability or whose native language differs to that of the examination paper. Ful details and how to apply can be found here www.qa.com/axelosexams. At least two weeks' notice will be required for processing this request. Delegates failing to advise QA and provide evidence when requested, may not be allowed the additional support offered via the policy. QA Exam Administration can be contacted by email exam.admin@qa.com or by phone 44(0) 1793 696162.

Course Material

Please ensure you bring a device such as a mobile phone, tablet or laptop to be able to load your course material on to as you may need this for use in the evenings.

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Learning Outcomes

By attending the ITIL Practitioner course, candidates should be able to apply and understand 'how' to use ITIL guidance to deliver service improvement within their organisations.

Specifically delegates will:

  • Be able to use IT Service Management concepts that are important drivers of continual service improvement.
  • Be able to apply the ITSM guiding principles in a real-world context.
  • Be able to apply the CSI approach to manage improvements in a given organizational context.
  • Be able to use metrics and measurement to enable continual service improvement.
  • Be able to communicate effectively to enable continual service improvement.
  • Be able to apply organizational change management to support continual service improvement.

ITIL® is a registered trade mark of AXELOS.

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Course Outline

Course structure

Delivered by fully accredited trainers and industry leading experts with extensive experience of using ITIL, the course uses case studies and accelerated learning techniques to ensure that theory is embedded and you feel confident in the practical application of ITIL.

Module - Introduction

Apply the concept of “Adopt and Adapt” when using ITIL guidance in a given context.

Module - ITSM Guiding Principles

Apply the ITSM guiding principles in a given context when planning and implementing service improvements.

a) Focus on value
b) Design for experience
c) Start where you are
d) Work holistically
e) Progress iteratively
f) Observe directly
g) Be transparent
h) Collaborate
i) Keep it simple


Module - CSI Approach and measuring improvement

Describe the purpose and main outputs of each step of the CSI Approach.

Use the CSI Approach tools and techniques successfully in a given specific context:

a. Orientation Worksheet
b. Benefits Realization Review Template
c. CSI registers

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)

Define critical success factors (CSFs) using a relevant hierarchical approach

a) ITIL Vision to measurement
b) Balanced scorecard
c) Organizational cascade

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

Analyze CSFs and KPIs in a given context to ensure that they are balanced between the four categories

a) Technology, process, service
b) Progress compliance, effectiveness, efficiency
c) Leading, trailing
d) Inside-out, outside-in

Define a current state assessment plan in a given context

a) Goal
b) Scope
c) Assessment criteria
d) Required outputs
e) Available resources and skills

Module - Communication

Explain the nature, value, importance and benefits of good communication

Understand communication principles

a) Communication is a two way process
b) We’re communicating all the time
c) Timing and frequency matter
d) There is no single correct method
e) The message is in the medium
Use relevant communication tools and techniques to support improvement in a given context
a) Stakeholder communication plan
b) Business case

Module - Organisational Change Management (OCM)

Explain the role and impact of OCM in successful improvement

Understand the purpose and value of OCM activities

a) Create a sense of urgency
b) Manage stakeholders
c) Manage sponsors
d) Analyze training needs
e) Manage resistance to change
f) Use reinforcement to embed the change

Use relevant OCM tools and techniques to support improvement in a given context

a) Sponsor diagram
b) Stakeholder worksheet
c) Stakeholder map
d) RACI matrix

Apply knowledge of OCM when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles

Accreditations and exams

The ITIL Practitioner examination takes place on the afternoon of day three of the course. You must bring photographic identification on the exam day (passport, driving license or student card).

  • 40 scenario-based, multi-choice questions, the majority of which will be based on the case studies document used during the course
  • 2 hours and 15 minutes
  • You may use your official ITIL Practitioner Guidance manual only
  • Candidates require a minimum of 28 marks (70%) to pass

ITIL® is a registered trade mark of AXELOS.

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Why choose QA

  • 98% say our ITIL® training will improve job performance
  • 92% pass rate for our ITIL® training courses
  • 98% quality rating for our ITIL® trainers' knowledge
  • We are fully accredited by PeopleCert

ITIL® Accredited

Special Notices

Your ITIL Practitioner Guidance Booklet - Hard Copy

  1. QA will arrange to post the ITIL Practitioner Guidance Booklet, 2 weeks before your course to the postal address held on the QA system for you.
  2. If that address is out of date - or needs to be changed in advance to receive the booklet - you are advised to contact your QA Account Manager to have your address updated ASAP.

The 3 Day ITILP3 course is ideal for most Service Managers and includes a focus on the practical application of the principles and concepts – as well as gives reasonable time for assignments and exercises to aid understanding. More experienced candidates might want to consider the 2 Day ITILP Fast Track. It covers the same syllabus, but is more intensive and includes a minimum amount of exercises and assignments. Either way, candidates need to be ready for a challenging exam.

Dates & Locations

Frequently asked questions

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How can I create an account on myQA.com?

There are a number of ways to create an account. If you are a self-funder, simply select the "Create account" option on the login page.

If you have been booked onto a course by your company, you will receive a confirmation email. From this email, select "Sign into myQA" and you will be taken to the "Create account" page. Complete all of the details and select "Create account".

If you have the booking number you can also go here and select the "I have a booking number" option. Enter the booking reference and your surname. If the details match, you will be taken to the "Create account" page from where you can enter your details and confirm your account.

Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.

How do QA’s virtual classroom courses work?

Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.

We use the WebEx video conferencing platform by Cisco. Before you book, check that you meet the WebEx system requirements and run a test meeting (more details in the link below) to ensure the software is compatible with your firewall settings. If it doesn’t work, try adjusting your settings or contact your IT department about permitting the website.

Learn more about our Virtual Classrooms.

How do QA’s online courses work?

QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course. When you book a QA online learning course you will receive immediate access to it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.

All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.

Learn more about QA’s online courses.

When will I receive my joining instructions?

Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.

When will I receive my certificate?

Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.

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